Amazon Connect vs. Streams.AI by PanTerra

Our company is a startup that is just starting to get wholesale customers. When we realized our customers needed support using our products, we set up a Contact Center via Amazon Connect. It has been very useful in allowing us to scale up very quickly, and provide services to our company as if we were a large corporation.

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One of the main draws of PanTerra Networks Streams is the unlimited calling, which was very enticing. We chose the platform over other models (per-call for example) because they simplified billing. While the video conferencing and messaging feel bare-bones or underdeveloped in comparison to other players in the market, the fact that the messaging is seamlessly integrated into the PBX makes it easy to use. The call routing systems are especially robust, which in the collections world is very important to be able to segment calls to different users.

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• It helps us connect with ServiceNow as a direct integration.
• It allows us to document everything from the chat with ticket documentation in real time.
• It allows us to track agent and case activities.

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• Attended or un-attended answering of incoming calls
• Transfer calls to appropriate person
• Integrates with cell phones for always available
• Keeps a log of phone calls
• Allows me to use messaging on my phone system and desktop
• Allows me to manage user accounts

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• On reports and analytics, [I feel] Amazon Connect is slightly behind, and it should be perfected.
• [In my experience], Amazon Connect lacks social platform integration, which is convenient and resourceful currently.
• [I believe] Amazon Connect should include a queue management feature, for the call centers and customer help.

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• While the faxes run smoothly, they sometimes take a while to go through. Things tend to lag.
• There isn't a built-in live chat if you have a question.
• Sometimes I have to call support to work through things instead of figuring it out on my own.

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In all likelihood, we will remain Panterra customers for many years. VoIP phone and messaging is a rapidly expanding and evolving market, however, and its possible a better solution will come along, but for now, Panterra Streams offers a compelling solution combining leading features, great customer service, and affordable pricing.

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It is reliable system. It has own IVR, Database(DynamoDB) Backend(Lambda) support of multi channel(email, chat & voice) Integration with some of the biggest CRM system

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Streams.AI by PanTerra is a great reliable service and that's what I want it to be. It's accessible wherever I am or however I am working - which is perfect. I would rate Streams.AI by PanTerra more highly if it required less steps and operated more functions in the background. I don't need any extra windows to do anything if it's working in my phone or connected to my email. So fewer steps and faster usage would improve my rating.

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We have not experienced any outages or issues during business hours

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Fantastic. Very happy!!! We love it and haven't had any issues.

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Support was always very helpful when we called them. If they didn't know the answer right then, you can bet they were either going to either find the answer or find someone who knows the answer. We were never left hanging or had an unsatisfactory experience when contacting support.

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Everything was fantastic. Training was sufficient and everything was easy to use. It was provided on our schedule and was very clear. I did the training myself. Training person was very knowledgeable. We are very happy. Only two users. very happy very happy very happy very happy very happy very happy

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The implementation was relatively quick and easy. We did have to wait to have someone assigned which took longer that I was hoping. We were able to get the phone system up and running within a day. So there was no disruption or too many voicemails to answer

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Amazon Connect has lots of free training available for partners and in general. So many demos are available to practice. It's free to test and gain more confidence before deploying in real world scenarios. You can use other AWS features to be integrated with Amazon cloud. Features like lense is amazing

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PanTerra Networks is viewed as more competitive, and close enough to win. Those other companies do offer more integrations off the shelve, and do have a more user friendly portal. Panterra does give the client a more personalized experience when it comes to the presentation, so the customer feels like they're getting a more personalized experience.

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Best pricing available. VERY HAPPY. Has not increased much at all.

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We only have three phones and two users

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• Amazon Collect has allowed us to scale quickly and retain flexibility.
• Amazon Collect has allowed us to provide omnichannel support as if we were a larger corporation.
• Amazon Collect has allowed us to retain productivity.

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• Very reliable. We make hundreds of calls outbound and there has never been a connectivity issue or otherwise
• We decreased our monthly expense for reliable service by several hundred dollars
• The onboarding support was the best we've ever experienced. They were on the phone while we hooked up every phone, tested, and got it all set up with ease.
• Any changes needed after onboarding were difficult to accomplish without a call to customer service. Some of those calls to customer service made things more confusing

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