Likelihood to Recommend If you wish to quickly deploy multilingual chatbots without having to worry about infrastructure and model training, go for Amazon Lex. It is one of the best general-purpose conversational AI solutions in the market. The cherry on the cake is that it also seamlessly integrates with other AWS services, so you would be good there. Performance monitoring is very easy with AWS. It has support for both text and integration. If you are not a pro-NLP expert, Amazon Lex will make your job really easy.
Read full review Perfect for companies that have agents all over the place, e.g., different offices or WFH. Also good for companies that aren't big enough to have a "phone guy" as this platform allows IT to do the phone work as it doesn't require esoteric knowledge like other phone systems.
Read full review Pros Fairly simple GUI designer tool to define the Contact Flows. There are only a few elements, but they aren't many Design Widgets types, but just enough to get you started to the majority to the use cases you might encounter. There are plenty of opportunities to improve and enhance, but considering how "young" the product is, I think Zoom did a good job to provide a good Contact Center solution for the entry-to-medium level customers/users without needing to have a dedicated Contact Center resident expert to take care of the solution. The way the Queues are define, embeds in a fairly simple matter many of Call Handlings Contact Flows design like Timers, Overflow handling, Callback keeping the position in the Queue handling, etc. These things are defined directly into the queue so you don't have to build the logic for it into the Contact Flow design itself. That includes in many cases prompt handling and timers. Their Low-Code/No-Code motto comes handy when it comes to embed Chat Engagement Channels into Web Pages, where embedding a simple "iframe little piece of XML definition to call a JavaScript Applet" into a Web Page is all that is needed. Having the "Contact Center App" just embedded into the Existing Zoom Client App is another plus I see: Agents that are force to wear "multiple hats" handling regular phone calls and Contact Center calls, don't have to waste time switching apps, other than the productivity ones so it is one less App the Agents and Supervisor need to worry about. Read full review Cons The Teams dashboard for monitoring agents needs some customization options. Friendly names, I would like to be able to name a number and when it rings you can see the name of the number. Point flows at flows would be nice, instead of flows to queues only. Read full review Usability Easy to deploy and very easy to integrate with other AWS services. Automating simple tasks is also very easy with Amazon Lex. We never had NLP experts in our team, but we were still able to deploy chatbots for our support functions with minimal issues. Native integration with other AWS services like S3 and Lambda has been of paramount importance.
Read full review Support Rating Community support for Amazon Lex is good. Also, since it is an AWS service, the support has a similar standard as other AWS services. We have had a couple of instances of our bots weren't able to interact with our web apps. We reached out to the support team, and they were able to resolve our issue in no time. The documentation from the Amazon Lex team also makes creating chatbots a breeze.
Read full review Alternatives Considered There are options and ways to get to specific feature sets that are similar to what Zoom can offer. Many of the Zoom included features are add-ons for the RingCentral offering. So cost goes up and can also be an add-on difficulties/deployment costs as well. When we reviewed the features needed and the cost comparison, Zoom was less than half the cost with many of the features baked in as opposed to add-ons
Read full review Return on Investment Support satisfaction has increased Time to resolve customer concerns has seen a major improvement Amazon Lex can quickly automate repetitive simple tasks for us Our organization has built NLP capability without having to hire language experts/linguists Since the integration with AWS services is natively supported, our existing DevOps team can manage our Amazon Lex deployment Read full review We migrated away from a telephony system that was antiquated and almost unusable for what we wanted to do, so Zoom has been a huge improvement for us! We're continuing to roll out new channels of contact for customers -- Calls, chat, video, email, etc. We're still getting our sea legs from a reporting perspective, and that could always be better, but so far the biggest improvement was for our staff actually using the software. They really enjoy the simplicity and robustness of the software. Read full review ScreenShots Zoom Contact Center Screenshots