Amazon Connect vs. Vonage Contact Center for Salesforce

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.

Incentivized

If an organiziation was fully on Salesforce and rely on that type of routing, I would recommend Vonage to them. They would also need a good support system to be able to build/maintain and manage it as well. If they do not need this or have the bandwidth, I would not recommend this product at all. They also struggled with our billing and could not tell us what they were charging for

Incentivized

• Auto call distribution.
• Web based scripting.
• Easy chat deployment.
• Call Recording.
• Customer heat check.
• Detailed reporting.
• Live monitoring.

Incentivized

• The design of ContactWorld is wonderful, very easy to use and not too busy on the eyes.
• ContactWorld also makes it easier to find specific clients for specific industries, the groupings of everything are nice and neat and easy to use.
• ContactWorld has made it much easier for my company to stay on the same page regarding customer information and interest.

Incentivized

• 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.

Incentivized

• Third party implementation consult
• British date format and time zone in U.S. market
• No one answers their 800 number on their website
• Report is not easy to read
• Calls that were not answered wouldn’t make it to Salesforce report

Incentivized

I have personally not used their support, but I hear from our admin that it is good.

Incentivized

We worked through a Request For Proposal to check different Contact Center platforms, we evaluated Talkdesk, Amazon Connect and Genesys PureConnect, all of them as a SaaS platforms, and trying to go to a pay per use model. The best option for us was Amazon Connect, with a pure pay per use model according to the minutes of use, instead of the number of agents. As our goal was to automate the maximum number of contacts, we didn't want a license model based in the number of agents

Incentivized

Noble was the outgoing system. If you are in the UK, then you find that there is little support from the US function for any challenges you face. It feels like Noble is aware of Salesforce, however it doesn't really integrate with Salesforce. Natterbox also looked like a good product, however I feel they are a little while off being on the same level as New Voice Media. It's worth throwing them in the mix with any consideration though.

Incentivized

• 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.

Incentivized

• Saved us time
• Saved us manual effort
• Improved efficiency
• Made our sales jobs easier
• More time spent toward other goals due to this simple tool

Incentivized