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Amazon Connect

Score8.4 out of 10

55 Reviews and Ratings

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What is Amazon Connect?

Launched in 2017 and available on AWS, Amazon Connect is a cloud-based omnichannel contact center designed to provide a seamless experience across voice and website live chat, featuring skills-based routing, task tracking, and analytic tools to track customer interactions, or evaluate agent activity. It can support office-based or virtual contact centers. The service is pay-per-usage, per feature.

Categories & Use Cases

Key Features

Learn about the best (and worst!) features Amazon Connect has to offer, as determined by TrustRadius' reviewers.
Based on 55 ratings of Amazon Connect's features
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Top Performing Features

  • Agent dashboard

    Enables agents to track and view their individual and team performance.

    Category average: 8.6

  • REST APIs

    Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

    Category average: 8.4

  • Call tracking

    Enables agents and managers to see the origin of the call.

    Category average: 8.8

Areas for Improvement

  • Live reporting

    Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

    Category average: 8.3

  • Customer surveys

    Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

    Category average: 8.3

  • Predictive dialing

    Dials multiple numbers at once and connects the salesperson if a live speaker answers.

    Category average: 8.6

Most Frequent Users

Top 3 industries using Amazon Connect
Based on HG Insights installation data
View all Reviews
#1 most frequent

Professional, Scientific, and Technical Services

22.6%

462 installations of 2,044

#2 most frequent

Information

16.5%

337 installations of 2,044

#3 most frequent

Finance and Insurance

15.9%

325 installations of 2,044

Reviews

What users are saying about Amazon Connect.
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Automate your contact centre with Amazon Connect

Incentivized
Verified User
Team Lead in Information Technology (1001-5000 employees employees)

Use Cases and Deployment Scope

We have integrated our chat/voice IVR(Automation) platform with Amazon Connect. Also, we have another product which is called Agentassist which will be useful for the contact center agent while talking to customer.

Pros

  • It has two flavors of solution, TPA & CCP. TPA(3rd Party Application) is when the whole solution is on the Amazon Connect cloud platform. But, for more customization of the solution it offers CCP(Custom Contact Panel)
  • It's easy to create simple to complex usecase using Amazon Connect flow & using lex and lambda function.
  • It has a in built integration with Salesforce using Service cloud voice. So, for existing Salesforce customer enabling agents to have a voice platform, Amazon Connect is a good option.

Cons

  • Currently, they don't support reading SIP headers which is sent to aws from 3rd party after Self service/automation in a Agent transfer.
  • Support for rich template(configured in Lex) in the Test flow of chat in Amazon Connect is missing.

Return on Investment

  • Less cost as compared to on prem. Easy to buid solution with easy deployment with lambda, lex, dynamoDB & API gateway
  • Seamless integration with CRMs like Salesforce & servicenow
  • But, less out of the box reporting tool may not meet big enterprise need, which might increase the cose for integration with external reporting tool

Usability

Alternatives Considered

Genesys Cloud CX, Talkdesk and NiCE CXone Mpower

Other Software Used

Atlassian Jira, Atlassian Bitbucket, Cursor

A great tool to integrate with your CRMs

Incentivized
Verified User
Professional in Information Technology (201-500 employees employees)

Use Cases and Deployment Scope

We use Amazon Connect as a tool to connect calls and chats from users who need immediate support. It allows them to communicate internally with the different support services we offer to ensure the shortest possible response time. It also allows us to integrate their activities with ServiceNow, making it easier for us to document cases and keep track of each agent's activities.

Pros

  • 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.

Cons

  • There are probably very few areas for improvement, but it could be a better visual integration with ServiceNow.
  • It could be possible to integrate with more work tools.
  • It could be possible to show some dashboards to users in real time.

Return on Investment

  • It helps us connect with ServiceNow through 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.
  • It has allowed us to integrate everything with ServiceNow, and it is very valuable, something that Five9 has not achieved at the moment.

Usability

Alternatives Considered

Five9, Slack and Atlassian Jira

Other Software Used

Slack, Gemini, Okta

Amazon Connect after 3 years of use for voice and WhatsApp

Incentivized
Héctor Morán Blázquez
Head of IT in Information Technology at Madrileña Red de Gas (51-200 employees employees)

Use Cases and Deployment Scope

We started using Amazon Connect for voice 3 years ago, through an IVR with different flows, some of them with automations integrated with our core systems, and others scaliting to agents. 1 year ago we added WhatsApp, using text with flows connected to different AWS services as Amazon Lex. Both channels are focused for customer service, and developed trying to optimize the selfservice. After 3 years of use, we have more than 60% of the contacts automated and confirmed the resolution by the customer, and around 20% attended by an agent. Our goal is to continue improving the selfservice, reducing the agent's contact, and aligned with the business goals of impriving the customer experience and reducing the call center cost.

Pros

  • Selfservice flows
  • Integrations with third party systems
  • Integrations with AWS services as Amazon Lex, Lambdas, S3, etc.

Cons

  • CCP (Contact Control Panel) Amazon Connect for agents very basic
  • Automated outgoing calls
  • Omnichannel to attend voice and text by the same agent

Return on Investment

  • 1 year ROI
  • 60% of voice and whatsapp contacts automated
  • CSAT, CES and NPS achieved
  • Overall call center cost reduced

Alternatives Considered

Talkdesk and Genesys PureConnect (discontinued)

Other Software Used

Salesforce Service Cloud, Aircall

Omnichannel cloud based feature rich super easy contact center

Incentivized
Navidut TauhidView profile
Information Technology Instructor in Engineering at HCL technologies (10,001+ employees employees)

Use Cases and Deployment Scope

We used Amazon Connect for many small to medium contact centers for many clients across the globe. Amazon Connect is extremely capable and feature-rich contact center solution. With features like Auto Call distribution and call queues, it's possible to enable chat with the customers. It's a fully cloud-based solution and very easy to deploy.

Pros

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

Cons

  • Support for large contact center with more than 1000s of agents.
  • Enterprise level solution.
  • More supported regions.

Return on Investment

  • No CapEx, only pay as you go.
  • Scale up or down quickly.
  • Omni-channel setup.
  • Feature rich.

Alternatives Considered

Genesys PureConnect

Other Software Used

Microsoft Teams, Cisco Webex Support, Cisco Unified Contact Center

Convenient, Effecient, and Affordable Customer Help Program.

Incentivized
Jadwel Mayna
Strategic Planning Manager in Professional Services at Home Assist Health (51-200 employees employees)

Pros

  • The training and orientation from Amazon Connect is excellent, as there are documentations and online live training.
  • Further, Amazon Connect has a scalable call center, that supports voices, chats, and real time messaging.
  • The customer service is also intuitive, with flexible call hours, as the team of helpers is readily available.
  • Lastly, through Amazon Connect, there is a survey and feedback option.

Cons

  • 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.

Return on Investment

  • Through customer survey, we acquire primary hand information about our product, which is a mark in marketing.
  • Further, the cost of running Amazon Connect is very assertive and controlled, solving issues with our audience.
  • The call and chat options are affordable and no extra bailing that is done.

Alternatives Considered

Zoho Desk and Zendesk Talk

Other Software Used

Zoho Projects, Google Analytics, SAP Access Control