Amazon Connect after 3 years of use for voice and WhatsApp
We started using Amazon Connect for voice 3 years ago, through an IVR with different flows, some of them with automations integrated with …
Starting at $0 per profile/per month
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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…
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Pricing
Customer Profiles
$0.0025
Cloud
per profile/per month
Chat
$0
Cloud
per message
Contact Lens (5 million+ monthly minutes)
$0.0125
Cloud
per minute
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttps://aws.amazon.com/connect/pricing
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Product Demos
AWS Service Spotlight: Amazon Connect
YouTube
Salesforce CTI Integration | Amazon connect
YouTube
Building Intelligent Contact Center Experiences with Amazon Connect and Salesforce
YouTube
Product Details
- About
- Tech Details
What is Amazon Connect?
Amazon Connect Video
What is Amazon Connect?
Amazon Connect Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
Comparisons
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Reviews and Ratings
(38)Reviews
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August 26, 2023
Amazon Connect after 3 years of use for voice and WhatsApp
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.
- Selfservice flows
- Integrations with third party systems
- Integrations with AWS services as Amazon Lex, Lambdas, S3, etc.
- CCP (Contact Control Panel) Amazon Connect for agents very basic
- Automated outgoing calls
- Omnichannel to attend voice and text by the same agent
70.76923076923077%
7.1
56.66666666666667%
5.7
N/A
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N/A
- 1 year ROI
- 60% of voice and whatsapp contacts automated
- CSAT, CES and NPS achieved
- Overall call center cost reduced
- Talkdesk and Genesys PureConnect (discontinued)
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.
February 24, 2022
Great for startups looking to scale.
Our company uses Amazon Connect as a contact center, which is very helpful and easy to use. We find the scale that Amazon Connect provides is very useful for our company, which is only just starting to build a contact center to support our increasing product line. Amazon Connect allows us to be flexible and provide services as if we were a larger company.
- Easy to use.
- Easy to navigate.
- Great pricing.
- The support line always has a long wait time.
- There is no single point of contact to help me with my issues.
- The interface is always changing, so sometimes difficult to find the same features.
80%
8.0
81.11111111111111%
8.1
N/A
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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.
February 23, 2022
Omnichannel cloud based feature rich super easy contact center
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.
- Auto call distribution.
- Web based scripting.
- Easy chat deployment.
- Call Recording.
- Customer heat check.
- Detailed reporting.
- Live monitoring.
- Support for large contact center with more than 1000s of agents.
- Enterprise level solution.
- More supported regions.
83.07692307692308%
8.3
100%
10.0
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- No CapEx, only pay as you go.
- Scale up or down quickly.
- Omni-channel setup.
- Feature rich.
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
Amazon Connect is the reliable and confident contact real center that we use as a company, which enables us [to] provide our clients with quality customer help, at a controlled price. For several years now, Amazon Connect has made us possible to provide our clients with a quality experience, by immediately solving the queries that face them when using any of the products or services they have. The application gives us seamless encounter[s] on chat and voice options, which includes powerful routine checks, where customers get instant revelations of issues that require some attention.
- 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.
- 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.
96.15384615384615%
9.6
95.55555555555556%
9.6
N/A
N/A
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- 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.
Amazon Connect introduced an analytical and reporting feature, which evaluates the details and the concerns of clients. Besides, Amazon Connect clearly records all the calls, which captures the exact information which we use it in the future. The product is also as important in conducting research, as it maximizes the information that clients issue to us, for successful planning, and business budgeting.