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Amazon Connect

Amazon Connect

Overview

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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Recent Reviews
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Reviewer Pros & Cons

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Pricing

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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
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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
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Product Details

What is Amazon Connect?

Amazon Connect Video

What is Amazon Connect?

Amazon Connect Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo
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Comparisons

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Reviews and Ratings

(38)

Reviews

(1-1 of 1)
Companies can't remove reviews or game the system. Here's why
June 28, 2021

Convenient, Effecient, and Affordable Customer Help Program.

JM
Jadwel Mayna
Strategic Planning Manager
Home Assist Health (Hospital & Health Care, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
Likelihood to Recommend
Amazon Connect acts as the reputable call center, which takes every detail that customers have or want, and through professional assistance, proper guidelines are issued. Furthermore, for live chat or real time massaging procedures, Amazon Connect is available and convenient. For internal and external research, Amazon Connect is a tool that guarantees accurate survey results, and feedback are attained on time.
Amazon Connect Feature Ratings
Contact Center Software (13)
96.15384615384615%
9.6
Agent dashboard
100%
10.0
Validate callers
90%
9.0
Outbound response
100%
10.0
Call forwarding
100%
10.0
Click-to-call (CTC)
90%
9.0
Warm transfer
100%
10.0
Predictive dialing
100%
10.0
Interactive voice response
100%
10.0
REST APIs
90%
9.0
Call scripts
100%
10.0
Call tracking
100%
10.0
Multichannel integration
90%
9.0
CRM software integration
90%
9.0
Workforce Optimization (WFO) (9)
95.55555555555556%
9.6
Inbound call routing
100%
10.0
Omnichannel inbound routing
90%
9.0
Recording
100%
10.0
Quality management
90%
9.0
Call analytics
100%
10.0
Historical reporting
100%
10.0
Live reporting
100%
10.0
Customer surveys
90%
9.0
Customer interaction analytics
90%
9.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
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
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.
Other Software Used
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