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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
February 23, 2022

Omnichannel cloud based feature rich super easy contact center

Navidut Tauhid | TrustRadius Reviewer
Navidut Tauhid
Information Technology Instructor
HCL technologies (Information Technology & Services, 10,001+ employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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 and Cons
  • 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.
Likelihood to Recommend
We used Amazon Connect for many small to medium contact centers for many clients across the globe. It's a completely cloud-based solution and is very easy to integrate with multiple CRMs like Salesforce as an example. The call flow designing and chat feature is very simple to enable. You can do a data dip with database integration too. Suitable for a few hundred agent setup.
Amazon Connect Feature Ratings
Contact Center Software (13)
83.07692307692308%
8.3
Agent dashboard
100%
10.0
Validate callers
100%
10.0
Outbound response
100%
10.0
Call forwarding
100%
10.0
Click-to-call (CTC)
100%
10.0
Warm transfer
100%
10.0
Predictive dialing
N/A
N/A
Interactive voice response
100%
10.0
REST APIs
N/A
N/A
Call scripts
100%
10.0
Call tracking
100%
10.0
Multichannel integration
100%
10.0
CRM software integration
80%
8.0
Workforce Optimization (WFO) (9)
100%
10.0
Inbound call routing
100%
10.0
Omnichannel inbound routing
100%
10.0
Recording
100%
10.0
Quality management
100%
10.0
Call analytics
100%
10.0
Historical reporting
100%
10.0
Live reporting
100%
10.0
Customer surveys
100%
10.0
Customer interaction analytics
100%
10.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
Return on Investment
  • No CapEx, only pay as you go.
  • Scale up or down quickly.
  • Omni-channel setup.
  • Feature rich.
Alternatives Considered
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
Other Software Used
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