Omnichannel cloud based feature rich super easy contact center
February 23, 2022

Omnichannel cloud based feature rich super easy contact center

Navidut Tauhid | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Amazon Connect

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.
  • 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

Do you think Amazon Connect delivers good value for the price?

Yes

Are you happy with Amazon Connect's feature set?

Yes

Did Amazon Connect live up to sales and marketing promises?

Yes

Did implementation of Amazon Connect go as expected?

Yes

Would you buy Amazon Connect again?

Yes

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

9.8
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
10
REST APIs
Not Rated
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
8
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

More Reviews of Amazon Connect

  1. Home
  2. Contact Center Software
  3. Amazon Connect Reviews
  4. User Review of Amazon Connect