Item: Amazon Connect
Rating: 7
Author: Héctor Morán Blázquez

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 and Cons

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

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)

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.

Key Insights

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?

I wasn't involved with the selection/purchase process

Did implementation of Amazon Connect go as expected?

Yes

Would you buy Amazon Connect again?

Yes

Other Software Used

Salesforce Service Cloud, Aircall

Likelihood to Recommend

Best features:
Easy to set up, with a few steps you can start attending customers. For a basic use, you don't need to know programming, with a few customizations it can be ready.
Easy to mantain, even the end user with a basic training, can change texts and options with a drag and drop system.
Easy to integrate.
Needs improvement:
Complex contact center features not included, needs development
Poor analytics, specific KPIs need to be developed out of Amazon Connect

Amazon Connect after 3 years of use for voice and WhatsApp

Overall Satisfaction with Amazon Connect