Automate your contact centre with Amazon Connect
November 03, 2025

Automate your contact centre with Amazon Connect

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Amazon Connect

We have integrated our chat/voice IVR(Automation) platform with Amazon Connect. Also, we have another product which is called Agentassist which will be useful for the contact center agent while talking to customer.

Pros

  • It has two flavors of solution, TPA & CCP. TPA(3rd Party Application) is when the whole solution is on the Amazon Connect cloud platform. But, for more customization of the solution it offers CCP(Custom Contact Panel)
  • It's easy to create simple to complex usecase using Amazon Connect flow & using lex and lambda function.
  • It has a in built integration with Salesforce using Service cloud voice. So, for existing Salesforce customer enabling agents to have a voice platform, Amazon Connect is a good option.

Cons

  • Currently, they don't support reading SIP headers which is sent to aws from 3rd party after Self service/automation in a Agent transfer.
  • Support for rich template(configured in Lex) in the Test flow of chat in Amazon Connect is missing.
  • Less cost as compared to on prem. Easy to buid solution with easy deployment with lambda, lex, dynamoDB & API gateway
  • Seamless integration with CRMs like Salesforce & servicenow
  • But, less out of the box reporting tool may not meet big enterprise need, which might increase the cose for integration with external reporting tool
It is reliable system.
It has own IVR, Database(DynamoDB)
Backend(Lambda)
support of multi channel(email, chat & voice)
Integration with some of the biggest CRM system



It's a big and old player in the market. They are reliable and have a good support for huge load or performance, hence we can be assure in case of scaling up the system to handle lots of concurrent request.
Amazon Connect support system is really amazing amongst all other platform. Their engineers will call you within 2-3 minutes for business critical cases.

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

- Already have a AWS or Salesforce License
- Have some developer to back the Lex and Lambda design. As Lambda needs some backend business logic building experience.
- For voice the setup in Amazon Connect is very easy.

Amazon Connect Feature Ratings

8.6
Agent dashboard
9
Validate callers
8
Outbound response
8
Call forwarding
Not Rated
Click-to-call (CTC)
8
Warm transfer
Not Rated
Predictive dialing
Not Rated
Interactive voice response
9
REST APIs
9
Call scripts
Not Rated
Call tracking
Not Rated
Multichannel integration
8
CRM software integration
10
7.8
Inbound call routing
8
Omnichannel inbound routing
8
Recording
Not Rated
Quality management
Not Rated
Call analytics
9
Historical reporting
Not Rated
Live reporting
6
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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