A great tool to integrate with your CRMs
October 23, 2025

A great tool to integrate with your CRMs

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Amazon Connect

We use Amazon Connect as a tool to connect calls and chats from users who need immediate support. It allows them to communicate internally with the different support services we offer to ensure the shortest possible response time. It also allows us to integrate their activities with ServiceNow, making it easier for us to document cases and keep track of each agent's activities.

Pros

  • It helps us connect with ServiceNow as a direct integration.
  • It allows us to document everything from the chat with ticket documentation in real time.
  • It allows us to track agent and case activities.

Cons

  • There are probably very few areas for improvement, but it could be a better visual integration with ServiceNow.
  • It could be possible to integrate with more work tools.
  • It could be possible to show some dashboards to users in real time.
  • It helps us connect with ServiceNow through a direct integration.
  • It allows us to document everything from the chat with ticket documentation in real time.
  • It allows us to track agent and case activities.
  • It has allowed us to integrate everything with ServiceNow, and it is very valuable, something that Five9 has not achieved at the moment.
It is very easy to use for any access level and has greatly facilitated users' ability to properly document tickets without getting lost in short or vague comments. Each case is fully tracked through this transcription of information. This made it easier for us to decide whether to implement, use, and maintain it as our contact tool in our customer service center.

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

Amazon Connect Feature Ratings

7.3
Agent dashboard
9
Validate callers
9
Outbound response
7
Call forwarding
7
Click-to-call (CTC)
7
Warm transfer
8
Predictive dialing
5
Interactive voice response
5
Call scripts
8
Call tracking
9
Multichannel integration
6
CRM software integration
8
7.7
Inbound call routing
8
Omnichannel inbound routing
8
Recording
9
Quality management
6
Call analytics
9
Historical reporting
9
Live reporting
6
Customer surveys
6
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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