Amazon Connect Analytics allows customers and users to gain insights into their contact center data, understand their volume, and build dashboards to achieve visibility.
Custom dashboards have provided deeper contact insights and help prevent recurring fraud calls
What is our primary use case?
What is most valuable?
The best features Amazon Connect Analytics offers are the custom dashboarding capabilities, which allow me to build, cut, and slice the data according to my specific needs rather than relying solely on the out-of-the-box dashboards.
The custom dashboarding helps me and my clients in day-to-day work by providing visibility based on custom attributes on the contact, enabling us to build reports tailored to our requirements.
Thanks to the visibility and flexibility of the dashboards in Amazon Connect Analytics, I can act upon the actual events occurring in the solution. We now have more operational insights into what is happening in our environment.
What needs improvement?
Amazon Connect Analytics could be improved by being even more flexible, particularly in allowing dashboard embedding in third-party applications. If we want to embed the dashboards in another tool, that capability would be valuable.
For how long have I used the solution?
We have used Amazon Connect Analytics on some projects a few years back.
What do I think about the stability of the solution?
Amazon Connect Analytics is stable and performs well in my experience.
What do I think about the scalability of the solution?
The scalability of Amazon Connect Analytics is performing well.
How are customer service and support?
The customer support for Amazon Connect Analytics is sometimes not as responsive and helpful as we would prefer, but it is not the worst. We have had a few occasions where we received great help from their support team.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
Before Amazon Connect Analytics, we used Calabrio, but we wanted a more cost-effective solution. Amazon Connect Analytics data analytics seemed to be a better option for our needs.
What's my experience with pricing, setup cost, and licensing?
My experience with pricing, setup cost, and licensing for Amazon Connect Analytics has been satisfactory so far.
Which other solutions did I evaluate?
Before choosing Amazon Connect Analytics, I evaluated Calabrio, which we had used previously.
What other advice do I have?
We identified that too many fraud calls were coming to our contact center. Thanks to the identification of those calls through Amazon Connect Analytics, we were able to make changes to our flow, adjust the experience, and prevent long-lasting fraudulent calls.
My advice for others looking into using Amazon Connect Analytics is to deploy it to your account and ensure the data resides within your organization under your control, allowing you to customize your reports. I would rate this product an 8 out of 10.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
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