Amazon Connect Customer
Amazon Web ServicesExternal reviews
85 reviews
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External reviews are not included in the AWS star rating for the product.
Keeps Our Business Drivers Stable and Deliverable
What do you like best about the product?
It helps keep the business driver stable and deliverable.
What do you dislike about the product?
It requires AWS expertise for customization.
What problems is the product solving and how is that benefiting you?
Creates an easy-to-connect cloud setup that makes scaling simple.
Easy to Use and a Real Time-Saver
What do you like best about the product?
It’s easy to use and saves me time in my daily routine.
What do you dislike about the product?
Do not have anything really negative to say
What problems is the product solving and how is that benefiting you?
We initially struggled to get things done, but we’ve seen that it ultimately saves time and leads to cost reductions in the end.
Easy Setup That Upgraded Our Customer Service System
What do you like best about the product?
It’s a very easy set up that helps with my company’s customer service because before it was just my phone number and now I got a whole system for it
What do you dislike about the product?
The ai bugs that sometime occur it’s very frustrating because it takes a while for them to be fixed and the customers view me as the problem
What problems is the product solving and how is that benefiting you?
Like I said in the things I like about it Amazon connect upgraded my customer service system by millions of years because it automated everything when before it was just my cellphone number people called.
Improved My Workflow and Saved Time
What do you like best about the product?
It improved my workflow by reducing the time it takes to get things done.
What do you dislike about the product?
I can’t find any issues. It’s fine with me, so I have no complaints.
What problems is the product solving and how is that benefiting you?
Eliminates expensive hardware and long-term licensing fees, Replaces months of telecom setup with fast cloud provisioning
Amazon Connect–Amazon Q–Salesforce integration: solid potential after Salesforce auth hiccups
What do you like best about the product?
Amazon Connect is used for automatically calling feature implementation in lower cost for the best customization architecture.
What do you dislike about the product?
Amazon Connect implementation docs do not give proper information to implement custom functionality, and basic information is also
What problems is the product solving and how is that benefiting you?
Amazon connect give feature of making AI agents for Automatic call services for different types of reminders calling customers without any human involvement. Also, give connect workspace for testing of newly created AI agents to deploy successfully. Amazon connect taking a lower amount of charges for one call request completion instead of Twilio calling
Superior Remote Customer Service Tool with Low Latency
What do you like best about the product?
We use it for customer service. Being that I work remotely, I have used many alternatives, and Amazon Connect is superior and has lower latency.
Very easy setup, very straightforward integration with Zendesk, and very simple to use.
There was nothing complicated about it.
I use this service daily, for about 9 hours a day, and in the last year, I have had very few issues.
Very easy setup, very straightforward integration with Zendesk, and very simple to use.
There was nothing complicated about it.
I use this service daily, for about 9 hours a day, and in the last year, I have had very few issues.
What do you dislike about the product?
Sometimes the latency spikes; this is normal, but I wish there were more servers to connect to globally.
What problems is the product solving and how is that benefiting you?
An easy way to connect with customers in the US. Given that I am remote, being able to dial out from a US number and have it connect instantly immediately adds authority to my contacts.
Integrated automation with AI has improved customer service efficiency and has supported reliable operations
What is our primary use case?
I have been using Amazon Connect for a couple of months for one of my customer projects. We used Amazon Connect for a customer similar to Teleperformance who was asking for a service to handle the customer service environment. The customer asked for integration with Amazon Connect and Amazon Lex.
What is most valuable?
The stability of the application and the services of Amazon Connect is very good, especially when it integrates with Lex, making the customer service solution more efficient.
This integration helped with automation. AI was very helpful for the automation of customer service capabilities.
This integration helped with automation. AI was very helpful for the automation of customer service capabilities.
What needs improvement?
I do not remember specific features that could be added to Amazon Connect, to be honest, but it has been a long time since I was involved in the project.
For how long have I used the solution?
I have been using Amazon Connect for a couple of months on a customer project, but not extensively, approximately three months in that area.
What do I think about the stability of the solution?
The stability of the application and the services of Amazon Connect is very good, especially when it integrates with Lex and makes the customer service solution more efficient.
I do not think there are negative sides with Amazon Connect. Most of my customers I worked with or heard speaking about Amazon Connect and Lex are speaking in a positive way.
I do not think there are negative sides with Amazon Connect. Most of my customers I worked with or heard speaking about Amazon Connect and Lex are speaking in a positive way.
What do I think about the scalability of the solution?
Amazon Connect is a scalable solution.
How are customer service and support?
The technical support from AWS is average.
It is average because not every time I find a solution. Sometimes I debate with the support team but without result. We try to find a workaround by ourselves. But sometimes they give us the answers. That is why the support is not 100% providing the solutions we need or helping us and not 100% solving any issue. So they are in the average.
I would rate support from a six to seven.
It is average because not every time I find a solution. Sometimes I debate with the support team but without result. We try to find a workaround by ourselves. But sometimes they give us the answers. That is why the support is not 100% providing the solutions we need or helping us and not 100% solving any issue. So they are in the average.
I would rate support from a six to seven.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
I have not been working with the omnichannel communication feature.
I have not been using something similar to Amazon Connect, to be honest, but especially now with Google, I am focusing on the serverless services more, like Cloud Run and Cloud Function.
I have not been using something similar to Amazon Connect, to be honest, but especially now with Google, I am focusing on the serverless services more, like Cloud Run and Cloud Function.
How was the initial setup?
Regarding the installation of the product, it is not that easy but still in the average. It is not easy 100% or difficult 100%. It is just a step through and you did it; it is not that difficult.
What about the implementation team?
I led the people to implement Amazon Connect but was not directly involved in the implementation. For the project I worked on, I do not have many challenges, because the team with me is prepared and has worked with Amazon Connect before. The project is not that big.
What was our ROI?
The customer is satisfied.
What's my experience with pricing, setup cost, and licensing?
Most of my customers are not going with the pay-as-you-go pricing model, as they prefer yearly contracts or three-year contracts. They reserve it. So not all the services we used are pay-as-you-go; mostly it is yearly or three-year plans.
In general, I would say that Amazon Connect is expensive, as it is above average.
In general, I would say that Amazon Connect is expensive, as it is above average.
What other advice do I have?
The installation is not that easy, but it is still in the average. We deployed Amazon Connect on AWS cloud. I give this review an overall rating of 8.
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?
Amazon Web Services (AWS)
simple to use and cost-effective
What do you like best about the product?
its a Tools that let you see current performance, Because it's cloud‑based, we don’t need to invest in servers, telephony hardware, maintenance and its very cost saving
What do you dislike about the product?
For basic use things are OK and you can use easily, but as soon as you want to do somthing brefily you need good technical AWS skills and there support team is not much frindly first time
What problems is the product solving and how is that benefiting you?
its a solving major pain points faced by traditional contact centers high setup costs, lack of flexibility, poor visibility, and disconnected customer experiences
Enhanced AI based call summaries
What do you like best about the product?
It’s a step up for our Service Desk teams and engineers that use Amazon connect, to have the transcribed summary notes transferred into the service now ticketing system. The addition of engineer skills and multiple cues and transfer options is helpful.
What do you dislike about the product?
Initial learning curve takes a fair amount of tweaking, but it does appear that there are options and support needed for the functionality desired.
What problems is the product solving and how is that benefiting you?
Enhanced phone system features and leveraging of AI within our service now ticketing environment.
A flexible and reliable cloud contact center solution
What do you like best about the product?
I like that Amazon Connect is very easy to set up and scale based on business needs. The cloud-based approach means we don’t have to worry about heavy infrastructure, and the integration with other AWS services makes it powerful and customizable. The reporting and analytics features also help track performance and improve customer experience.
What do you dislike about the product?
Sometimes the initial configuration and customization can feel a bit complex, especially for teams new to AWS.
What problems is the product solving and how is that benefiting you?
Amazon Connect solves the problem of managing a traditional contact center by providing a flexible, cloud-based solution. It allows us to handle customer interactions efficiently across multiple channels without investing in complex on-premises infrastructure.
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