Amazon Connect
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Cloud Based Contact Centers? Now, Amazon has literally thought of everything!!
What do you like best about the product?
Cloud Based Contact Centers? Now, Amazon has literally thought of everything!! Take everything fantastic about Amazon technologies and offerings and put them into the contact center. This product is a game changer especially when compared to the archaeic software that's available. It was deployed very quickly and the pricing ensures that you only pay for the usage.
What do you dislike about the product?
No WFM is provided but you can stream contact data using Amazon Kinesis.
No Outbound capabilities.
No Outbound capabilities.
What problems is the product solving and how is that benefiting you?
Agent numbers are constantly changing and the solution ensures that scaling within the contact center is done appropriately. We were also seeking a better way to back up the data and this solved both goals.
Recommendations to others considering the product:
When thinking about the trends involving the cloud, automations, and user experience Amazon Connect literally mashes them all together. It's worth compared the connect platform and self service experience to your current contact center software.
Game changer!
What do you like best about the product?
This solution is very intuitive and friendly to use by having an easy to use GUI where you can define custom business processes for all your call routing needs.
What do you dislike about the product?
Custom code maybe required for more complex business scenarios.
What problems is the product solving and how is that benefiting you?
The ability to route calls to a representative based on time of day.
Connect review for large call centers
What do you like best about the product?
Like how easy it is to get setup and running within few hours.
What do you dislike about the product?
Calls flows migration from dev environments to prod as it is tedious
What problems is the product solving and how is that benefiting you?
Call center. It is easy to setup.
Amazon Connect
What do you like best about the product?
Ease to customize our customer care and sales experiences.
What do you dislike about the product?
Scalability limits set too low. Critical features are not yet available in AC.
What problems is the product solving and how is that benefiting you?
We have replaced our previous contact center technology with AC. Benefits will enable us to re-image how we connect with and support our customers.
Turn your cost center into a profit center
What do you like best about the product?
The ability to only be charged for what you use and be able to scale to any size at any time.
What do you dislike about the product?
Product is still maturing so integrating will contact center needed soluitons are not yet readily out of the box available.
What problems is the product solving and how is that benefiting you?
To have a secure platform and be able to turn up a contact center quiickly
Recommendations to others considering the product:
Go for it
Great contact center service
What do you like best about the product?
We have done a few POC's, but have not switched over to Amazon Connect yet due to contractual agreements with current vendor. Once we are out of contract, we are doing the switch.
What do you dislike about the product?
Our lock in with current vendor - have no complains about Amazon Connect
What problems is the product solving and how is that benefiting you?
Contact center
Great up and coming platform
What do you like best about the product?
The Amazon Connect platform provides a tremendous amount of flexibility that enables companies to build as needed.
What do you dislike about the product?
User interface experience could be more intuitive
What problems is the product solving and how is that benefiting you?
Basic contact center services
Easy to configure, Pay-as-you-go pricing
What do you like best about the product?
Empowers business users to control contact flows without needed development work. Improves speed to market and allows for continous innovation.
What do you dislike about the product?
Some features available on legacy platforms are not readily available out-of-the-box. But being an open platform, it's easy to enable these through other AWS services.
What problems is the product solving and how is that benefiting you?
Automating customer interactions that are low-value and don'e need to go to a human.
contact center
What do you like best about the product?
the ease of onboarding and design of call flows
What do you dislike about the product?
difficulties with biometrics integration
What problems is the product solving and how is that benefiting you?
transform contact center
Customer service
What do you like best about the product?
Most of our retail customers we are proposing comparing with traditional.
What do you dislike about the product?
We use third party for sip trunks we should have those features with AWS
What problems is the product solving and how is that benefiting you?
Customer service
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