Amazon Connect Customer
Amazon Web ServicesExternal reviews
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Incredible quality in international calls and very easy call storage
What do you like best about the product?
You can call internationally (Australia) and the quality is incredible. Additionally, the calls are stored very easily.
What do you dislike about the product?
All the functions are good for now, I have no complaints.
What problems is the product solving and how is that benefiting you?
My department handles legal and security cases, which is why it is essential to have a communication method that is always available and very reliable.
Easy, Fast, and Straightforward—A Unified Solution That Delivers
What do you like best about the product?
Easy to use, straightforward, and very quick to respond. It feels like a unified solution that delivers exactly what you need.
What do you dislike about the product?
The user interface could be more attractive and engaging for the younger generation.
What problems is the product solving and how is that benefiting you?
Manage customer experiences, support operations, and workflows.
Easy to Navigate with Readily Available Customer Service
What do you like best about the product?
Easy to navigate, and customer service readily available
What do you dislike about the product?
Wish there was a Spanish version to make it easier for others
What problems is the product solving and how is that benefiting you?
Solving problems like easier access for everyday products
Easy to Use, Great Performance and Value with Strong Training & Support
What do you like best about the product?
the ease of use and how you are able to navigate and the over all performance and cost is really a huge plus. With training and support are great
What do you dislike about the product?
at the moment we are happy with what we are being provided with
What problems is the product solving and how is that benefiting you?
faster with the use of AI being used
Scalable Pay-as-You-Go Call Center with Seamless Integrations
What do you like best about the product?
Our call center on Amazon Connect's platform has the ability to scale up or down instantly based on the volume of calls, which is a game-changer for us. Regardless of the number of agents we have online, the AI system handles it without the need for hardware upgrades.
Unlike the "old school" call providers who used to charge per seat, Amazon Connect only charges for what we use. This billing model has significantly reduced our admin and overhead costs.
It connects seamlessly with other AWS services like S3 for call recordings, Lex for AI chatbots, and Kinesis for real-time data streaming. It is super easy to integrate with many external providers' platforms too, such as Deepgram, Salesforce, and more.
The Contact Flow Editor is one of our fun tools. You can play around with building simple to complex IVR flows using a visual drag-and-drop interface, which greatly increases live deployment to the call center.
Unlike the "old school" call providers who used to charge per seat, Amazon Connect only charges for what we use. This billing model has significantly reduced our admin and overhead costs.
It connects seamlessly with other AWS services like S3 for call recordings, Lex for AI chatbots, and Kinesis for real-time data streaming. It is super easy to integrate with many external providers' platforms too, such as Deepgram, Salesforce, and more.
The Contact Flow Editor is one of our fun tools. You can play around with building simple to complex IVR flows using a visual drag-and-drop interface, which greatly increases live deployment to the call center.
What do you dislike about the product?
The user interface and stats hub sometimes feel a bit pre-modern when compared to modern SaaS competitors like Retell AI.
Mastering the the basic tools seems easy, but implementing advanced features often requires a deeper understanding of the inter-connected AWS Connect ecosystem, especially the Lambda functions.
Since it is fully web-based, the quality of calls is largely depends on a very good internet connectivity. Once in a while, we can confirm to have experienced dropped calls during peak times.
For AWS Support, the new AI-based system has really slowed down the response times for us but that's not much of a worry because we are now used to the platform.
Mastering the the basic tools seems easy, but implementing advanced features often requires a deeper understanding of the inter-connected AWS Connect ecosystem, especially the Lambda functions.
Since it is fully web-based, the quality of calls is largely depends on a very good internet connectivity. Once in a while, we can confirm to have experienced dropped calls during peak times.
For AWS Support, the new AI-based system has really slowed down the response times for us but that's not much of a worry because we are now used to the platform.
What problems is the product solving and how is that benefiting you?
Amazon Connect was a timely solution to our need for a remote-friendly, omnichannel customer contact center and lead management solutions. It also enables our agents to work from anywhere with just a browser and a headset.
Connect has given our team very good insights into agent performances through its in-built real-time analytics and reporting tools. That's why are always grateful to have transited from the old-styled, on-premises PBX system which was manual to operate, costlier to maintain and difficult to update.
Connect has given our team very good insights into agent performances through its in-built real-time analytics and reporting tools. That's why are always grateful to have transited from the old-styled, on-premises PBX system which was manual to operate, costlier to maintain and difficult to update.
Easy to Use, Seamless Call Search, and Massively Helpful AI Summaries
What do you like best about the product?
It’s very easy to use. Finding previous calls feels seamless, and the filters really help you locate exactly what you’re looking for. The AI summaries also help massively.
What do you dislike about the product?
It can be difficult to pick up certain accents, and it sometimes flags obscenities by accident even when none have been said.
What problems is the product solving and how is that benefiting you?
When I search through my call history, the range of filters and options makes it easy and quick to find exactly the information I’m looking for.
Easy to Use with Live Call Listening and Effortless Reporting
What do you like best about the product?
Easy use, live listening calls, easy report building, easy export
What do you dislike about the product?
I cannot find anything wrong with the product considering we have been using it for 7 yrs
What problems is the product solving and how is that benefiting you?
Tracking calls, listening calls which helps us provide training where needed. Having transcript on each call is very helpful too if you cannot listen to it
Amazon Connect: Flexible, Scalable Cloud Contact Center with Seamless AWS Integration
What do you like best about the product?
I like that Amazon Connect is flexible and scalable—it lets teams quickly build, customize, and scale a cloud contact center while integrating easily with the rest of AWS.
What do you dislike about the product?
It can feel complex to set up and manage, especially for teams without deep AWS experience, and some advanced features require extra configuration or third-party tools.
What problems is the product solving and how is that benefiting you?
Amazon Connect solves the problem of building and scaling a contact center without heavy infrastructure. It makes it easier to launch quickly, integrate with other systems, and scale on demand—helping teams stay flexible, reduce overhead, and adapt as customer needs change.
Amazon Connect Awesome Experience
What do you like best about the product?
Help our company to keep track of time. It is easy to integrate with other platforms. Has a good number of features and it is easy of use.
What do you dislike about the product?
I think the interface could look more modern.
What problems is the product solving and how is that benefiting you?
Keep a good track of agents' connectivity, plan schedules, and track performance.
Amazon Connect streams developer
What do you like best about the product?
It is easy to use and implement with a bundle of features and security and could easily be plugged in with other AWS services
What do you dislike about the product?
It would be great if a free tier account is provided for developers or a free of cost call simulation ability.
What problems is the product solving and how is that benefiting you?
Improves agent productivity and makes support process seamlessly
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