I am a managed services engineer for Amazon Connect. I handle deployment, configuration, and making changes, adding, or removing parts of the services for contact centers. We use it internally, however, as a reseller, the service provider I work for has multiple clients who use Amazon Connect for their contact center solution.
Amazon Connect
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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
Has good contact center efficiency with advanced troubleshooting and deployment features
What is our primary use case?
How has it helped my organization?
Amazon Connect has been really beneficial for scaling resources as needed. It allows organizations to only pay when they use it, which is also advantageous for us as a reseller. This scalability has been useful especially during varied demands, for instance, during COVID times.
It can also handle a reduced number of users when not needed, which is very handy and cost-effective. Additionally, it has been really helpful for login behaviors and call recording.
We use CloudWatch for troubleshooting, and we have a set template in our CloudFormation stack, which allows us to quickly build call flows for clients based on their options.
What is most valuable?
The features I found most valuable include CloudFormation, which helps use multiple stacks to deploy the services and features we want, and CloudWatch, which is useful for troubleshooting and monitoring various aspects of the contact center solution.
Another feature that significantly enhanced contact centers is the ability to handle both chats and voice contacts, which helps in routing to respective channels.
What needs improvement?
There has been a feature request to track call recordings for transferred calls from internal agents to external numbers. I also would like to see a cold transfer capability instead of only offering a warm transfer.
For how long have I used the solution?
I have been working with this solution for about two and a half to three years.
What do I think about the stability of the solution?
I found Amazon Connect to be the most stable among cloud technologies. I would rate it ten because there has only been one issue with SAML authentication, which was related to our use of a single region without redundancy. Since then, we have implemented cross-region operations.
What do I think about the scalability of the solution?
How are customer service and support?
AWS Premium Support has been very helpful. For urgent issues, they have been willing to get on phone calls or Chime meetings to assist. Their response to non-urgent issues is also prompt, usually providing resolutions within a few hours.
All the support engineers have been polite, patient, and provided time to explain problems before offering solutions.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
I have worked with traditional PBX and two other cloud environment phone solutions before using Amazon Connect. I find Amazon Connect terrific.
How was the initial setup?
The initial setup was quite easy, rating it a ten. There is good documentation and handy tools available. We also received assistance from our DevOps and solutions team, which further facilitated a smooth deployment.
What about the implementation team?
Our presale team and service delivery team work through the scope and requirements with customers. We involve our DevOps team and my managed services team to propose different features and solutions. Once finalized, we proceed with configuration and deployment, followed by UAT and customer training, before going live.
What's my experience with pricing, setup cost, and licensing?
The pricing is rated ten due to its scalability and cost-effectiveness based on the level of usage. Several services are available to choose from, charging only when Lambda functions are triggered. The first question is scalability, and the cost-effectiveness is significant.
What other advice do I have?
Having dealt with traditional PBX and alternative cloud phone solutions, I find Amazon Connect to be excellent. Its documentation for training, certification, and procedural guidance is extensive, making it a standout choice.
I'd rate the solution ten out of ten.
Offers, real-time analytics feature, useful for customer support operations,
What is our primary use case?
Amazon Connect is a contact center solution we use for our support services. It allows us to better serve our customers.
How has it helped my organization?
It's been really useful for customer support operations. We have used a traditional telephone system before, so this is much better. No complaints.
It was surprisingly easy to integrate Amazon Connect with our existing IT systems. We've connected it with a lot of other AWS solutions.
What is most valuable?
I like the call flow functionality. It lets us easily decide how to route calls, which is extremely helpful.
There's a basic support function when it comes to real-time analytics features. They also recently launched an AI feature that automatically analyzes calls.
So, the analytics functions help with decision-making. It helps us with staffing to know how to best support our customers.
When it comes to the flexibility and customization options in Amazon Connect, I would rate it a ten out of ten.
What needs improvement?
I would like to add more outbound features. Right now, it's really strong with inbound but it could be better with outbound calls.
In future releases, I would like to see features related to outbound dialing. If they could add an automated outbound feature, similar to a predictive dialer, that would be really helpful.
For how long have I used the solution?
We work with different Amazon products. We use CloudWatch for monitoring and rely heavily on the cloud right now. We have other teams working on functions with AWS Lambda.
So, I have been using Amazon Connect for five years now.
What do I think about the stability of the solution?
I would rate the stability a ten out of ten. It is a stable product.
What do I think about the scalability of the solution?
It is easy to scale. I would rate the scalability a ten out of ten.
There are around 300 end users in my company.
How are customer service and support?
No complaints. The customer service and support are good. I am happy with the response time and quality of support.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
We used other systems before for outbound calls and telephony needs. Amazon Connect is really simple, straightforward, and very flexible. It has a real edge over competitors.
How was the initial setup?
The initial setup is very simple.
What about the implementation team?
We deployed it ourselves.
What's my experience with pricing, setup cost, and licensing?
I would rate the pricing a nine out of ten, with ten being the most affordable.
The pricing is quite reasonable. Connect charges fairly per call.
What other advice do I have?
Overall, I would rate the product a ten out of ten. I would definitely recommend it to other users. Because Amazon Connect is a robust telephony system, it handles incoming calls perfectly.
However, for enterprises to get maximum use, we often need a dialer system. For example – you have a list of people to call, you load it, and the system automatically dials and connects you without having to manually dial each number. That's the kind of automated outbound dialing feature. So, I'd like to see an automated outbound feature added to Amazon Connect.
Best cloud based contact center
What do you like best about the product?
We can use multiple aws cloud services to implement this amazon connect
S3 to store data
Cloud watch to monitor logs
Dynamo db as target data
Lex for chat bots
We can create the contact center in hours using this amazon connect
S3 to store data
Cloud watch to monitor logs
Dynamo db as target data
Lex for chat bots
We can create the contact center in hours using this amazon connect
What do you dislike about the product?
Bit slow compared to cisco
Need to work with various other services
Need to work with various other services
What problems is the product solving and how is that benefiting you?
Time taking for creating this contact center is less
We can monitor the errors and issues using cloud watch
Easy to use
Optimal solution for bankimg and isnuramce domains
We can monitor the errors and issues using cloud watch
Easy to use
Optimal solution for bankimg and isnuramce domains
For a seamless communication in any part of the world
What do you like best about the product?
I do like it cause it is one of our tools in the office that helps us a lot to close business deals and to connect with our clients on a daily basis and of course it is very reliable
What do you dislike about the product?
i dont dislike anything in amazon coonect everything is perfect and reliable when it comes to communication
What problems is the product solving and how is that benefiting you?
connecting with our clients easily and it benefits us to grow more on our sales
A great tool for every business company.
What do you like best about the product?
What's best about Amazon Connect is that you can easily call someone no matter if it is local or domestic.
What do you dislike about the product?
So far I don't have any dislike about Amazon Connect because it can function well in our company.
What problems is the product solving and how is that benefiting you?
The problems that Amazon Connect solve in our company is that it can connect easily with our local and domestic colleague and it function as smoothly as butter.
Worth it Experience!
What do you like best about the product?
I'd like the most to amazon connect is for it being user friendly. It really makes my work much more easy and it's very convenient to use, I also like the background of the software since it is very neat.
What do you dislike about the product?
Sometimes, what I don't like to amazon connect is that, it is being automatically logged out and you have to log in again so you can continue to use it, and sometimes, you cannot call due to an error
What problems is the product solving and how is that benefiting you?
I can easily communicate with my other business partners also the hotels and airlines. We can actually solve the client's request's right away by using this software and I really recommend it to the other company.
I develop contact centre solutions using amazon connect
What do you like best about the product?
Its easy to develop and we can integrate with other applications seamless providing best experience for both developers and customers.
Compared to other OEM aws connect is the best.
Compared to other OEM aws connect is the best.
What do you dislike about the product?
The UI keeps changing and there are minor bugs with new releases except that there's nothing to complain. With respect to documentation wish they keep updating with respect to new features.
What problems is the product solving and how is that benefiting you?
It was painful to establish and develop on premise contact centre solutions but now with Amazon connect everything is so much better for both development and maintenance.
Amazon connect is a perfect omni channel for any contact
What do you like best about the product?
Hierarchy is the best and easiest way to manage and monitoring team stats
What do you dislike about the product?
Reportings Are not very much understandable. You must provide some formulas along the report that is being used to calculate on any report.
What problems is the product solving and how is that benefiting you?
Voice call outbound campaign. Did that with the help of lambda function placing callback against every number the lambda is runned for.
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