Sold by: ConnectPath CXÂ
Deployed on AWS
Vendor Insights
Supercharge Amazon Connect with ConnectPath CX the low-cost contact center solution built on Amazon Connect. ConnectPath CX adds dozens of features to Amazon Connect including Email, SMS\text, Agent\Agent Chat & Call. 14 day Free Trial.
Overview
Supercharge Amazon Connect with ConnectPath CX the low-cost contact center solution built on Amazon Connect. ConnectPath CX is an omnichannel wrapper for Amazon Connect. Why spend time and money developing the features your contact center requires when you can subscribe to ConnectPath CX? Nothing to install, use your Amazon login credentials and take advantage of holiday schedules, ad-hoc queue close with custom prompts, SMS and Email Routing, disposition codes, recording retrieval\playback, and agent collaboration. ConnectPath CX adds dozens of new features to Connect with more being adding regularly. Save time and money on your Amazon Connect deployment.
ConnectPath provides unsurpassed integration capabilities between Amazon Connect and third-party systems which includes Microsoft Teams, Microsoft Dynamics and Chime SDK (for Video Calls). Our Microsoft Teams integration provides bi-directional synchronization of user status (presence) between Amazon Connect and Microsoft Teams and synchronization of contacts from Microsoft Teams for Click-to-call within ConnectPath, via Amazon Connect. True Omnichannel capabilities are expanded to allow agents to initiate a Video Call with a customer, by providing a link (via outbound SMS, E-Mail, or Voice) to join a Video Call from any browser-based device, without the need for separate services or infrastructure. Cradle-to-the-grave data from Connect can also be integrated to Microsoft Dynamics, allowing the creation, update and dispositioning of records in Microsoft Dynamics and embedded or Popout display of the Microsoft Dynamics UI from within ConnectPath.
14 day Free Trial.
Highlights
- ConnectPath CX turns your Amazon Connect call center into a fully featured Contact Center
- Amazon Connect + ConnectPath CX provides a seamless experience across voice, chat, email & text for your customers and agents
- ConnectPath CX for Amazon Connect add dozens of features immediately
Details
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Pricing
Pricing is based on actual usage, with charges varying according to how much you consume. Subscriptions have no end date and may be canceled any time.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Cost/user/hour |
|---|---|
Free Trial for 14 days. All the features of Dextr are available | $0.00 |
Dextr Flex (OmniChannel + Report Generator + Agent PBX) | $0.33 |
Vendor refund policy
Please contact us through https://connectpath.cx/contact-amazon-connect/Â and we will engage with you to address your request.
Legal
Vendor terms and conditions
Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA)Â .
Content disclaimer
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Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Resources
Support
Vendor support
CloudHesive can offer support for both ConnectPath CX and the customer's instance of Amazon Connect. For ConnectPath support please see https://connectpath.cx/resources/support/Â For Professional Services please see
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
Updated weekly
By ConnectPath CX
By OMNINGAGE
By Genesys
Sentiment is AI generated from actual customer reviews on AWS and G2
Functionality
Ease of use
Customer service
Cost effectiveness
Positive reviews
Mixed reviews
Negative reviews
AI generated from product descriptions
Omnichannel Communication
Supports multiple communication channels including voice, email, SMS, text, and agent-to-agent chat
Third-Party System Integration
Provides integration capabilities with Microsoft Teams, Microsoft Dynamics, and Chime SDK for video calls
User Status Synchronization
Enables bi-directional synchronization of user presence between Amazon Connect and Microsoft Teams
Video Call Capabilities
Allows agents to initiate video calls with customers through browser-based links without additional infrastructure
Contact Center Workflow Enhancement
Supports advanced features like holiday schedules, ad-hoc queue closure, disposition codes, and recording retrieval
Cloud-Native Architecture
Leverages Amazon serverless and cloud-native technologies with no hardware resource deployment requirements
Multi-Channel Communication
Supports Voice, Chat, SMS, and Social Media contact handling with integrated communication channels
Performance Analytics
Provides data-powered dashboards and visualizations for agent performance, interaction quality, and customer sentiment metrics
Integration Capabilities
Offers open APIs for custom reporting, business intelligence, and integration with multiple CRM platforms and corporate directories
Advanced Contact Management
Includes customer interaction history, customer journey visualization, call state management, multi-wrap-up notes, and call tagging features
Microservices Architecture
Cloud-native platform built with microservices-based architecture enabling modular and scalable design
Omnichannel Communication
Supports unified customer interactions across multiple channels including voice, chat, email, and social platforms
AI-Powered Analytics
Integrated artificial intelligence capabilities for customer journey analytics and sentiment analysis
API-First Development
Open API development approach allowing flexible integration and customization of communication systems
Experience Orchestration
Advanced platform for connecting contextual interactions and delivering proactive, predictive customer engagement across marketing, sales, and service touchpoints
Validated by AWS Marketplace
FedRAMP
GDPR
HIPAA
ISO/IEC 27001
PCI DSS
SOC 2 Type 2
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No security profile
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Standard contract
No
Customer reviews
5
1 ratings
1 AWS reviews
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24 external reviews
Star ratings include only reviews from verified AWS customers. External reviews can also include a star rating, but star ratings from external reviews are not averaged in with the AWS customer star ratings.
Accounting
We love Connect Path
Reviewed on Sep 09, 2024
Review provided by G2
What do you like best about the product?
Visual Dashboard, great for watching teams progress at a glance.
What do you dislike about the product?
Sometimes the reports aren't always in sync with Amazon Reports.
What problems is the product solving and how is that benefiting you?
Tracking the teams progress
Lucky J.
Contact Centre Configuration Engineer
Reviewed on Sep 05, 2024
Review provided by G2
What do you like best about the product?
One of the standout features I really like about ConnectPath CX is the clean and modern interface especially the dashboard view. Overall, the improved analytics and customization options offer greater flexibility for both admins and customers.
What do you dislike about the product?
Additionally, while the platform is feature-rich, it can take some time for agents to fully adapt — so more tailored training or onboarding resources would be beneficial.
What problems is the product solving and how is that benefiting you?
It is unified experience, ensuring that customers can seamlessly switch between channels (chat, phone, email, social media) without losing context, creating a smoother journey.
Shweta K.
Fantastic Team
Reviewed on Sep 05, 2024
Review provided by G2
What do you like best about the product?
One thing I really like about the new ConnectPath CX is how much smoother and more user-friendly the interface feels. It’s a lot easier to navigate, and that makes a big difference during busy shifts.
What do you dislike about the product?
One thing that made me like ConnectPath CX a bit less is that with almost every new release, something that was already working tends to break.
What problems is the product solving and how is that benefiting you?
ConnectPath CX streamlines customer interactions and automates workflows, saving time and reducing complexity. It also enhances data integration, leading to improved decision-making and a better customer experience.
Mujaheer S.
ConnectPath opt for Amazan Connect
Reviewed on Sep 04, 2024
Review provided by G2
What do you like best about the product?
ConnectPath has become an integral part of our customers' operations. I think ConnectPath understands the intricacies of how Amazon Connect and its API work, and they are making the best use of this Amazon Cloud Contact Center solution, from essential to advanced features. Its user-friendly interface is loved by our customers, and in fact, some customers don't even realize it operates on top of Amazon Connect. All in all, I appreciate how ConnectPath strives to keep the application up-to-date, and their timely resolution of any minor software-related issues is amazing. Keep up the good work!
What do you dislike about the product?
Nothing major, however, we did receive a few customer complaints about the historical report formatting, where it prints 'NA' for certain data metrics.
What problems is the product solving and how is that benefiting you?
There are quite a few feature that ConnectPath offers which includes Blind Tranfer, Ad-Hoc holiday schedules, soft ringtones, fancy looking interface.
System glitches
Reviewed on May 14, 2024
Review provided by G2
What do you like best about the product?
Easy to read for our agents, I like how you can categorize them.
What do you dislike about the product?
System issues, It will disconnect from calls or will not load properly.
What problems is the product solving and how is that benefiting you?
They haven't that I have seen.