Amazon Connect
Amazon Web ServicesReviews from AWS customer
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AWS is simple to use
What do you like best about the product?
Amazon Connect has a simple interface and also it is very complete. It has all the relevant data you may require to track down agents' progress and analyze the interactions they handle, providing helpful data.
What do you dislike about the product?
I think they could improve the AI system. This is because the transcript of the calls is not accurate at all even when the conversation could be understood clearly.
What problems is the product solving and how is that benefiting you?
When trying to coach agents to improve the way they handle the interactions by providing them feedback, Amazon Connect is able to provide information such as the non-talk time, hold time, and duration time, to find the areas of opportunities for each interaction.
It has it all
What do you like best about the product?
How easy it is to find records and pull out reports! Recording availability, call monitoring.
What do you dislike about the product?
Not much to say, it's a very effective software.
What problems is the product solving and how is that benefiting you?
It's essential to communicate with our partners and customers. We are benefiting as we have a 24/7 Support Team.
The future voice system
What do you like best about the product?
Easy to manage and interface is very user friendly
What do you dislike about the product?
As it is web based you need to have a stable connection.
What problems is the product solving and how is that benefiting you?
Application crash, as it is web based it can recover very quickly versus other softwares which takes time to recover when it crashes or lost connection.
Asynchronous chat facility for banking profile
What do you like best about the product?
Amazing chat facility for banks across the globe. It makes sure that anyone can access any chat and start typing from there. No need to look for history just scroll down and you'll get to know everything about it. Can be used on any browser. It reflects the timescale for the customer when someone connects or leaves the chat so that, once can resume their work and only be available on the banking app when someone enters the chat. basic features are available like emojis and standard templates.
What do you dislike about the product?
The following points were noted while using the application:
- Does have restrictions to use special characters such as the pound or dollar signs which does not shorten the conversation.
- From an employee perspective, chat gets disposed of if by mistake click on end chat. Need to have returned to chat feature available.
- chat gets ended without writing anything to stakeholders/clients. Should have restrictions
- word bandwidth should be increased from 1024 to 2000
- Chat should not be autoclosed. It should give a warning before closing the chat from a customer or employee perspective so that, one should be treated as not being acknowledged
- Does have restrictions to use special characters such as the pound or dollar signs which does not shorten the conversation.
- From an employee perspective, chat gets disposed of if by mistake click on end chat. Need to have returned to chat feature available.
- chat gets ended without writing anything to stakeholders/clients. Should have restrictions
- word bandwidth should be increased from 1024 to 2000
- Chat should not be autoclosed. It should give a warning before closing the chat from a customer or employee perspective so that, one should be treated as not being acknowledged
What problems is the product solving and how is that benefiting you?
IT helps to connect with the customer via chat or telephone whether you're in the office or work from home. It can be easily accessible through the remote network and provide an easy interface.
Benefits of this application:
- Can accept multiple calls and messages
- Give/show timelines to everyone who has been answered or who requires more time to deal with it.
Benefits of this application:
- Can accept multiple calls and messages
- Give/show timelines to everyone who has been answered or who requires more time to deal with it.
Amazon Connect is a great software to speak to clients sitting in another countries.
What do you like best about the product?
I do not have to use my cellphone to call the customer in America, I can directly use amazon connect to call them on their mobile.
There is no other phone or device required. The software on your laptop works like a phone itself.
The voice clarity is clear.
There is no other phone or device required. The software on your laptop works like a phone itself.
The voice clarity is clear.
What do you dislike about the product?
My Jabra headphone controls don't work with Amazon connect. I have to use the mouse to dial/answer/close the calls. If the headphone controls work then it will become more user-friendly.
What problems is the product solving and how is that benefiting you?
I can contact customer on their cellphones sitting in their own country.
Thanks to Amazon Connect I don't have to use my cellphone for calling clients.
Thanks to Amazon Connect I don't have to use my cellphone for calling clients.
Recommendations to others considering the product:
Opt for Amazon connect as it is a desktop software, user-friendly to receive calls, voice clarity is brilliant.
Amazon Connect
What do you like best about the product?
I like how the software is easy to answer calls on. It's easy to look up previous phone calls in the system. The system itself is pretty fast and definitely is a great option for a company who has a call center.
What do you dislike about the product?
I disliked the "callback" options feature. Sometimes it was overwhelming answering calls that no longer needed to be assisted. It backed up the entire center and we couldn't assist the people who needed the most assistance.
What problems is the product solving and how is that benefiting you?
We were able to assist calls at a fast pace and solve order problems intermittently at the same time. It takes calls at an alarmingly fast speed. It's a great call center option.
Recommendations to others considering the product:
I wish there was an option to be able to post my account notes when answering phone calls.
Best when it comes to managing call centers
What do you like best about the product?
Amazon connect's all features for real-time metrics are amazing. It has also nice reporting on Historical metrics as well
What do you dislike about the product?
Amazon connect need to improve in their UI/UX. It should be customer friendly and customizable as per need
What problems is the product solving and how is that benefiting you?
Amazon connect really plays nice role when it comes to managing IVR and call routing
Amazon Connect service is great for Cloud contact center operations
What do you like best about the product?
Amazon Connect provides integrated multiple channels for interacting with customers. It uses NLP, Amazon AI, and ML technologies to offer an Alexa-like experience.
What do you dislike about the product?
Integrating with legacy on-prem systems may be a bit complicated.
What problems is the product solving and how is that benefiting you?
With Amazon Connect, I am trying to take advantage of the agility and scalability features of the AWS cloud. It helps to save time to set up and helps to keep costs significantly low.
Recommendations to others considering the product:
I recommend trying out Amazon Connect as it is straightforward to set up and run.
Amazon connect
What do you like best about the product?
The most helpful thing about using Amazon connect is that I'm able to use the platform directly on my computer not having to use a standalone physical phone system
What do you dislike about the product?
What I dislike about it is that sometimes the information that comes through isn't accurate on the end of the customer so I always have to confirm that the information is correct on my end
What problems is the product solving and how is that benefiting you?
The problems that are being solved with Amazon connectors that we were able to get rid of our standalone physical phones to use Amazon and also Amazon connect is able to narrow down where to transfer the customers to so that they're not wasting time by getting to the wrong department which is a wonderful benefit
Recommendations to others considering the product:
Highly recommend that if you are looking for a program that can do multiple tasks such as determine where customers are needing to go and or just to be able to communicate with your customers with this program is a must
Great when it works
What do you like best about the product?
Amazon connect makes it simple to connect calls with your customers where you don't have to use your personal phone which is a major plus. Compared to others, the interface is just really simple and intuitive.
What do you dislike about the product?
I've had quite a few issues throughout my 2+ years of using connect where it will just randomly drop calls, or it won't show an answer button to even answer the call. Issues with connecting basically.
What problems is the product solving and how is that benefiting you?
Connecting with customers. Our support team uses Amazon Connect as our support platform for customers to call in with issues and we can help them. It helps us make reaching out easy.
Recommendations to others considering the product:
Make sure you have a good headset to use since the connection may not be the greatest and have audio issues.
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