We use Amazon Connect as a contact center solution to facilitate communication between consumers and companies. For example, if a consumer encounters an issue with a product, they can contact the company's toll-free number, which connects them to agents trained to handle product-related issues.
Amazon Connect
Amazon Web ServicesExternal reviews
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External reviews are not included in the AWS star rating for the product.
Easy to use and allows for easy implementation of credential changes within the platform
What is our primary use case?
What is most valuable?
The best thing about Amazon Connect is that it has everything we need in one place. With other products, we might have to get different tools for different jobs, like recording calls. However, with the tool, it's all there together. Plus, it's cheaper than other options.
The tool is easy to use and allows for easy implementation of credential changes within the platform. AWS offers multiple services currently. For example, while AWS provides S3 buckets for storage, other tools may require setting up a separate database.
What needs improvement?
There may be room for security improvement, especially since data is stored in the cloud. While cloud security measures are robust, there may be concerns about data safety compared to traditional server setups.
For how long have I used the solution?
I have been using the product for one and a half years.
What do I think about the stability of the solution?
In my experience of working with Amazon Connect for about one and a half years, I haven't encountered any significant bugs or stability issues. Being part of AWS, a reputable company, they have a proficient admin team ensuring reliability.
What do I think about the scalability of the solution?
We have multiple projects running on it and it has around 1000 users.
How are customer service and support?
If we encounter any issues or need help implementing something, we can raise a case with the AWS support team. They have a support team who can diagnose the issue and guide us on how to proceed. I am happy with them since they are quick.
Which solution did I use previously and why did I switch?
Our company chose the tool because it offers all the features we need in one place. Also, using a cloud-based solution helps us save money by needing fewer resources.
How was the initial setup?
The tool's initial installation and setup were easy. The documentation provided on the Amazon website outlines the integration, deployment, and configuration processes.
What was our ROI?
For Amazon Connect, the more you use, the more we will gain. It is worth the money.
What other advice do I have?
First, you need to check if Amazon Connect is available in your area and if they provide support. Then, create instances, but note that they may not be available everywhere. Consider network connectivity and potential setup issues if instances aren't available in your location. Finally, billing details must be verified to understand the costs involved. To reduce your bill, consider the services you'll use with the product, such as EC2 for computing.
It's possible for a beginner to learn to use Amazon Connect for the first time. You can start working with around one month of practice, even without prior experience. I rate the product an eight out of ten.
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
A cloud-based patch service for call centers with hosting
What is our primary use case?
The solution is a patch service. Amazon Connect is a cloud-based omnichannel platform. Companies use Amazon Connect for their call centers instead of manually installing their software systems. Amazon Connect hosts everything in the cloud, including softphones for making and receiving inbound and outbound calls. Additionally, companies can develop IVR systems tailored to their needs, allowing callers to choose language options and be routed to the appropriate agents. These operations are commonly found in BPO setups. Agents connect automatically to callers using Amazon Connect, which is facilitated by internet connectivity and password authentication.
What needs improvement?
Amazon Connect has voice and chat. They're slowly but steadily increasing these features. Amazon Connect will be mostly cloud-based. Mostly, they're using software only. Amazon Connect is good all over the world. Most clients use these services because of their cloud-based nature.
For how long have I used the solution?
I have been using Amazon Connect for 3 years.
What do I think about the stability of the solution?
Everything is fine. We haven't encountered any issues. However, due to network issues, the agent desktop might be affected. If the firewall blocks the agent's desktop, connectivity might be disrupted. It is essential to ensure a robust network setup. Amazon Connect operates on a user-based system, guaranteeing a 99.99% uptime. Users will receive all calls and can make outbound calls as needed. However, there are no profit margins associated with this feature. If there are system issues, they will be addressed promptly. Our clients successfully use the platform without any disruptions, thanks to its active scaling capabilities. The system is designed to handle high loads without hanging, providing a seamless experience for users.
What do I think about the scalability of the solution?
There is no need to do anything from our side. Amazon Connect will automatically scale based on the traffic. Even if there is a huge influx of customers, it will handle it seamlessly. Customers will be placed in a queue based on the team. Once an agent is available, they will pick up the call. The call will continue until the agent or the customer ends it or the customer opts for a callback based on the department.
10 users are using this solution.
How are customer service and support?
They provide certified support. Based on our support plan, ticket support is also helpful. If one is unavailable, they inform me that the feature is unavailable. They will tell the internal developer to provide complete data protection for the table switch.
How was the initial setup?
The initial setup is easy, but it requires manual configuration due to the absence of cloud automation. Tasks such as creating instances and configuring settings need to be done manually. However, this process typically only takes one day for deployment. You'll need to create cases and claim numbers based on location during setup. For example, if you're in the UK, you must claim the appropriate security number. Each configuration and flow requires individual setup, including TZ settings. Integrating other services like Lambda Integration and porting Integration will also add to the setup time. With maximum effort, it can be completed within two days.
There is no technical experience needed to build it. It's easy for beginners to understand and use.
What's my experience with pricing, setup cost, and licensing?
We can use Amazon Connect because it's a pay-as-you-go service. Unlike continuous payments, when you make calls or enrollments, you only pay for what you use. We use it, so we have to pay for it. If not, then there's no need to pay.
Based on its cost efficiency compared to other options. Many customers are switching to Amazon Connect because of its affordability. Cisco's prices are considerably higher than those of Amazon Connect. Most customers using those products are now transitioning to Amazon because of its cost efficiency and added flexibility. Since Amazon Connect is entirely cloud-based, installing any software is unnecessary. Everything operates smoothly. Additionally, we have yet to encounter any issues with new customers.
What other advice do I have?
There are so many things that are directly handled. For example, on mobile phones, we have some speed dial options handled. They tell me they do it manually when we process something, which will be different. We have to add everything manually. They need to automate everything. Instead of doing it manually, we can have an upload option for all the user details so that it can be fully utilized instead of entering everything manually. By reducing manual processes, we can overcome limitations. We have to do it manually for some things.
Similarly, we have been determining that they have to improve those things. They can provide an upload option for this. The EAP also has limited access. They have given limited access to expose the CAPA for down a purse. Then it would be good. With that, we can utilize and accomplish more things
We have Amazon Connect, but we need to create a separate instance. Although we utilize the service, the instance is distinct from its portal. Therefore, it will provide a separate URL for us to access and work exclusively within that portal
Amazon Connect can be a valuable tool if you are operating any business, whether small or large. Amazon Connect is the perfect fit if you already have agents and are looking for a solution to manage inbound and outbound calls efficiently.
Everything is managed within Amazon Connect. The central databases are maintained internally and inaccessible to us. However, some access has been granted initially for development purposes, allowing us to enhance functionalities based on the provided documentation
Overall, I rate the solution a nine out of ten.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
Offers customized agent /supervisor dashboard, sentiment analysis and design Connect contact flows to answer common customer queries, reducing reliance on human agents
What is our primary use case?
Connect is basically an AWS service. So, we have used it within the InsightDesk Cloud itself, along with integration with other CRM platforms like Salesforce, ServiceNow, and maybe the Genesys Cloud as well because it is possible.
Some companies keep their agents in Amazon Connect, while others may use Genesys or other vendors.
So, the main use case of Amazon Connect is there are agents in the contact centers. Previously, they used to have very big VoIP phones to attend the customer calls.
Now, for every call, they had to answer the user queries, even though some of the queries were not relevant. Some of the queries were common.
When Amazon Connect launched its service, it introduced the softphone feature right on the agent's screen. So, you don't need to keep any big VoIP phone. You don't need to invest in the hardware costing and all.
Along with that, there's the bot option also. You can set it for both your Amazon Prime. They will automate like bots will answer the basic and repetitive queries of the customer.
If the customer wants to talk to a human agent, then the call will be transferred to the agent. Along with that, you can customize your contact centers, as this particular sales call should go to the particular agent itself, a particular team itself; this support call should go to a particular support team as well.
Agents, customers should wait only this much time in the queue if the agents are on another call, along with some AI and ML-related customizations, like a supervisor can monitor the performance of the agent, whether they are performing well or they are performing moderately.
The sentiment analysis you can do. Customized agent dashboard is possible, and a customized supervisor dashboard is also possible. So, there are multiple features Amazon Connect provide. Yeah. You can integrate with other AWS services or CRM platforms.
What is most valuable?
There are multiple valuable features. First of all, there is the feature of call diversion to agents. The contact flow design is an easier way to route things over the contact center medium.
Along with that, the performance thing, I have noticed a very good feature in Amazon Connect. And voicemail integration means if the customer agent is not picking up the call, the customer can drop a voicemail. This is a very good feature of Amazon Connect.
Even Lex-powered bots, which is one of the services of AWS, and Lex-bot also, you can integrate for chat queries. This is a perfect feature. It has integration with Amazon Connect and along with other AWS services. Even Amazon Connect Pro voice is omnichannel. It works on omnichannel, meaning chat along with voice. So, this is the perfect feature.
What needs improvement?
Amazon Connect has proven itself in multiple areas. First, let's consider banking contact center solutions. By using Amazon Connect, banks can significantly reduce the need for human agents. This can lead to cost optimization of 50% to 60% compared to their existing on-premise contact centers. That's one major feature and benefit.
Now, apart from banking, other industries like real estate could also benefit. They can design Connect contact flows to answer common customer queries, reducing reliance on human agents. Essentially, any industry with on-premise contact centers stands to gain automation benefits from Amazon Connect.
Amazon recently launched a new service within Amazon Connect called Workforce Management (WFM). Only a few companies like NICE and Genesys offer comparable WFM solutions. Amazon Connect's WFM features are robust, allowing for agent scheduling, tracking their status (on call, on leave, on break, etc.).
However, larger organizations would likely be most attracted to Amazon Connect's WFM. This is because the WFM market is vast – every company with a contact center needs WFM capabilities.
Smaller organizations might prefer standalone products like Success KPI WFM or Genesys WFM. Adopting Amazon Connect necessitates using other AWS services, which could lead to higher-than-expected costs.
So, the potential for unknowingly increased costs is a con.
In future releases, If I could add one feature, Amazon Connect should focus on improving the WFM (Workforce Management) capabilities. I've worked with standalone WFM products and Amazon Connect's WFM. Amazon's implementation has some areas for improvement in the design.
Additionally, they should increase the response time limit, especially when integrating Amazon Connect with Lambda. Currently, you only have eight seconds for your Lambda function to respond before it fails.
For how long have I used the solution?
I have been using it for a year. That's also the experience I have with AWS cloud and other services like Lambda, Simplify, and many more.
What do I think about the stability of the solution?
It's very stable. It's quite a mature product now. Amazon frequently introduces new features, like the recent launch of WFM (Workforce Management). Overall, it's a very reliable platform.
What do I think about the scalability of the solution?
Scalability is a strong point. If you need to increase the number of agents in your contact center, you can easily do so. AWS provides handy support; you can raise your limits and scale both agent count and other services as needed.
Think of it like user management. You can create users and also delete users as needed. Additionally, you can contact Amazon Connect support and request a revised limit of two hundred users.
There are around 30 to 35 end users. Our entire team actively uses Amazon Connect. Additionally, there are other projects within the company that use it, so I estimate that it will have over 300 users in total.
How are customer service and support?
I have contacted the Amazon Connect support team multiple times. They are really good at resolving issues.
How would you rate customer service and support?
Positive
How was the initial setup?
It's very easy. Amazon Connect is a readily deployable solution. However, if you're migrating agents from a different platform, like Genesys Cloud, and the number of agents is large, then the process might have some complexity. Still, it's manageable. If the number of agents is smaller, the process is incredibly straightforward.
What other advice do I have?
It is not easy to use for first time users. For example, it does have a moderate ease of use. I would recommend to first, gain a basic understanding of AWS – things like IAM roles and core services. You should be familiar with Lambda, S3 buckets, and ideally DynamoDB.
While not completely dependent on Connect, knowledge of these services will be essential as you begin using it. Definitely complete the AWS-provided training for Amazon Connect – instance creation, flow types (customer flows, customer queue flows, agent flows), and flow design. These fundamentals are crucial if you're new to AWS and Amazon Connect.
Overall, I would rate the solution an eight out of ten. It's a significant improvement over the previous solution we used, which wasn't cost-effective and involved hardware complexities.
Amazon Connect reduces those hassles. Additionally, it offers integrations with multiple CRM platforms like Salesforce and ServiceNow, automating tasks like ticket creation and status updates. It's a solid product, but there's always potential for further improvement.
Helps to establish communication between our local data center and AWS services
What is our primary use case?
We use Amazon Connect to establish connections between our project and clients. This allows us to create a VPN for communication rather than using it daily. It's mainly utilized as needed for specific connections.
What is most valuable?
We utilize Amazon Connect to handle customer service interactions, particularly in projects where we provide professional services. For example, when developing an application, we typically set up EC2 instances on AWS. Then, to facilitate communication within our clients' internal networks, we establish connections through Amazon Connect.
The tool has simplified our contact center operations. It enables us to establish communication between our local data center and AWS services.
I believe one of the most valuable features of Amazon Connect is the ability to use a private network to establish communication. Instead of relying on the public internet, we can utilize a directed phone and address to create this connection. This helps set up a direct point-to-site connection. Additionally, the option to create a PC in AWS and connect it directly to our local data center has been incredibly beneficial. The bandwidth is faster; we can transfer large data volumes between the local data center and the AWS instance.
Establishing communication through Amazon Connect was straightforward compared to alternative solutions that may require setting up VPNs with other tools.
What needs improvement?
One area for improvement with Amazon Connect lies in the cost structure, particularly for use cases involving smaller data volumes. While it's simple to establish communication channels, the pricing model may result in higher costs for such scenarios. This presents a challenge that organizations may encounter, especially if they aim to optimize efficiency while managing smaller data transfers.
What do I think about the stability of the solution?
I rate the tool's stability a nine out of ten.
What do I think about the scalability of the solution?
While AWS Connect may not directly address scalability concerns, we've found ways to enhance scalability by configuring redundant connections and utilizing multiple direct connections. There may not be significant immediate benefits in terms of cost, as initial usage can incur higher spending. However, as scalability increases and larger data transfer volumes are required, there can be long-term cost savings. This suggests that while there may be higher costs initially, particularly for smaller data transfers, the overall cost can decrease as usage and data volumes grow.
I rate its scalability a nine out of ten.
How are customer service and support?
The solution's customer service is great.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
My experience with this type of solution began around 2016. At that time, cloud environments like AWS and Microsoft Azure were gaining immense traction among large enterprises. In my case, I primarily worked with AWS for these types of connections.
I didn't create any other VPN using AWS before that. Previously, I relied on Fortinet, which allowed me to create VPN routes. However, configuring such solutions involved setting up the tool, and configuring all the environments, and could take quite some time.
How was the initial setup?
I rate the tool's deployment an eight to nine out of ten. An experienced person can complete it in one week. The product deployment typically involves collaboration between the network team responsible for managing connections between the local data center and AWS and an expert in AWS services.
What's my experience with pricing, setup cost, and licensing?
I rate the tool's pricing an eight out of ten.
What other advice do I have?
I would recommend the tool for primarily for those already utilizing AWS as their cloud solution. However, for individuals or organizations using other cloud solutions like Azure or different providers, I would suggest exploring options to combine their current solutions with other tools. I rate it an eight out of ten.
Great tool for inbound and outbound communication.
What do you like best about the product?
Ability to integrate with different systems, easiness of such implementations and everyday use.
What do you dislike about the product?
Reporting is something that can be worked on and improved.
What problems is the product solving and how is that benefiting you?
Two-way communication with partners and customers. Excellent B2B2C tool
One Stop for Everything Necessary
What do you like best about the product?
Amazon Connect is easy to use with lots of tabs to choose from to easily navigate what you need. It has significantly made working more organized and easier to monitor. This platformed allow me to manage tasks efficiently and totally relate with the saying" what gets measured gets managed".
What do you dislike about the product?
There are times when the sign in would require you to repeated do the process. This added step can take precious time when logins should be straightforward.
What problems is the product solving and how is that benefiting you?
It is an efficient way of tracking any tasks and provides useful analytics tool to record all customer interaction. At a glance, it allows you to see the call history to be able to better serve customer as the user is able to understand the history of the clients' concerns.
Amazon Connect Contact Centre
What do you like best about the product?
The IVR and customisation available. Contact history makes it easier to track a customer journey through the system. User management is also very user friendly for admins
What do you dislike about the product?
Creation and edit of contact flows can be more time consuming, particularly when there are multiple in use and it's a relatively small change required.
What problems is the product solving and how is that benefiting you?
Caller recognition to allow for better data collection and improve colleague efficiency
Definitely it's a way for contact center automation.
What do you like best about the product?
For developers, it is very intuitive to build the flows based on the use case. For simple flow creation, there would be no need for any hard-core technical skills.
What do you dislike about the product?
To an extent, the NLP ability of Amazon Connect is able to work out by NLU capabilities in LEX. There are provisions for routing the calls based on the context/intent. Hope we could have provision for call routing based on slot values obtained alone(instead of having it linked with the intent).
What problems is the product solving and how is that benefiting you?
Definitely, it is an option for contact center automation. And helps in managing the agent profiles and the working hours of the agent and supervisor... what not!
Good Platform!!
What do you like best about the product?
AWS allows us to monitor all calls throughout our network
What do you dislike about the product?
AWS could have better filters and other ways to see call history without clicking on every single one.
What problems is the product solving and how is that benefiting you?
It helps solve call solutions and development.
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.
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