Amazon Connect
Amazon Web ServicesReviews from AWS customer
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I wish my company would take advantage of *all* AWS has to offer!
What do you like best about the product?
As a customer service rep taking 70-100 calls a day, I really like the simplicity of the system. CCP is pretty user-friendly, and the basic info I need like customer ph#s & the brand they are calling is right there on my screen. Easy to transfer & end calls, and change my status or "aux code" (switch from available to break, etc.). The old voice whispers we used to get were pre-recorded centuries ago by an employee who seemed to be frustrated and having a bad day; with Amazon connect the voice whisper is now a pleasant & consistent "Alexa" type AI voice. I also enjoy having the extra desk space free where my old, bulky Avaya phone used to sit. Also, the ability to use a USB headset (hello wireless dongle) is awesome!!!
What do you dislike about the product?
Most of my dislikes I think are more directed to my company and the fact that they are not taking advantage of all the features that Amazon Connect offers - it seems they are focusing on purely cost savings vs. agent/team supervisor experience (we had $23.9 BILLION in global revenue in fiscal year 2021 FYI). For example, it's my understanding that AWS offers all your typical contact center metric reporting (you know - the metrics that are tied directly to our employment, raises, promotions, etc). Yet we don't "subscribe" to all of the AWS offerings. Therefore some data from AWS is merged with our data from Verint (our WFM/performance tracking software we had prior to AWS that we still "kind of" use) . It is then up to team supervisors to compile that data using a third program, and then export those reports and send them to their agents. The amount of errors with this duct tape and craft glue method is embarrassing and honestly infuriating (my company changed the game, but we still have to play by the old rules - and we hardly ever see the score). At least with our old hard phones and good old Verint, we could access our metrics at ANY time, view our individual trends, and take initiative to make corrections. Since our switch to AWS, 250+ agents are at the mercy of 15 different supervisors to correctly use this new duct tape & glue method exactly right and we are all instructed to "trust the system". I will also add that unless the user has fiber, dropped calls & connection issues are prevalent and disruptive.
What problems is the product solving and how is that benefiting you?
In my contact center, we are graded on how many calls we disconnect ourselves; that is what triggers our customer service survey. The softphone is right there on the screen making it easy and fast to hang up. Also, not being tied to the short cord attached to my old bulky phone is a huge benefit. We have to buy our own USB headsets, but that allowed me to splurge for a wireless one.
Love Amazon Connect Softphone for our contact center
What do you like best about the product?
It is very customizable and gives the agent caller information and queue traffic all in one screenshot. The quick connects offer easy transfers and assure the caller is getting to the right place the first time.
What do you dislike about the product?
Wifi quality of work from home has been challenging for some of our agents at times and required many restarts. I am not sure this is any fault of Amazon, but definitely a service detractor for our customers.
What problems is the product solving and how is that benefiting you?
Any IVR changes and routing profiles can be easily adjusted where prior applications could take days/weeks to make these fixes.
Recommendations to others considering the product:
This is a great IVR application, softphone and interfaces nicely with other contact center suites.
Super easy to use!! It's great!
What do you like best about the product?
i like that it's pretty simple to use. i think anyone, even someone that's not good with technology could still use this pretty easily. once my company gave me this system to use, i caught on to it pretty quickly and had no issues using it. I have not used this with any of the other companies that i have worked for, which is a surprise to me because this is so much easier than other systems that i have used in the past.
What do you dislike about the product?
i havent found anything that i dislike about it just yet, everything seems to be pretty good so far. One thing is I am not sure if it is my internet or if it is the system it self, because i had this issue in the office as well. but sometimes my amazon connect will disconnect from my connect and sell for some reason, which can be pretty frustrating. i am assuming that it has some thing to do with the internet instead of the service but either way it is not really a big deal to me at all especially since it does not happen very often.
What problems is the product solving and how is that benefiting you?
i am able to keep my amazon connect connected to my connect and sell so that way i can make calls much easier than manually dialing them. i cant explain enough how much easier this makes my life when it comes to making sales over the phone. we all know it can be a numbers game at times so the more people i can connect to the easier it is for me to make more money but hitting my monthly sales target. takes a big stress off my shoulders. if i didnt have amazon connect i dont know what i would do. i also have noticed that our managers use it to translate our calls in to text and it will also show the flow of the call and how much the customer is interacting. i thought that was pretty cool, i did not even know that was possible
Recommendations to others considering the product:
if you're not using it, then you need to use it now! Like i had mentioned earlier, it's super easy to use. any one can use it even if they are not very familiar with tech stuff. there's only a couple buttons so there's not a whole lot that you need to explore on the user side of it all.
Amazing Amazon
What do you like best about the product?
What I like about Amazon is it's connected to our Database. It works like a house phone, which makes it very user friendly. When we transfer the call, there's a quick list of people you can transfer it too. It's an amazing soft phone, it's a lot easier to handle than the other products. Once the call is done, you hung up and then Voila! It automatically gives you a record of the call in your CRM. You can then put notes, write exactly what happened on the call. It's also an important for Quality Assurance, since it gives you the url of the recorded call, you can review it and use it on any Customer Service Guidelines.
What do you dislike about the product?
You have to manually delete the special characters, for the call would go through.
What problems is the product solving and how is that benefiting you?
We use it in our team to to outbound calls and take inbound calls. We use it to communicate with our clients. I think one of the many benefits that it has brought us, is the fact that you can checkout how your Customer Service Team is handling the call, you can give them tips on the dos and don'ts in call handling, just because you have the recording.
Recommendations to others considering the product:
If you want to use Amazon Connect, make sure you have a really good CRM to connect it with. This is very essential in the Customer Service Industry, because it tealls you more about the Customer Experience. Gives you more idea on how to make your Company's Customer Service Experience better.
AWS is just fine for ML & AI
What do you like best about the product?
Plans that charge you only for those services that you use. Some tools are very nice and helps us in long way. Services like elastic ip and load balancer are very well managed. I personally like using Route53 for manage DNS and other pointing to server related services. Customer support is also a big point where they send you a detailed email about query and they have many documents for support related queries. Last the free trial for 12 months is game changer for small and micro organisations because in one year they certainly decide whether to continue or not.
What do you dislike about the product?
Costing are very much compare to local providers. If anyone developing conventional app then it might not be best option cost wise. Also the pricing forecast and cost analyser is not accurate. I personally face challenge in creating ssl certificate and use that in node JS and react Js application.
What problems is the product solving and how is that benefiting you?
I was building machine learning models on tensor flow and it helps me in good way. Though there are many other services for that too but I stick with AWS.
It's very effective service offered by amazon to fulfill redudent work and effective with IVR
What do you like best about the product?
Amazon connect can be helpful for the small businesses, who wants to offer customer service and with minimal resources. They can support customer on call and can also give FAQ answer on calls. it can be used to book an appointment or to know any details. Speech to text can bring more user friendly ness to traditional IVR systems.
What do you dislike about the product?
While working I never find flaws, sometimes due to noise it can not be that effective as it may take wrong input. Overall it's good for the contact center support.
What problems is the product solving and how is that benefiting you?
I have worked on project for insurance companies that can support customer oncall for FAQ's such as what is premium amount and what is due dates. Connect makes it interactive and user friendly
I had a really good experience with Amazon Connect.
What do you like best about the product?
It's very easy to use. Building call flows with UI builder and integration with Lex and Lambda works like charm.
What do you dislike about the product?
The CCP is too minimal and certain contact center related features are missing
What problems is the product solving and how is that benefiting you?
For a large US bank we transformed their on premise contact center to Connect in 6 months. The cost savings were high.
High quality everything
What do you like best about the product?
I really like the real-time and historical metrics that can be put in a dashboard, and I can connect with other software. You don't need to install any additional software you can just start using it right away. The reporting is clean, modern, easily customized and the interface is by far the most simplistic one.
What do you dislike about the product?
So far not facing any bigger issues with Amazon Connect. Just the option to implement much more is there ...
What problems is the product solving and how is that benefiting you?
You can set up a business center where you will get all the basics covered. The high-quality audio is the real deal here.
Make your phone call without any interruptions
What do you like best about the product?
You can make phone calls to another country without any interruptions. The partner on the line will never notice that you are calling from another country since is the same quality as you calling directly from your cellphone.
What do you dislike about the product?
I can not think of something that I don't what since is really really awesome tool
What problems is the product solving and how is that benefiting you?
Finance, marketing, promotions with our partners
Good one!
What do you like best about the product?
It's so simple and easy to use, no previous training needed.
What do you dislike about the product?
The reports are sometimes not easy to operate, but overall, good.
What problems is the product solving and how is that benefiting you?
Using it to communicate with business partners.
Recommendations to others considering the product:
Sure.
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