Amazon Connect
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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.
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.
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.
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.
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.
Connect review for large call centers
What do you like best about the product?
Like how easy it is to get setup and running within few hours.
What do you dislike about the product?
Calls flows migration from dev environments to prod as it is tedious
What problems is the product solving and how is that benefiting you?
Call center. It is easy to setup.
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