Amazon Connect
Amazon Web ServicesReviews from AWS customer
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Amazing product
What do you like best about the product?
Amazon connect is super easy to use, lets you not only take calls but track agents and easy search for previous calls. And you can check the metrics daily.
What do you dislike about the product?
The only thing that I would like to change is the option to stay logged in, you need to log in all over again, every day.
What problems is the product solving and how is that benefiting you?
It's a very useful tool for handling any sort of phone traffic and easy communication.
Recommendations to others considering the product:
Makes your communication much easier, must try it
Quick deployment 100% cloud contact center
What do you like best about the product?
The overall user experience is very good. The setup is quick and easy to follow. The contact flow can be visualized in a form of action block. I can easily develop my call flow by drag and drop. With Amazon S3, call recording is ready to integrate with Amazon Connect. Must mention, great and beautiful integration with CRM like Salesforce. I created my cloud contact center with Salesforce CRM with recording feature just in 2 days! What a amazing platform.
What do you dislike about the product?
Actually the platform is pretty good. I am looking for more contact center related feature release. E.g. the voicemail box, counting waiting position/ time, barge-in feature for call center manager. i believe those feature will be of great value to Contact Center.
What problems is the product solving and how is that benefiting you?
As a consultant of a SI company, i am proposing a cloud contact center solution to my customer with 300 agent size in Hong Kong. They are looking for a cloud contact center with integration with WFM, call recording, CRM, softphone, outbound campaign... All the features can be fulfilled by using Amazon Connect or its partner solution.
Recommendations to others considering the product:
Everyone in the field of contact center development should try to know about Amazon Connect. It is a pure cloud solution and one very big advantage is based on rich featured AWS platform and is ready to integrate with Amazon product! Imagine you have a platform built in Amazon and you can leverage the EC2 computing solution, S3 database, Lambda and Lex with no worry on the compatibility issue.
Call center on AWS
What do you like best about the product?
Very similar to AWS business model. Pay per minute of use. Very integrated with the rest of AWS services.
What do you dislike about the product?
Still new and not completely refined. Pricing outside of the US is high but hopefully will come down similar to AWS pricing.
What problems is the product solving and how is that benefiting you?
Moving call management to the cloud. Cheaper day 1 but might be higher long term unless prices decrease.
Cloud Based Contact Centers? Now, Amazon has literally thought of everything!!
What do you like best about the product?
Cloud Based Contact Centers? Now, Amazon has literally thought of everything!! Take everything fantastic about Amazon technologies and offerings and put them into the contact center. This product is a game changer especially when compared to the archaeic software that's available. It was deployed very quickly and the pricing ensures that you only pay for the usage.
What do you dislike about the product?
No WFM is provided but you can stream contact data using Amazon Kinesis.
No Outbound capabilities.
No Outbound capabilities.
What problems is the product solving and how is that benefiting you?
Agent numbers are constantly changing and the solution ensures that scaling within the contact center is done appropriately. We were also seeking a better way to back up the data and this solved both goals.
Recommendations to others considering the product:
When thinking about the trends involving the cloud, automations, and user experience Amazon Connect literally mashes them all together. It's worth compared the connect platform and self service experience to your current contact center software.
Game changer!
What do you like best about the product?
This solution is very intuitive and friendly to use by having an easy to use GUI where you can define custom business processes for all your call routing needs.
What do you dislike about the product?
Custom code maybe required for more complex business scenarios.
What problems is the product solving and how is that benefiting you?
The ability to route calls to a representative based on time of day.
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.
Amazon Connect
What do you like best about the product?
Ease to customize our customer care and sales experiences.
What do you dislike about the product?
Scalability limits set too low. Critical features are not yet available in AC.
What problems is the product solving and how is that benefiting you?
We have replaced our previous contact center technology with AC. Benefits will enable us to re-image how we connect with and support our customers.
Turn your cost center into a profit center
What do you like best about the product?
The ability to only be charged for what you use and be able to scale to any size at any time.
What do you dislike about the product?
Product is still maturing so integrating will contact center needed soluitons are not yet readily out of the box available.
What problems is the product solving and how is that benefiting you?
To have a secure platform and be able to turn up a contact center quiickly
Recommendations to others considering the product:
Go for it
Great contact center service
What do you like best about the product?
We have done a few POC's, but have not switched over to Amazon Connect yet due to contractual agreements with current vendor. Once we are out of contract, we are doing the switch.
What do you dislike about the product?
Our lock in with current vendor - have no complains about Amazon Connect
What problems is the product solving and how is that benefiting you?
Contact center
Great up and coming platform
What do you like best about the product?
The Amazon Connect platform provides a tremendous amount of flexibility that enables companies to build as needed.
What do you dislike about the product?
User interface experience could be more intuitive
What problems is the product solving and how is that benefiting you?
Basic contact center services
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