Amazon Connect
Amazon Web ServicesReviews from AWS customer
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Easy to configure, Pay-as-you-go pricing
What do you like best about the product?
Empowers business users to control contact flows without needed development work. Improves speed to market and allows for continous innovation.
What do you dislike about the product?
Some features available on legacy platforms are not readily available out-of-the-box. But being an open platform, it's easy to enable these through other AWS services.
What problems is the product solving and how is that benefiting you?
Automating customer interactions that are low-value and don'e need to go to a human.
contact center
What do you like best about the product?
the ease of onboarding and design of call flows
What do you dislike about the product?
difficulties with biometrics integration
What problems is the product solving and how is that benefiting you?
transform contact center
Customer service
What do you like best about the product?
Most of our retail customers we are proposing comparing with traditional.
What do you dislike about the product?
We use third party for sip trunks we should have those features with AWS
What problems is the product solving and how is that benefiting you?
Customer service
Great tool for call center and phone traffic
What do you like best about the product?
Amazon connect lets you not only take calls but track agents and do contact search for past calls. Also for easy tracking of all people logged in and what their status is.
What do you dislike about the product?
The status menu can bug out. If you get a call while changing statuses it locks you out from trying to change your status, easily fixed but annoying.
What problems is the product solving and how is that benefiting you?
Simple customer connection and being able to help them fix issues and gather feedback on products and requests.
Recommendations to others considering the product:
for handling any sort of phone traffic, this will help you get it done!
Good way to connect to support line
What do you like best about the product?
Easy queue control. Not sure how next available is determined but seems evenly distributed. Able to go back and find phone calls and do contact search for review and quality control.
What do you dislike about the product?
Have had man errors and soft phone failure errors. Need to make sure browser history is clear and everything is up to date or errors continue.
What problems is the product solving and how is that benefiting you?
Daily phone interaction with with customers helping them solve the issues they encounter. Easiest way to connect with customers and get the fastest result.
Recommendations to others considering the product:
Great for large volume of phone interactions. Can be buggy but easy to fix.
Great if you have an excellent internet connection
What do you like best about the product?
Ability to connect from many devices and the ability to keep the machine running
What do you dislike about the product?
Can be buggy at times. Depending on how its implemented and the choices present, it can get frustrating. Like any internet application, it is heavily dependent on the internet connection present.
What problems is the product solving and how is that benefiting you?
Remote connection for employees is provided. Spinning up a machine for new employees is faster and cheaper than physical laptops.
Recommendations to others considering the product:
Evaluate the network performance well before switching to this.
Connect meets our needs perfectly
What do you like best about the product?
Connect makes it extremely easy to quickly acomplish the calls I need to make.
What do you dislike about the product?
When you have to enter in an extension during the call it can be a bit cumbersome to have to get to the dial pad and then remove it
What problems is the product solving and how is that benefiting you?
Being able to effectively reach our clients and quickly move from one call to the next
Indifferent
What do you like best about the product?
The interface for systems admins is good
What do you dislike about the product?
In other views, the interface is less dynamic compared to competitors. Also, cost is above the competition.
What problems is the product solving and how is that benefiting you?
Hosting in general...more of a hands on approach.
Recommendations to others considering the product:
As with any application /saas, do your homework.
Great for metrics, bad for users
What do you like best about the product?
I like that it allows you to see real time metrics of calls throughout the day and the week. The data is very detailed and insightful. It was also easy to integrate into our software.
What do you dislike about the product?
You can’t save searches, so any time you want to pull metrics, you need to choose the users, time zone, window, etc., even though I’m always pulling the same reports. I also hate that you cannot transfer to specific people instead of queues. It makes specific language assistance extremely difficult. You also get no caller ID information or a call log to quickly see your recent contacts.
What problems is the product solving and how is that benefiting you?
Fewer calls abandoned, more accountability and tracking of metrics, productivity, etc.
Awesome Product
What do you like best about the product?
It always works. Had other systems that time out or are hard to hear. It's stable and easy.
What do you dislike about the product?
Would like to see my past few calls I have made. Sometimes I call a few people in a row, and it would be easier to keep track of if it was right there, instead of having to login and run a report.
What problems is the product solving and how is that benefiting you?
Can make calls form anywhere. That's huge not being tied down to a phone.
Recommendations to others considering the product:
Update your status options. It's really nice to be able to see if other people on the team are available to take a call or not.
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