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.
Best when it comes to managing call centers
What do you like best about the product?
Amazon connect's all features for real-time metrics are amazing. It has also nice reporting on Historical metrics as well
What do you dislike about the product?
Amazon connect need to improve in their UI/UX. It should be customer friendly and customizable as per need
What problems is the product solving and how is that benefiting you?
Amazon connect really plays nice role when it comes to managing IVR and call routing
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.
Amazon connect
What do you like best about the product?
The most helpful thing about using Amazon connect is that I'm able to use the platform directly on my computer not having to use a standalone physical phone system
What do you dislike about the product?
What I dislike about it is that sometimes the information that comes through isn't accurate on the end of the customer so I always have to confirm that the information is correct on my end
What problems is the product solving and how is that benefiting you?
The problems that are being solved with Amazon connectors that we were able to get rid of our standalone physical phones to use Amazon and also Amazon connect is able to narrow down where to transfer the customers to so that they're not wasting time by getting to the wrong department which is a wonderful benefit
Recommendations to others considering the product:
Highly recommend that if you are looking for a program that can do multiple tasks such as determine where customers are needing to go and or just to be able to communicate with your customers with this program is a must
Great when it works
What do you like best about the product?
Amazon connect makes it simple to connect calls with your customers where you don't have to use your personal phone which is a major plus. Compared to others, the interface is just really simple and intuitive.
What do you dislike about the product?
I've had quite a few issues throughout my 2+ years of using connect where it will just randomly drop calls, or it won't show an answer button to even answer the call. Issues with connecting basically.
What problems is the product solving and how is that benefiting you?
Connecting with customers. Our support team uses Amazon Connect as our support platform for customers to call in with issues and we can help them. It helps us make reaching out easy.
Recommendations to others considering the product:
Make sure you have a good headset to use since the connection may not be the greatest and have audio issues.
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.
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