Amazon Connect
Amazon Web ServicesExternal reviews
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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.
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.
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