Amazon Connect

About Amazon Connect

Amazon Connect. Omni-channel, easy-to-use, cloud contact center service.

Set up a contact center in minutes that can scale to support millions of customers. With Amazon Connect you can build high-quality voice and interactive chat experiences to support customers from anywhere. A single intuitive UI allows for contact routing, queuing, and analytics.

Built-in AI and ML allows you to personalize interactions, understand customer sentiment, authenticate callers, and enable capabilities like interactive voice response and chat bots.

Features include; telephony, high-quality audio, predictive dialers with answerphone detection, web/mobile chat, routing, task management, automation, rules engine and more.

Download the AWS Connect eBook to find out more.


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Amazon Connect

4,4 (18)
VS.
Highly reviewed

Starting Price

No pricing found
US$25,00
month

Pricing Options

Free version
Free trial
Free version
Free trial

Features

9
199

Integrations

45
22

Ease of Use

4,5 (18)
4,1 (754)

Value for Money

4,7 (18)
4,1 (754)

Customer Service

4,6 (18)
4,2 (754)
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Reviews

Overall rating

4,4 /5
(18)
Value for Money
4,7/5
Features
4,4/5
Ease of Use
4,5/5
Customer Support
4,6/5

Already have Amazon Connect?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Showing 5 reviews of 18
Verified Reviewer
Overall rating
  • Industry: Logistics & Supply Chain
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Reduce cost in your organization.

Reviewed on 2023/06/17

it makes job easier and manage agents performance on a daily basis.

it makes job easier and manage agents performance on a daily basis.

Pros

In terms of management everyone in staff can download KPIs or the KPIs that they wanted to coach to their agents.. Operation managers can have a clear understanding and a full view of the projects.

Cons

it has a lot of feature, a lot of information that i think i still have to discover.

Shubham
Overall rating
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

A brilliant platform for contact centers

Reviewed on 2023/07/08

Pros

The pay-as-you-go pricing is very enticing, and so is the ability to customize the UI of the agents and provide them with real-time advice on how to deal with various calls.

Cons

There is no SMS support. You have to use Amazon Pinpoint for that, but the number you purchase in Pinpoint, can't be used in Connect. That leads to a very awkward experience.

Reasons for Switching to Amazon Connect

We chose Amazon Connect due to its cost-effectiveness and ease of integration.
Brooke
Overall rating
  • Industry: Computer Networking
  • Company size: 1 001–5 000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Amazon Connect is excellent!

Reviewed on 2024/04/09

Pros

So easy to use and convenient for everyday needs.

Cons

Nothing. I love it and great prices. The ease of use is phenomenal

Darian
Overall rating
  • Industry: Insurance
  • Company size: 201–500 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 6.0 /10

Review of Amazon Connect

Reviewed on 2021/09/29

I think Amazon Connect is good as a phone tree, especially if you need any kind of automatons built...

I think Amazon Connect is good as a phone tree, especially if you need any kind of automatons built in. Asking callers for info, parsing it through chatbots, routing speech into code to handle some sort of logic, things like that. I also think AC is good for speech and call tree analysis. That being said, it couldn't really fit our use case where it had to be an office user's main phone system. If you are using agents who take calls in a round-robin manner like a standard call center, it could work but we weren't doing that so it didn't work for us.

Pros

We liked how Amazon Connect allowed us to interact with custom code written on AWS Lambda along with the chatbots. We first prototyped using Amazon Connect with having an automated payment system and automated call trees. When the pandemic hit, we were able to quickly setup users to use it as a cloud-based phone system due to the simplicity of the UI. I think its one of very few phone systems / contact center solutions that allow for writing any kind of custom logic while a caller is on the phone.

Cons

At the time, we didn't like the small feature set of Amazon Connect in regards to being a contact center / phone system solution. A lot of the features we required could not be handled, such as voicemails and recorded statements. Additionally, we had problems with connectivity and reliability which frustrated our users. We had only been using Connect as an interim solution to our contact center needs while we figured out a more permanent fix.

Jhon
Jhon
Overall rating
  • Industry: Telecommunications
  • Company size: 501–1 000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

The contact center able to offer a unique user experience

Reviewed on 2023/06/11

Amazon Connect is the evolution for forward-thinking contact centers interested in providing their...

Amazon Connect is the evolution for forward-thinking contact centers interested in providing their customers with a pleasant and interactive experience, Through its programmable IVR and thanks to the help of AI it allows to incorporate programmable and informative messages to customers in a matter of minutes and thanks to the robust integration of other Amazon services allows access to metrics with detailed graphs (Amazon Quicksigth) and a huge storage capacity (Amazon EC2) capable of saving the recordings of all calls without the risk of data loss, for reasons like this make Amazon Connect an ideal choice for contact centers in the cloud.

Pros

Since the implementation of Amazon Connect we have been able to experience some of its most notorious features, we can have any number of telephone agents providing technical support from anywhere in the world since the tool does not require licenses tied to physical machines, the tool being an on-premises solution allows us to continue with the attention to users even when there were connection problems in the datacenter where the server of the old platform for receiving calls was hosted, large data storage capacity which is usable to store the number of calls that minute by minute enters our operation, detailed and configurable metrics that allows us to analyze the status of the operation in real time.

Cons

The graphical user interface is one of the points that has had more criticism from our team, it is clear that Amazon Connect has the functions to configure and monitor the operation in real time but the interface does not offer the intuitiveness that is required to perform some actions that require immediate response such as (display of ID_REMOTE, customized alerts for exceeding some metrics such as TMO, HOLD, call duration), additionally the diffusion of messages or notifications to the agents (pop-up) are help tools within the operation in which within Amazon Connect is not available.

Showing 5 reviews of 18 Read all reviews

Amazon Connect FAQs

Below are some frequently asked questions for Amazon Connect.

Amazon Connect has the following typical customers:

Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1 000, 1 001–5 000

Amazon Connect supports the following languages:

Arabic, Basque, Brazilian Portuguese, Bulgarian, Catalan, Chinese, Croatian, Czech, Danish, Dutch, English, Estonian, European Portuguese, Finnish, French, Galician, German, Greek, Hebrew, Hindi, Hungarian, Icelandic, Indonesian, Irish, Italian, Japanese, Kazakh, Korean, Latvian, Lithuanian, Malay, Norwegian, Polish, Portuguese, Romanian, Serbian, Serbian, Slovak, Slovenian, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Vietnamese

Amazon Connect supports the following devices:

Amazon Connect integrates with the following applications:

AWS Lambda, Aceyus, Agaralabs, Agyle Time, Amazon Aurora, Amazon DynamoDB, Amazon Lex, Amazon Pinpoint, Amazon Redshift, Apple Business Essentials, Bitext, Calabrio Quality Management, Centrical, Clinc, Cresta, Cyara, DialogTech, Enghouse SmartDial, Eureka, Freshdesk, HERE, Korbyt, Kustomer, Local Measure, NICE CXone, NICE Workforce Management, Nuance Gatekeeper, Operata, Pindrop, PolyAI, RingCentral Contact Center, Salesforce Service Cloud, ServiceNow, SingleComm, Splunk Cloud, Sprinklr, USAN Contact Suite for Amazon Connect, UiPath, Upstream Works, Verint Knowledge Management, Zendesk Suite, Zoho CRM, Zoho Desk, callstats.io, eGain Suite

Amazon Connect offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support

Related categories

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