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.
Key benefits of Amazon Connect
• Provides an easy-to-use cloud contact center service with AI capabilities like Amazon Q and Contact Lens
• Enables quick setup of a contact center in just a few clicks to start helping customers right away
• Delivers omnichannel customer experiences across voice, chat, SMS, and more
• Increases agent productivity with a unified workspace and AI-powered assistance from Amazon Q
• Unlocks analytics insights to monitor interactions, evaluate agent performance, and optimize operations
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Reviews
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- Industry: Telecommunications
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
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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.
- Industry: Executive Office
- Company size: 10,000+ Employees
- Used Daily for Free Trial
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
A Powerful Contact Center Solution
Reviewed on 2024/09/17
Pros
Easy Integration- seamlessly integrates with other AWS services, enhancing overall functionality.
Scalability- highly scalable, making it suitable for businesses of all sizes.
AI-Powered Features- utilizes AI for real-time performance improvements and natural language understanding.
User-Friendly Interface- intuitive drag-and-drop interface for building call flows.
Flexible Pricing- pay-as-you-go pricing model, making it cost-effective.
Cons
Limited Non-Phone Features, and primarily focused on telephony, with fewer features for non-phone use cases.
Occasional connection errors reported, which might affect call quality.
Advanced features may require technical expertise to set up.
- Industry: Consumer Services
- Company size: 51–200 Employees
- Used Weekly for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Amazon connect is the best contact software
Reviewed on 2025/03/10
My experience has been awesome, i can complain at all. Very user friendly. If for reasons you lose...
My experience has been awesome, i can complain at all. Very user friendly. If for reasons you lose the track of the chat, you can go back, maybe with another agent, but they will be able to see what you were contacting them.
Pros
I has been using Amazon Connect for awhile now, and the most i like it is that the automatic responses while chatting are very accurate with the topic you arw working to, very fast and reliable. The same as when you need to chat with a real agent, as soon as you ask to be connected you are redirected to and the agent can see the records and what you are trying to do.
Cons
Just a few topics options when chatting with the bot, but that can be totally customizable as you wish.
- Industry: Medical Practice
- Company size: 11–50 Employees
- Used Monthly for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
amazon review
Reviewed on 2025/03/07
Every time I have used it, it has been pretty simple.
Every time I have used it, it has been pretty simple.
Pros
We can get quick answers with any simple problem you might have.
Cons
Hard to get a human when you have a difficukt issue.
- Industry: Events Services
- Company size: 10,000+ Employees
- Used Weekly for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
An excellent tool to set up and manage customer service operations.
Reviewed on 2025/03/09
Amazon Connect is a great tool from an ease of use, scalability, and integration perspective, I...
Amazon Connect is a great tool from an ease of use, scalability, and integration perspective, I found it a useful product from Amazon Web Services (AWS).
Pros
Amazon Connect is an amazing platform to manage customer service effectively.
Cons
The user interface is basic and has room for improvement.
Amazon Connect FAQs
Below are some frequently asked questions for Amazon Connect.Q. What type of pricing plans does Amazon Connect offer?
Amazon Connect offers the following pricing plans:
- Free Trial: Not Available
Please contact Amazon Web Services for pricing details.
Q. Who are the typical users of 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
Q. What languages does Amazon Connect support?
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
Q. Does Amazon Connect support mobile devices?
Amazon Connect supports the following devices:
Q. What other apps does Amazon Connect integrate with?
Amazon Connect integrates with the following applications:
AWS Lambda, Aceyus, Agaralabs, Amazon Aurora, Amazon DynamoDB, Amazon Lex, Amazon Pinpoint, Amazon Redshift, Apple Business Essentials, Bitext, CXone Mpower, CallMiner Eureka, Centrical, Clinc, Cresta, Cyara, DialogTech, Enghouse SmartDial, Freshdesk, HERE, Korbyt Anywhere, Kustomer, Local Measure, NICE Workforce Management, Nuance Gatekeeper, Operata, Pindrop, PolyAI, RingCentral Contact Center, Salesforce Service Cloud, ServiceNow, SingleComm, Sprinklr, USAN Contact Suite for Amazon Connect, UiPath, Upstream Works, Verint Knowledge Management, Zendesk Suite, Zoho CRM, Zoho Desk, callstats.io, eGain Suite
Q. What level of support does Amazon Connect offer?
Amazon Connect offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support
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