My main use case for Amazon Connect is for IVR Plus. A specific example of how I'm using Amazon Connect for IVR Plus is that it's part of our claims. Amazon Connect fits into our claims workflow by gathering information and looking up to make sure the call and the claim number match, and then getting into the appropriate connecting part, after which we get the summary of the call.
Amazon Connect Customer
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Scalable Pay-as-You-Go Call Center with Seamless Integrations
What do you like best about the product?
Our call center on Amazon Connect's platform has the ability to scale up or down instantly based on the volume of calls, which is a game-changer for us. Regardless of the number of agents we have online, the AI system handles it without the need for hardware upgrades.
Unlike the "old school" call providers who used to charge per seat, Amazon Connect only charges for what we use. This billing model has significantly reduced our admin and overhead costs.
It connects seamlessly with other AWS services like S3 for call recordings, Lex for AI chatbots, and Kinesis for real-time data streaming. It is super easy to integrate with many external providers' platforms too, such as Deepgram, Salesforce, and more.
The Contact Flow Editor is one of our fun tools. You can play around with building simple to complex IVR flows using a visual drag-and-drop interface, which greatly increases live deployment to the call center.
Unlike the "old school" call providers who used to charge per seat, Amazon Connect only charges for what we use. This billing model has significantly reduced our admin and overhead costs.
It connects seamlessly with other AWS services like S3 for call recordings, Lex for AI chatbots, and Kinesis for real-time data streaming. It is super easy to integrate with many external providers' platforms too, such as Deepgram, Salesforce, and more.
The Contact Flow Editor is one of our fun tools. You can play around with building simple to complex IVR flows using a visual drag-and-drop interface, which greatly increases live deployment to the call center.
What do you dislike about the product?
The user interface and stats hub sometimes feel a bit pre-modern when compared to modern SaaS competitors like Retell AI.
Mastering the the basic tools seems easy, but implementing advanced features often requires a deeper understanding of the inter-connected AWS Connect ecosystem, especially the Lambda functions.
Since it is fully web-based, the quality of calls is largely depends on a very good internet connectivity. Once in a while, we can confirm to have experienced dropped calls during peak times.
For AWS Support, the new AI-based system has really slowed down the response times for us but that's not much of a worry because we are now used to the platform.
Mastering the the basic tools seems easy, but implementing advanced features often requires a deeper understanding of the inter-connected AWS Connect ecosystem, especially the Lambda functions.
Since it is fully web-based, the quality of calls is largely depends on a very good internet connectivity. Once in a while, we can confirm to have experienced dropped calls during peak times.
For AWS Support, the new AI-based system has really slowed down the response times for us but that's not much of a worry because we are now used to the platform.
What problems is the product solving and how is that benefiting you?
Amazon Connect was a timely solution to our need for a remote-friendly, omnichannel customer contact center and lead management solutions. It also enables our agents to work from anywhere with just a browser and a headset.
Connect has given our team very good insights into agent performances through its in-built real-time analytics and reporting tools. That's why are always grateful to have transited from the old-styled, on-premises PBX system which was manual to operate, costlier to maintain and difficult to update.
Connect has given our team very good insights into agent performances through its in-built real-time analytics and reporting tools. That's why are always grateful to have transited from the old-styled, on-premises PBX system which was manual to operate, costlier to maintain and difficult to update.
High-Quality Calls and Smooth Zendesk Integration, but Extra Tabs Feel Inelegant
What do you like best about the product?
It seamlessly integrates with Zendesk and provides a high quality for calls
What do you dislike about the product?
When I log in to Zendesk, I dislike that Amazon Connect opens another tab and that the tab needs to fully load before closing. It is a small thing but a bit inelegent
What problems is the product solving and how is that benefiting you?
It allows our company employees to make calls within the US from all over the world
Easy to Use, Seamless Call Search, and Massively Helpful AI Summaries
What do you like best about the product?
It’s very easy to use. Finding previous calls feels seamless, and the filters really help you locate exactly what you’re looking for. The AI summaries also help massively.
What do you dislike about the product?
It can be difficult to pick up certain accents, and it sometimes flags obscenities by accident even when none have been said.
What problems is the product solving and how is that benefiting you?
When I search through my call history, the range of filters and options makes it easy and quick to find exactly the information I’m looking for.
Easy to Use with Live Call Listening and Effortless Reporting
What do you like best about the product?
Easy use, live listening calls, easy report building, easy export
What do you dislike about the product?
I cannot find anything wrong with the product considering we have been using it for 7 yrs
What problems is the product solving and how is that benefiting you?
Tracking calls, listening calls which helps us provide training where needed. Having transcript on each call is very helpful too if you cannot listen to it
Amazon Connect: Flexible, Scalable Cloud Contact Center with Seamless AWS Integration
What do you like best about the product?
I like that Amazon Connect is flexible and scalable—it lets teams quickly build, customize, and scale a cloud contact center while integrating easily with the rest of AWS.
What do you dislike about the product?
It can feel complex to set up and manage, especially for teams without deep AWS experience, and some advanced features require extra configuration or third-party tools.
What problems is the product solving and how is that benefiting you?
Amazon Connect solves the problem of building and scaling a contact center without heavy infrastructure. It makes it easier to launch quickly, integrate with other systems, and scale on demand—helping teams stay flexible, reduce overhead, and adapt as customer needs change.
Amazon Connect–Amazon Q–Salesforce integration: solid potential after Salesforce auth hiccups
What do you like best about the product?
Amazon Connect is used for automatically calling feature implementation in lower cost for the best customization architecture.
What do you dislike about the product?
Amazon Connect implementation docs do not give proper information to implement custom functionality, and basic information is also
What problems is the product solving and how is that benefiting you?
Amazon connect give feature of making AI agents for Automatic call services for different types of reminders calling customers without any human involvement. Also, give connect workspace for testing of newly created AI agents to deploy successfully. Amazon connect taking a lower amount of charges for one call request completion instead of Twilio calling
Amazon Connect Awesome Experience
What do you like best about the product?
Help our company to keep track of time. It is easy to integrate with other platforms. Has a good number of features and it is easy of use.
What do you dislike about the product?
I think the interface could look more modern.
What problems is the product solving and how is that benefiting you?
Keep a good track of agents' connectivity, plan schedules, and track performance.
Claims workflows have become faster with automated IVR data capture but reporting still needs improvement
What is our primary use case?
What is most valuable?
Behind the scenes, Amazon Connect is the plug-and-play solution which calls the APIs, and that is what we use with NICE CXone IVR.
The best features Amazon Connect offers are plug-and-play concepts that are easy to configure within our AWS stack in our account, and we don't need more expertise on it.
The ease of configuration of Amazon Connect has helped my team significantly; it's pretty much an initial learning curve, but the remaining features are all available, and we have been using AWS stack since we have expertise and developers that are very close, and we work with AWS partners and certified resources.
Amazon Connect has positively impacted our organization because we used to have manual processing to gather more information and then create the summary, which takes time for our customers, but now it's a plug-in solution, and as I discussed earlier, this summary is very helpful for us to review and settle the claim early.
What needs improvement?
I don't have any improvements to suggest for Amazon Connect.
For how long have I used the solution?
I have been using Amazon Connect for seven months.
What do I think about the stability of the solution?
In my experience, Amazon Connect is stable.
What do I think about the scalability of the solution?
Amazon Connect's scalability is good.
How are customer service and support?
The customer support for Amazon Connect is good.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
We didn't have any solutions before Amazon Connect.
How was the initial setup?
I'm not sure about my experience with pricing, setup cost, and licensing. I purchased Amazon Connect through the AWS Marketplace.
What about the implementation team?
In my case, my company is a customer, and we don't have a business relationship with this vendor beyond that.
What was our ROI?
I don't have the metrics with me to share any return on investment with Amazon Connect.
What's my experience with pricing, setup cost, and licensing?
I'm not sure about my experience with pricing, setup cost, and licensing. I purchased Amazon Connect through the AWS Marketplace.
Which other solutions did I evaluate?
We were looking into options such as NICE CXone before choosing Amazon Connect.
What other advice do I have?
I have noticed time savings or efficiency improvements of almost 40 percent. My advice for others looking into using Amazon Connect is that you can expand a lot of your capabilities if you have API connect, configuration, workflows, and routing logics; everything can be configured within your VPC. I would rate this product a 7 out of 10.
Which deployment model are you using for this solution?
Private Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
Superior Remote Customer Service Tool with Low Latency
What do you like best about the product?
We use it for customer service. Being that I work remotely, I have used many alternatives, and Amazon Connect is superior and has lower latency.
Very easy setup, very straightforward integration with Zendesk, and very simple to use.
There was nothing complicated about it.
I use this service daily, for about 9 hours a day, and in the last year, I have had very few issues.
Very easy setup, very straightforward integration with Zendesk, and very simple to use.
There was nothing complicated about it.
I use this service daily, for about 9 hours a day, and in the last year, I have had very few issues.
What do you dislike about the product?
Sometimes the latency spikes; this is normal, but I wish there were more servers to connect to globally.
What problems is the product solving and how is that benefiting you?
An easy way to connect with customers in the US. Given that I am remote, being able to dial out from a US number and have it connect instantly immediately adds authority to my contacts.
Integrated automation with AI has improved customer service efficiency and has supported reliable operations
What is our primary use case?
I have been using Amazon Connect for a couple of months for one of my customer projects. We used Amazon Connect for a customer similar to Teleperformance who was asking for a service to handle the customer service environment. The customer asked for integration with Amazon Connect and Amazon Lex.
What is most valuable?
The stability of the application and the services of Amazon Connect is very good, especially when it integrates with Lex, making the customer service solution more efficient.
This integration helped with automation. AI was very helpful for the automation of customer service capabilities.
This integration helped with automation. AI was very helpful for the automation of customer service capabilities.
What needs improvement?
I do not remember specific features that could be added to Amazon Connect, to be honest, but it has been a long time since I was involved in the project.
For how long have I used the solution?
I have been using Amazon Connect for a couple of months on a customer project, but not extensively, approximately three months in that area.
What do I think about the stability of the solution?
The stability of the application and the services of Amazon Connect is very good, especially when it integrates with Lex and makes the customer service solution more efficient.
I do not think there are negative sides with Amazon Connect. Most of my customers I worked with or heard speaking about Amazon Connect and Lex are speaking in a positive way.
I do not think there are negative sides with Amazon Connect. Most of my customers I worked with or heard speaking about Amazon Connect and Lex are speaking in a positive way.
What do I think about the scalability of the solution?
Amazon Connect is a scalable solution.
How are customer service and support?
The technical support from AWS is average.
It is average because not every time I find a solution. Sometimes I debate with the support team but without result. We try to find a workaround by ourselves. But sometimes they give us the answers. That is why the support is not 100% providing the solutions we need or helping us and not 100% solving any issue. So they are in the average.
I would rate support from a six to seven.
It is average because not every time I find a solution. Sometimes I debate with the support team but without result. We try to find a workaround by ourselves. But sometimes they give us the answers. That is why the support is not 100% providing the solutions we need or helping us and not 100% solving any issue. So they are in the average.
I would rate support from a six to seven.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
I have not been working with the omnichannel communication feature.
I have not been using something similar to Amazon Connect, to be honest, but especially now with Google, I am focusing on the serverless services more, like Cloud Run and Cloud Function.
I have not been using something similar to Amazon Connect, to be honest, but especially now with Google, I am focusing on the serverless services more, like Cloud Run and Cloud Function.
How was the initial setup?
Regarding the installation of the product, it is not that easy but still in the average. It is not easy 100% or difficult 100%. It is just a step through and you did it; it is not that difficult.
What about the implementation team?
I led the people to implement Amazon Connect but was not directly involved in the implementation. For the project I worked on, I do not have many challenges, because the team with me is prepared and has worked with Amazon Connect before. The project is not that big.
What was our ROI?
The customer is satisfied.
What's my experience with pricing, setup cost, and licensing?
Most of my customers are not going with the pay-as-you-go pricing model, as they prefer yearly contracts or three-year contracts. They reserve it. So not all the services we used are pay-as-you-go; mostly it is yearly or three-year plans.
In general, I would say that Amazon Connect is expensive, as it is above average.
In general, I would say that Amazon Connect is expensive, as it is above average.
What other advice do I have?
The installation is not that easy, but it is still in the average. We deployed Amazon Connect on AWS cloud. I give this review an overall rating of 8.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
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