Amazon Connect
Amazon Web ServicesExternal reviews
73 reviews
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Great contact center service
What do you like best about the product?
We have done a few POC's, but have not switched over to Amazon Connect yet due to contractual agreements with current vendor. Once we are out of contract, we are doing the switch.
What do you dislike about the product?
Our lock in with current vendor - have no complains about Amazon Connect
What problems is the product solving and how is that benefiting you?
Contact center
Great up and coming platform
What do you like best about the product?
The Amazon Connect platform provides a tremendous amount of flexibility that enables companies to build as needed.
What do you dislike about the product?
User interface experience could be more intuitive
What problems is the product solving and how is that benefiting you?
Basic contact center services
Easy to configure, Pay-as-you-go pricing
What do you like best about the product?
Empowers business users to control contact flows without needed development work. Improves speed to market and allows for continous innovation.
What do you dislike about the product?
Some features available on legacy platforms are not readily available out-of-the-box. But being an open platform, it's easy to enable these through other AWS services.
What problems is the product solving and how is that benefiting you?
Automating customer interactions that are low-value and don'e need to go to a human.
contact center
What do you like best about the product?
the ease of onboarding and design of call flows
What do you dislike about the product?
difficulties with biometrics integration
What problems is the product solving and how is that benefiting you?
transform contact center
Customer service
What do you like best about the product?
Most of our retail customers we are proposing comparing with traditional.
What do you dislike about the product?
We use third party for sip trunks we should have those features with AWS
What problems is the product solving and how is that benefiting you?
Customer service
Great tool for call center and phone traffic
What do you like best about the product?
Amazon connect lets you not only take calls but track agents and do contact search for past calls. Also for easy tracking of all people logged in and what their status is.
What do you dislike about the product?
The status menu can bug out. If you get a call while changing statuses it locks you out from trying to change your status, easily fixed but annoying.
What problems is the product solving and how is that benefiting you?
Simple customer connection and being able to help them fix issues and gather feedback on products and requests.
Recommendations to others considering the product:
for handling any sort of phone traffic, this will help you get it done!
Good way to connect to support line
What do you like best about the product?
Easy queue control. Not sure how next available is determined but seems evenly distributed. Able to go back and find phone calls and do contact search for review and quality control.
What do you dislike about the product?
Have had man errors and soft phone failure errors. Need to make sure browser history is clear and everything is up to date or errors continue.
What problems is the product solving and how is that benefiting you?
Daily phone interaction with with customers helping them solve the issues they encounter. Easiest way to connect with customers and get the fastest result.
Recommendations to others considering the product:
Great for large volume of phone interactions. Can be buggy but easy to fix.
Great if you have an excellent internet connection
What do you like best about the product?
Ability to connect from many devices and the ability to keep the machine running
What do you dislike about the product?
Can be buggy at times. Depending on how its implemented and the choices present, it can get frustrating. Like any internet application, it is heavily dependent on the internet connection present.
What problems is the product solving and how is that benefiting you?
Remote connection for employees is provided. Spinning up a machine for new employees is faster and cheaper than physical laptops.
Recommendations to others considering the product:
Evaluate the network performance well before switching to this.
Connect meets our needs perfectly
What do you like best about the product?
Connect makes it extremely easy to quickly acomplish the calls I need to make.
What do you dislike about the product?
When you have to enter in an extension during the call it can be a bit cumbersome to have to get to the dial pad and then remove it
What problems is the product solving and how is that benefiting you?
Being able to effectively reach our clients and quickly move from one call to the next
Indifferent
What do you like best about the product?
The interface for systems admins is good
What do you dislike about the product?
In other views, the interface is less dynamic compared to competitors. Also, cost is above the competition.
What problems is the product solving and how is that benefiting you?
Hosting in general...more of a hands on approach.
Recommendations to others considering the product:
As with any application /saas, do your homework.
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