Amazon Connect Reviews & Product Details - Page 7

Amazon Connect Product Details

Amazon Connect is an easy to use omnichannel cloud contact center that helps companies provide superior customer service at a lower cost. Over 10 years ago, Amazon’s retail business needed a contact center that would give our customers personal, dynamic, and natural experiences. We couldn’t find one that met our needs, so we built it. We've now made this available for all businesses, and today thousands of companies ranging from 10 to tens of thousands of agents use Amazon Connect to serve millions of customers daily. Designed from the ground up to be omnichannel, Amazon Connect provides a seamless experience across voice and chat for your customers and agents. This includes one set of tools for skills-based routing, powerful real-time and historical analytics, and easy-to-use intuitive management tools – all with pay-as-you-go pricing, which means Amazon Connect simplifies contact center operations, improves agent efficiency, and lowers costs. You can set up a contact center in minutes that can scale to support millions of customers.

Seller

Amazon Web Services (AWS)

Discussions

Amazon Connect Community

Languages Supported

German, English, French, Japanese, Korean, Portuguese, Spanish, Chinese (Simplified)

Product Description

Amazon Connect is a self-service, cloud-based contact center service that makes it easy for any business to deliver better customer service at lower cost.

Overview by

Ryan Braastad

Value at a Glance

Averages based on real user reviews.

Time to Implement

4 months

Perceived Cost

$$$$$

View More Pricing Information

Top-Rated Alternatives

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Amazon Connect Integrations

(3)

Integration information sourced from real user reviews.

Amazon Connect Media

Amazon Connect Demo - Welcome to Amazon Connect

Create an Amazon Connect Instance. Use an instance to contain all the resources and settings related to your contact center. You specify where voice recordings and chat transcripts are stored, and how you plan to manage user accounts and other aspects.

Amazon Connect Demo - Amazon Connect Contact Flow

Establish a contact flow to define the customer experience with your contact center from start to finish. A single contact flow works for both voice and chat, which makes your design more efficient. When you build contact flows and configure the blocks, indicate how the flow should work for voice...

Amazon Connect Demo - Amazon Connect Historical Metrics

Amazon Connect tracks all interactions using contact trace records (CTRs). CTRs are used for real-time and historical metrics reports. You can also use Amazon Kinesis to stream them to an AWS database like Amazon Redshift or Amazon Athena for BI analysis (Amazon QuickSight, or a third party such...

Amazon Connect Demo - Amazon Connect Services

To help provide a better contact center, you can use Amazon Connect with the following AWS services.

G2 reviews are authentic and verified.

Here's how.

TB

Tyler B.

Manager, Customer Engagement

Mid-Market (51-1000 emp.)

1/8/2018

"Connect meets our needs perfectly"

5/5

What do you like best about Amazon Connect?

Connect makes it extremely easy to quickly acomplish the calls I need to make. Review collected by and hosted on G2.com.

What do you dislike about Amazon Connect?

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 Review collected by and hosted on G2.com.

AC

Verified User in Computer Software

Mid-Market (51-1000 emp.)

12/7/2017

"Amazon Connect Review"

4.5/5

What do you like best about Amazon Connect?

It's very adaptable and allows you to find information that you have an interest in. For example, most things are very customizable, especially with reports. Review collected by and hosted on G2.com.

What do you dislike about Amazon Connect?

I'm not a super huge fan of some of the refresh settings on dashboards. I wish we could make things more real-time. Review collected by and hosted on G2.com.

Recommendations to others considering Amazon Connect:

Amazon is a great company - continue to provide feedback about their products and it will come along very well. Review collected by and hosted on G2.com.

What problems is Amazon Connect solving and how is that benefiting you?

Amazon Connect is saving us a ton of money as a company. It's also allowing us to source our phones and server usage solely through Amazon - which eliminates us having to rely on a large amount of 3rd party providers. Review collected by and hosted on G2.com.

AD

Arun D.

Azure Specialist

Enterprise (> 1000 emp.)

1/8/2018

"Great if you have an excellent internet connection"

3.5/5

What do you like best about Amazon Connect?

Ability to connect from many devices and the ability to keep the machine running Review collected by and hosted on G2.com.

What do you dislike about Amazon Connect?

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. Review collected by and hosted on G2.com.

Recommendations to others considering Amazon Connect:

Evaluate the network performance well before switching to this. Review collected by and hosted on G2.com.

What problems is Amazon Connect 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. Review collected by and hosted on G2.com.

SR

Shane R.

Account Manager

Computer Software

Mid-Market (51-1000 emp.)

12/7/2017

"Very simple interface and reliable service."

4.5/5

What do you like best about Amazon Connect?

How simple the calling interface is. Its a very easy to use panel that is very straight forward. Review collected by and hosted on G2.com.

What do you dislike about Amazon Connect?

Not the most intuitive path for call functions like conference or transfer. Review collected by and hosted on G2.com.

AB

Verified User in Banking

Small-Business (50 or fewer emp.)

1/3/2018

"Indifferent"

2.5/5

What do you like best about Amazon Connect?

The interface for systems admins is good Review collected by and hosted on G2.com.

What do you dislike about Amazon Connect?

In other views, the interface is less dynamic compared to competitors. Also, cost is above the competition. Review collected by and hosted on G2.com.

UC

Verified User in Computer Software

Mid-Market (51-1000 emp.)

9/27/2017

"Easy to use and reliable,"

4.5/5

What do you like best about Amazon Connect?

I like that it is easy to make calls. It is easy to use the keypad or manually enter in a number. Review collected by and hosted on G2.com.

What do you dislike about Amazon Connect?

Could be expanded to have more functionalities. It works well, but feels basic at times. Review collected by and hosted on G2.com.

CI

Verified User in Insurance

Enterprise (> 1000 emp.)

10/1/2017

"Great fast customer service connectivity and funny "

5/5

What do you like best about Amazon Connect?

what i liked best about the amzon connectivity is that it is resourceful Review collected by and hosted on G2.com.

What do you dislike about Amazon Connect?

i didnt like that it was kind of hard to set up Review collected by and hosted on G2.com.

Pricing Insights

Averages based on real user reviews.

Time to Implement

4 months

Perceived Cost

$$$$$

View More Pricing Information

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Amazon Connect Features

Channels

Voice

Web Chat

Email

Functions

Session Routing

Session Queuing

Concurrent Calling

Administrative

Session Summary Notes

Administrator Access

Reporting & Dashboards

View More Features

Categories on G2

Contact Center Call Center Infrastructure (CCI)Customer Service Automation

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Amazon Connect Reviews & Product Details - Page 7

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