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What is Amazon Connect?
Amazon Connect is an easy to use omnichannel cloud contact center that helps companies provide superior customer service at a lower cost.
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
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Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
86 Likeliness to Recommend
1
Since last award
93 Plan to Renew
2
Since last award
81 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
+93 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love Amazon Connect?
Pros
- Transparent
- Reliable
- Fair
- Continually Improving Product
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Drag and Drop User Interface
AI Engine for CPaaS
Online Cloud Platform
Code Libraries
Cloud Integration
Integration APIs
MMS API
Software Development Kit
Communication APIs
WebRTC-based Calling
Vendor Capability Ratings
Quality of Features
Ease of Implementation
Availability and Quality of Training
Business Value Created
Ease of IT Administration
Vendor Support
Ease of Data Integration
Usability and Intuitiveness
Breadth of Features
Product Strategy and Rate of Improvement
Ease of Customization
Amazon Connect Reviews
- Role: Information Technology
- Industry: Banking
- Involvement: IT Leader or Manager
Submitted Sep 2023
Robust features
Likeliness to Recommend
Pros
- Reliable
- Trustworthy
- Effective Service
- Acts with Integrity
Cons
- Security Frustrates
- Inhibits Innovation
- Vendor's Interest First
Mark J.
- Role: Consultant
- Industry: Construction
- Involvement: IT Development, Integration, and Administration
Submitted Aug 2023
Amazon Connect has been a game-changer for us.
Likeliness to Recommend
What differentiates Amazon Connect from other similar products?
Amazon Connect Differentiators Pay-as-You-Go Pricing: Amazon Connect follows a pay-as-you-go pricing model, which can be cost-effective for businesses, especially when compared to traditional on-premises contact center solutions. Scalability: It can scale easily to accommodate seasonal spikes in call volume or changing business needs. You can add or remove resources as required.
What is your favorite aspect of this product?
its integration with other AWS services. This integration allows businesses to harness the power of various AWS tools like AI, machine learning, and serverless computing to enhance their contact center operations and customer experiences.
What do you dislike most about this product?
Complexity for Beginners: Setting up and configuring Amazon Connect can be complex, especially for users who are new to AWS services or contact center technology. Cost Management: While the pay-as-you-go pricing can be cost-effective, it may become expensive if not managed carefully, especially if you have a high call volume. Integration Challenges: While it integrates well with AWS services, integrating with non-AWS systems or legacy applications might require additional effort and expertise.
What recommendations would you give to someone considering this product?
Assess Your Needs: Clearly define your contact center requirements, including the volume of calls, channels of communication (voice, chat, etc.), and any specific features you need. Budget Planning: Understand the pricing structure and assess how it aligns with your budget. Consider potential scaling costs as your call volume grows. Training: Ensure your team is adequately trained to set up and manage Amazon Connect. AWS offers training resources and certification programs
Pros
- Helps Innovate
- Trustworthy
- Unique Features
- Client Friendly Policies
Cons
- Less Caring
- Less Effective Service
- Vendor's Interest First
Manuel H.
- Role: C-Level
- Industry: Construction
- Involvement: IT Leader or Manager
Submitted Jun 2023
Easy to implement and good telephony quality..
Likeliness to Recommend
What differentiates Amazon Connect from other similar products?
In our case it has been the recommendation of a service provider and the ease and speed of implementation.
What is your favorite aspect of this product?
Adequate cost-benefit ratio. Rapid growth of the installed base and good product roadmap. Knowledge of service providers.
What do you dislike most about this product?
I think third party integrations are missing in the out-of-the-box solution.
What recommendations would you give to someone considering this product?
Select a service provider that really has knowledge and capabilities in the implementation and operation of the solution.
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Helps Innovate
Cons
- Charges for Enhancements
