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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87 Likeliness to Recommend
91 Plan to Renew
81 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
+90 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
Ease of IT Administration
Vendor Support
Usability and Intuitiveness
Business Value Created
Ease of Data Integration
Breadth of Features
Product Strategy and Rate of Improvement
Ease of Customization
Amazon Connect Reviews
Katia D.
- Role: Information Technology
- Industry: Telecommunications
- Involvement: End User of Application
Submitted Jan 2023
Satisfy the needs of your customers.
Likeliness to Recommend
What differentiates Amazon Connect from other similar products?
The difference between Amazon Connect and other traditional contact centers is that Amazon Connect is completely cloud-based. This means there is no hardware or software to install on your premises. These tools include a variety of artificial intelligence tools, such as automatic call transcription, automatic intent detection, and the use of chatbots. It also offers a wide variety of analytics and monitoring tools to help businesses better understand their customers.
What is your favorite aspect of this product?
Amazon Connect also integrates with most communication channels, which means users can manage all of their customer interactions from one place. Furthermore, the platform is easy to use and can be quickly configured to suit the needs of a particular business.
What do you dislike most about this product?
However, Amazon Connect is not a complete customer relationship management (CRM) system. It doesn't offer features like sales force automation, marketing automation, or lead tracking. It is also not integrated with other Amazon services, such as Amazon Marketplace or Amazon Prime. Lastly, Amazon Connect is not free, but it does require a monthly subscription fee.
What recommendations would you give to someone considering this product?
This tool also offers a variety of advanced features, such as voice analysis and text analysis, that help businesses gain insights about their customers and improve their experience. This solution is scalable, secure, and reliable, and can be configured quickly and easily. In addition, it offers an intuitive user interface so that employees can manage their contacts with ease.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Saleem A.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Nov 2022
Honest review of amazon connect
Likeliness to Recommend
What differentiates Amazon Connect from other similar products?
There is no other software that can beat amazon connect.
What is your favorite aspect of this product?
With automated toll-free numbers and direct phone numbers, clear audio quality, instant connection, and cloud storage, Amazon Connect offers a full telephony solution. Calls are handled in a professional and secure manner, giving clients safety and trust from beginning to end. Amazon Engage is a tool that helps us connect with customers and grow sales without having to move from one location to another. My company uses it to contact with customers from anywhere and create unique experiences using chat and voice chats.
What do you dislike most about this product?
It is a tool that works very well providing a quality service with flexible characteristics, and it has worked for me in its entirety without any restrictions. Amazon Connect is a call platform in the cloud that ensures a perfect relationship between agents and clients.
What recommendations would you give to someone considering this product?
With Amazon Connect, the control is always in our hands. It is an online communications tool that enables engagement with our clients through conversations in a secure and effective manner, which improves workflow and frees up time when on the go. It facilitates the predictive dialer option for automated calls, which speeds up procedures and ensures pleasant client communication from beginning to end.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Shaik F.
- Role: Information Technology
- Industry: Engineering
- Involvement: IT Development, Integration, and Administration
Submitted Nov 2022
Easy to Deploy in short time and cost effective.
Likeliness to Recommend
What differentiates Amazon Connect from other similar products?
Amazon connect is easy to integrate with CRM’s, CCP Customisation is simple. AWS Lambda server less compute runs codes in real time and Easy to do in-depth call log analysis with Cloud-watch.
What is your favorite aspect of this product?
Easy to Integrate with Third party API’s. Agents can use CCP very easily. Contact search feature in Metrics is good feature.
What do you dislike most about this product?
Should improve Outbound dialling Features
What recommendations would you give to someone considering this product?
Easy to Deploy in short time span and pay as you go concept is Amazing.
Pros
- Reliable
- Enables Productivity
- Trustworthy
- Unique Features