Amazon Connect Logo Award Winner Product Badge
Amazon Connect Logo Award Winner Product Badge
Amazon

Amazon Connect

8.2 /10
Category
Amazon Connect
8.2 /10

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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Awards & Recognition

Amazon Connect won the following awards in the Communications Platform as a Service category

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Amazon Connect Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Amazon Connect.

86 Likeliness to Recommend

1
Since last award

92 Plan to Renew

1
Since last award

81 Satisfaction of Cost Relative to Value


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Emotional Footprint Overview

+91 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?

0% Negative
6% Neutral
94% Positive

Pros

  • Transparent
  • Reliable
  • Fair
  • Trustworthy

Feature Ratings

Average 81

Drag and Drop User Interface

87

AI Engine for CPaaS

86

Online Cloud Platform

84

Code Libraries

82

Cloud Integration

81

Integration APIs

81

MMS API

79

Software Development Kit

79

Communication APIs

79

WebRTC-based Calling

77

Vendor Capability Ratings

Average 79

Quality of Features

84

Ease of Implementation

82

Availability and Quality of Training

80

Ease of IT Administration

79

Vendor Support

79

Ease of Data Integration

79

Usability and Intuitiveness

79

Business Value Created

79

Breadth of Features

78

Product Strategy and Rate of Improvement

78

Ease of Customization

76

Amazon Connect Reviews

Fahad K.

  • Role: Sales Marketing
  • Industry: Manufacturing
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Jan 2024

Connecting the Dots.

Likeliness to Recommend

9 /10

What differentiates Amazon Connect from other similar products?

Amazon Connect has been a game-changer for me, providing an easy-to-navigate platform with multiple tabs for efficient task management. Its user-friendly interface has significantly improved the organization of my work and made monitoring a breeze.

What is your favorite aspect of this product?

Amazon Connect has become my favorite application for Business Process Outsourcing (BPO). It allows me to connect globally, enhancing my communication skills worldwide. I'd readily recommend Amazon Connect to others based on its efficiency and positive impact on my work.

What do you dislike most about this product?

I cannot think of anything.

What recommendations would you give to someone considering this product?

Having utilized Amazon Connect for small to medium contact centers across the globe, I can attest to its capabilities and rich feature set. The fully cloud-based solution, coupled with features like Auto Call distribution and call queues, makes it a robust choice.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Performance Enhancing
  • Caring

Joe M.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Nov 2023

Lovely product!

Likeliness to Recommend

9 /10

What differentiates Amazon Connect from other similar products?

Amazon Connect Customer Profiles helps companies deliver faster and more personalized customer service by providing agents and automated interactions with near-instant access to relevant customer information. I believe it's more efficient and practical than the other similar products. It's a trusted product and as I know a lot of companies use it between internal employees and external clients, even Amazon Connect is very programmable, anyone can develop and run web services in AWS and integrate them with Amazon Connect. This makes the customization and operations much simpler than the others products.

What is your favorite aspect of this product?

The first good thing about Amazon Connect is the reliability. Amazon Connect frees us of the burden of manually recording each conversation's detail and making a report. We are provided with a real-time dashboard and historical metrics and we can use that data for finding the latest trends, this will eventually help in improving the performance and the efficiency. It is so quick to roll out and easy to manage: We can configure it relatively quickly for the basic call distribution features. Drag and drop call routing feature on the browser helps a lot.

What do you dislike most about this product?

Actually, sometimes I hear some stories about the cloud call center downtimes in other companies/providers. There is no concept of dial plans: You can only receive and make calls via public telephony in Amazon Connect. There is no dial plan concept. For that reason, you can not easily use things like SIP trunks, click and call button to collect customer calls from your website for example. These calls need to be sent to public telephony first.

What recommendations would you give to someone considering this product?

Amazon Connect is one the best products nowadays and it has a great reputation worldwide as I know and see. I recommend every person in case they are searching for a product where they need to be in a very reliable system and easy to manage it at the same time , to try Amazon Connect in order to see the efficiency and professionalism of this product on it works and helps the agents to communicate with clients and the market in all. Millions of great and nice reviews about Amazon Connect over the internet.

Pros

  • Performance Enhancing
  • Enables Productivity
  • Trustworthy
  • Efficient Service
  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Development, Integration, and Administration
Validated Review
Anonymous Reviewer

Submitted Nov 2023

Easy to use and very reliable.

Likeliness to Recommend

10 /10

Pros

  • Trustworthy
  • Inspires Innovation
  • Performance Enhancing
  • Unique Features

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