Amazon Connect Reviews & Pricing

by AWS | Founded 1994, Bellevue, WA

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What is Amazon Connect?

Industry Specialties: Serves all industries

Amazon Connect is a cloud contact center platform that offers customer service over voice, tasks and chat at a comparatively lower cost. The product uses the Amazon Simple Storage Service (Amazon S3) to record and store exported reports and conversations. From there, it creates default buckets for storage requirements. Its self-service graphical interface helps non-technical users to manage agents, design contact flows and track performance metrics easily without specialized skills. Sales representatives build natural language contact flows with the Amazon Lex with a natural language understanding (NLU) and automatic speech recognition (ASR) technology powering Amazon Alexa.

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User Sentiment

Based on 114 reviews:

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Amazon Connect Pricing

Based on our most recent analysis, Amazon Connect pricing starts at $0 (Per Minute, Usage-Based).

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Starting From: $0.01
Pricing Model: Per Minute, Usage-Based
Free Trial: Yes, Request for Free

Training Resources

Amazon Connect is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for Amazon Connect:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

Amazon Connect Benefits and Insights

Why use Amazon Connect?

Key differentiators & advantages of Amazon Connect

Flexible Pricing: Save more by paying just for the used functionalities and stop/resume any services at any point in time.
High-Quality Audio: Enhance customer experiences with 16kHz audio, packet-loss resistant calls made over the internet from a desktop using the product’s softphone.
Automated Communications: Integrate with Amazon Pinpoint to add outbound email channels and SMS in the product and send communications automatically. Communicate programmatically with the help of outbound API without performing complex and expensive third-party integrations.
Omnichannel Routing: Eliminate working across multiple tools by using a single UI across all communication channels. Increase operational efficiency and avoid rebuilding interaction flows using the same automated chatbots and interactions across voice or chat. Improve customer experience and reduce resolution time by building call flows, reports and rules once and enabling them across channels.
Efficient Routing: Increase efficiency among agents through a single UI engine for chat and calls. Minimize wait times and ensure customer satisfaction by transferring calls to the most appropriate agent based on availability, customer sentiment, history and skillset.
Faster Issue Resolution: Connect knowledge repositories with built-in connectors for third-party applications like ServiceNow and Salesforce, FAQ stores, internal wikis and file shares. Leverage speech analytics powered by machine learning to detect customer issues automatically during calls and then help resolve them in real-time.

Industry Expertise

Amazon Connect serves big and small companies globally.

Amazon Connect Reviews

Average customer reviews & user sentiment summary for Amazon Connect:

114 reviews

91%

of users would recommend this product

Synopsis of User Ratings and Reviews

Based on an aggregate of Amazon Connect reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

Easy to Use: The interface is straightforward and intuitive, making it simple for users to learn and navigate the system. This ease of use allows managers and supervisors to independently make changes to call flows and agent groups without relying on others.
Scalability: Amazon Connect's cloud-based nature allows businesses to easily scale their contact center operations up or down as needed. This flexibility is particularly beneficial for businesses with fluctuating call volumes or seasonal demands.
Cost-Effective: The pay-as-you-go pricing model means businesses only pay for the resources they use, making it a cost-effective solution compared to traditional on-premises contact center systems.
Integrations: Amazon Connect integrates seamlessly with other AWS services and third-party applications, allowing businesses to create a unified communications ecosystem. This can include CRM systems, helpdesk platforms, and workforce management tools.
Advanced Features: The platform offers a wide range of features, including skills-based routing, call recording, real-time analytics, and chatbots, enabling businesses to deliver a personalized and efficient customer experience.

Cons

Limited Customization: The user interface can be challenging to navigate and customize to specific workflows, especially for complex routing needs or integrations with other systems.
Reporting Challenges: Generating customized reports or accessing granular data for analysis can be difficult, limiting the ability to gain deep insights into call center performance and agent activity.
Learning Curve: The platform's features and functionalities can have a steep learning curve, requiring significant time and effort for users to become proficient, especially those without a technical background.

Researcher's Summary:

Amazon Connect, the cloud-based contact center software from Amazon Web Services (AWS), has garnered a mixed bag of user reviews over the past year. While some users rave about its user-friendly interface, scalability to accommodate growth, and cost-effectiveness compared to traditional contact center solutions, others point out its limitations in advanced features and express dissatisfaction with customer support. The software's strengths lie in its ease of use, particularly for those familiar with other AWS products, and its pay-as-you-go pricing model, which allows businesses to only pay for what they use. This makes it a great option for startups and small businesses looking for an affordable and scalable solution. However, more established businesses with complex needs may find the lack of advanced features, such as robust workforce management tools, to be a dealbreaker.

One of the key differentiators of Amazon Connect is its seamless integration with other AWS services, such as Amazon Lex for chatbots and Amazon Polly for text-to-speech. This allows businesses to easily add AI-powered features to their contact center without the need for extensive coding or third-party integrations. However, this tight integration with the AWS ecosystem can also be a drawback for businesses that use other cloud platforms or have existing investments in third-party contact center solutions. Overall, Amazon Connect is a solid choice for businesses seeking a user-friendly and cost-effective cloud contact center solution, especially those already invested in the AWS ecosystem. However, businesses with complex requirements or those seeking top-tier customer support may want to explore other options.

Key Features

Amazon Connect

Automation, Omnichannel and Telephony:
- Telephony: Eliminate the need to handle multiple vendors, commit to peak call volumes and negotiate complex contracts by simply managing a network of telephony providers from around the world. Access services such as direct inward dial (DID), over 200 calling destinations and toll-free phone numbers in more than20 countries worldwide. Understand proactive monitoring, which can scale up and down within seconds from telephony experts.
- Omnichannel: Access contact centers embedded and intelligent high-volume outbound communications across multiple channels. Speak with millions of people daily for marketing promotions, upcoming delivery notifications and appointment reminders. Schedule communications by simply specifying the communication channel and contact list.
- Predictive Dialer With Answering Machine Interaction: Increase efficiency by calling customers in a list automatically. Connect only to live customers by detecting busy signals, respond to voicemail greetings through a machine learning model.
- Web and Mobile Chat: Offer customers the ability to text agents without being available simultaneously through asynchronous messaging. Take advantage of secure and encrypted chats that support all existing compliance certifications. Talk with Apple Business Chat or iOS messaging through the product’s routing, contact flows and configuration.
- Task Management: Maintain a high customer satisfaction rate through follow-up items to resolve customer requests and issues. Prioritize track and assign agent tasks to completion easily. Improve agent productivity by automating tasks that don’t require user interaction.
- Automation: Save time and money with intelligent automation and self-service tools such as interactive voice response, natural language chatbots and automated customer voice authentication. Provide a seamless multi-channel communication experience for chat, voice and task management. Improve efficiency and eliminate the need to repeat tasks and functions by automation capabilities.

AI and Machine Learning:
- Agent Assist: Deliver agents with correct information and reduce the time searching for data through Amazon Connect Wisdom. Search across connected data repositories and find answers quickly to resolve issues during a real-time conversation with customers in real-time.
- Call Authentication: Make interactions secure and authentic through machine learning-powered Voice ID capabilities. Analyze caller's specific carrier network metadata and voice characteristics to get real-time caller identity decisions for more accurate and faster verification.
- Speech and Sentiment Analysis: Understand customer sentiment and trends better, train agents, identify critical feedback and replicate successful interactions. Troubleshoot customer issues by conducting a fast full-text search on all transcripts, getting alerts regarding issues during live calls and delivering proactive assistance to agents during conversations while improving customer satisfaction.

Agent Experience:
- Contact Control Panel: Get easy-to-use, single interface to receive calls, transfer them to peers, put them on hold, chat with contacts and perform other tasks. Customize agent experience easily by integrating external applications such as marketing automation or CRM.
- Unified Customer Profiles: Offer more personalized customer service by getting a unified view of customers’ current information. Access customer profiles and contact history, including transcripts, number of holds, customer sentiment and customer information from CRM and various order management applications such as phone, address, current order status.

Set up, Administration and Reporting:
- Contact Flow Builder: Design automated contact flows that adapt to the client experience in real-time. Leverage other AWS services, such as AWS Lambda, and create personal and targeted experiences by accessing any back-end system virtually and pulling in any information, including past purchases, customer tendencies and contact history. Use this information to anticipate end-customer needs and deliver solutions even before the caller specifies the issues.
- Real-time and Historical Analysis: Lower costs and improve performances by understanding contact centers at the most granular level through powerful analytics tools such as a visual dashboard.. Make data-driven decisions, reduce customer wait time, boost agent productivity, and reduce customer wait times by identifying common trends with overall operational performance and customer issues.
- Call Recording: Monitor and boost customer experiences with integrated recording systems for agent performance assessment.

Limitations

At the time of this review, these are the limitations according to user feedback:

No comprehensive contact flow reporting and analytics.
No version control for contact flows.
No way to delete old configurations.
Cumbersome user account administration.

Suite Support

Email: Not available.

Phone: Not available.

Training: AWS support offers training tools and technology along with programs designed to help optimize performance, innovate faster and lower costs.

Tickets: For services-related technical issues, sign in and submit support requests. View developer forums and get answers to many common questions without interacting with agents.