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

Amazon Connect

Composite Score
8.3 /10
CX Score
8.6 /10
Category
Amazon Connect
8.3 /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.

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


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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?

0% Negative
5% Neutral
95% Positive

Pros

  • Transparent
  • Reliable
  • Fair
  • Continually Improving Product

Feature Ratings

Average 82

Drag and Drop User Interface

87

AI Engine for CPaaS

86

Online Cloud Platform

85

Code Libraries

83

Cloud Integration

82

Integration APIs

82

MMS API

82

Software Development Kit

80

Communication APIs

78

WebRTC-based Calling

78

Vendor Capability Ratings

Average 80

Quality of Features

84

Ease of Implementation

83

Availability and Quality of Training

81

Business Value Created

80

Ease of IT Administration

80

Vendor Support

80

Ease of Data Integration

80

Usability and Intuitiveness

79

Breadth of Features

79

Product Strategy and Rate of Improvement

78

Ease of Customization

76

Amazon Connect Reviews

Oscar M.

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

Submitted Sep 2022

The most scalable and innovative contact center

Likeliness to Recommend

9 /10

What differentiates Amazon Connect from other similar products?

Amazon Connect features make it easier for us to have the information we need to provide faster and more holistic customer experiences, optimize agent's time based on what matters most, and enables customer services managers to take action in real time to avoid contacts that will do harm to our brand

What is your favorite aspect of this product?

Amazon Connect Tasks automates, tracks and manages tasks for contact center agents, improving agent productivity. When assigned a task, agents see a notification along with the description of the task and links to any applications that the agents might need to complete the task

What do you dislike most about this product?

When a caller opts in, the Voice ID has a delay in analyzing the caller's speech attributes during the first few seconds of the call before it creates a digital voiceprint for the caller

What recommendations would you give to someone considering this product?

Amazon Connect is a fantastic product. Customer service employees can provide support through phone calls or chat requests from end customers using Amazon Connect

Pros

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

Dana M.

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

Submitted Sep 2022

A multifunctional platform solution.

Likeliness to Recommend

10 /10

What differentiates Amazon Connect from other similar products?

It's a well-rounded service, with features that suit all requirements and HD audio of the highest caliber, enabling smooth communication. The various parties involved are automatically contacted via phone. A scripting language that can be used online in Chat programs is simple to set up. Call recordings are an option.

What is your favorite aspect of this product?

They constantly prioritize us and our requirements. It is very easy to customize and expand the system so that it meets your needs. The solution was simple for our teams to incorporate into our current application portfolio. Ability to establish contact flows fast and easy and to make quick changes. Integration of Lex and Lambda, two additional AWS services. Advanced voice capabilities, a high service standard, worldwide accessibility, the speed of new features, and innovations.

What do you dislike most about this product?

While integrating with MS Dynamics has been challenging but not impossible, integrating with Salesforce Service Cloud is pretty simple. Without the proper strategy and talent to create what you need, it is simple to wind up with merely a box of Legos. Talent is in high demand in the market.

What recommendations would you give to someone considering this product?

We switched to Amazon Connect as a platform to support the growth of our firm. The platform allowed us to lay the groundwork for future development, integration, and addition of new features and solutions. Customers could develop on this stable, simple, and open platform. It makes use of the full potential of the AWS environment.

Pros

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

Asad S.

  • Role: Consultant
  • Industry: Retail
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Aug 2022

Reverse Engineering is a pain.

Likeliness to Recommend

5 /10

What differentiates Amazon Connect from other similar products?

Easy to Use and easy to implement with Basic Features.

What is your favorite aspect of this product?

Easy Implementation with Basic Features.

What do you dislike most about this product?

NO SCIM integrations and onboarding requires IT Support. Federation ID Case sensitive.

What recommendations would you give to someone considering this product?

Overall Satisfactory product and easy to implement/use. Good features overall but comes with a price.

Pros

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

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