Amazon Connect

byAmazon Web Services (AWS)
in
4.5

Overview

Product Information on Amazon Connect

Updated 13th October 2025

What is Amazon Connect?

Amazon Connect is a cloud-based contact center software designed to facilitate customer engagement through voice and chat channels. The software enables businesses to configure contact flows, manage customer interactions, and integrate with other systems using APIs and built-in integrations. It offers features such as real-time and historical reporting, interactive voice response, automatic call distribution, and agent management tools. Amazon Connect addresses challenges related to scalability, flexibility, and cost management by allowing organizations to set up and modify their contact centers according to operational needs without on-premises infrastructure. The software is utilized to streamline customer service processes, improve efficiency, and centralize support operations.

Overall experience with Amazon Connect

IT Security & Risk Management Associate
50M - 250M USD, Banking
FAVORABLE

“"Amazon Connect: La solucion en la nube que transforma tus centros de contacto"”

5.0
Aug 14, 2025
Mi experiencia con Amazon Connect fue muy positiva, este servicio resulta ser muy flexible y excelente para gestionar centros en la nube, es funcional tanto en pequeñas como grandes empresas sin necesidad de contar con equipos fisicos ni estructuras complejas, ademas la integracion con otras soluciones de AWS son de gran ayuda para realizar una automatizacion y analisis de datos.
Manager telephony Services
500M - 1B USD, Media
CRITICAL

“Modular Design Offers Flexibility, While SaaS Packages Provide Easier Maintenance”

3.0
Jul 16, 2025
very midular which is nice but SaaS packages are easier to manage / maintain

About Company

Company Description

Amazon Web Services (AWS), established in 2006, is focused on providing essential infrastructure services to businesses globally in the form of cloud computing. The key advantage offered through cloud computing, particularly via AWS, is its capacity to shift fixed infrastructure expenses into flexible costs. Businesses have been able to forgo extensive planning and procurement of servers and other Information Technology (IT) resources, owing to AWS. AWS seeks to provide businesses with prompt and cost-effective access to resources using Amazon's expertise and economies of scale, as and when their business requires. Currently, AWS offers a robust, scalable, economic infrastructure platform on the cloud powering an extensive array of businesses worldwide. It operates across numerous industries with data center locations in various parts of the globe including U.S., Europe, Singapore, and Japan.

Company Details

Company type
Public
Year Founded
2006
Head office location
Seattle, United States
Number of employees
10001+
Website

Key Insights

A Snapshot of What Matters - Based on Validated User Reviews

User Sentiment About Amazon Connect
Reviewer Insights for: Amazon Connect
Deciding Factors: Amazon Connect Vs. Market Average
Performance of Amazon Connect Across Market Features

Amazon Connect Likes & Dislikes

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Peer Discussions

Amazon Connect Reviews and Ratings

4.5

(670 Ratings)

Rating Distribution

5 Star
57%
4 Star
39%
3 Star
4%
2 Star
0%
1 Star
0%
Why ratings and reviews count differ?

Customer Experience

Evaluation & Contracting

4.5

Integration & Deployment

4.5

Service & Support

4.5

Product Capabilities

4.5

Last 12 Months
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  • IT Security & Risk Management Associate
    50M-1B USD
    Banking
    Review Source

    "Amazon Connect: La solucion en la nube que transforma tus centros de contacto"

    5.0
    Aug 14, 2025
    Mi experiencia con Amazon Connect fue muy positiva, este servicio resulta ser muy flexible y excelente para gestionar centros en la nube, es funcional tanto en pequeñas como grandes empresas sin necesidad de contar con equipos fisicos ni estructuras complejas, ademas la integracion con otras soluciones de AWS son de gran ayuda para realizar una automatizacion y analisis de datos.
  • Chief Information Officer
    Gov't/PS/Ed
    Government
    Review Source

    Amazon Connect Enables Automated Service Requests Without Human Agent Intervention

    5.0
    Oct 21, 2025
    The Amazon professional services team worked diligently to address SOW gaps to ensure we were successful in our implementation and launch of the product. They did this without increasing the overall cost of the project or delaying the delivery of the project.
  • RESEARCH AND DEVELOPMENT ASSOCIATE
    <50M USD
    Software
    Review Source

    Amazon Connect Enables Native Tool Access But Restricts Third-Party Integrations

    4.0
    Aug 23, 2025
    Amazon Connect is scalable, reliable and an enterprise ready CCaaS provider. It might scare you a bit when you first start to use it. But once you have figured out the architecture and how deeply its tied into AWS infrastructure you can re-use most of your built products here.
  • STRATEGY ASSOCIATE
    <50M USD
    IT Services
    Review Source

    Integração nativa com AWS facilita fluxos, mas custos podem ser elevados

    5.0
    Sep 10, 2025
    Solução intuitiva, com configurações rápidas para fluxos de atendimento e integração nativa com outros serviços da AWS, a escalabilidade sob demanda garante que o atendimento continue eficiente.
  • NETWORK SECURITY WARLORD AND MINISTER OF
    <50M USD
    Insurance (except health)
    Review Source

    Easy Onboarding With Amazon Connect Yet Third-Party Integration Remains Complex

    5.0
    Jun 16, 2025
    Amazon Connect has had a massive positive customer and employee experience in our company.
...
Showing Result 1-5 of 1031

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