Overview
Product Information on Amazon Connect
What is Amazon Connect?
Amazon Connect Pricing
Overall experience with Amazon Connect
“Amazon Connect Enables Automated Service Requests Without Human Agent Intervention”
“Difficulty Connecting Internal Chatbot to Existing Knowledge Base Highlighted”
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
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A Snapshot of What Matters - Based on Validated User Reviews
User Sentiment About Amazon Connect
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Performance of Amazon Connect Across Market Features
Amazon Connect Likes & Dislikes
The agent workspace integrates seamlessly with our on-prem custom applications. Amazon Connect able to take actions to generate documents and initiate processes without human interaction to get our customers what services they were requesting without holding for an agent.
I like the drag and drop feature of it.
Heavy integration with AWS and Amazon infrastructure. Thanks to this, you have access to endless native tools and LLM models through Amazon Bedrock. It has also a nice choice of elevator music options for when your customers are waiting in queue.
The discovery prior to implementation could have been more thorough. The implementation team's understanding of the requirements to integrate with our 3rd party application was more difficult than anticipated.
I dont like that it does not have the latest AWS sonic model and that I cannot use internal bedrock knowledge base.
When you compare it to other CCaaS providers out in the market, you quickly discover that they all have a very big App store/foundry and room for third party applications to be used with the CCaaS. With Amazon, you are essentially forced to use Amazon tools only and can't rely on anything outside from a native standpoint.
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Amazon Connect Reviews and Ratings
- Chief Information OfficerGov't/PS/EdGovernmentReview Source
Amazon Connect Enables Automated Service Requests Without Human Agent Intervention
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 USDSoftwareReview Source
Amazon Connect Enables Native Tool Access But Restricts Third-Party Integrations
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. - Group Product Manager<50M USDRetailReview Source
Flexible Customer Service Platform Offers Global 24/7 Support With Monitoring Tools
It is a cost effective customer service and support allowing us to be flexible in work environments. Real-time dashboards, reporting tools and call recordings allow us to monitor performance and continually improve services. - Engineering Manager50M-1B USDBankingReview Source
Amazon Connect Enables Rapid Call Center Deployment but Lacks Service Dependency Mapping
Amazon Connect brings the entire contact center solution to our customer. - Customer Service & Support Associate50M-1B USDSoftwareReview Source
Scalable and Flexible Cloud Contact Center with a lerarning curve
My overall experience with Amazon connect has been positive. The platform offers strong scalability, flexibility and integration capabilities, particularly within the broader AWS ecosystem. Its cloud-native architecture makes it relatively straightforward to overhead.