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

Amazon Connect

Composite Score
8.6 /10
CX Score
8.9 /10
Category
Amazon Connect
8.6 /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.

87 Likeliness to Recommend

94 Plan to Renew

1
Since last award

84 Satisfaction of Cost Relative to Value

1
Since last award


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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.

+94 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
4% Neutral
96% Positive

Pros

  • Transparent
  • Reliable
  • Fair
  • Continually Improving Product

Feature Ratings

Average 84

Drag and Drop User Interface

88

Online Cloud Platform

87

AI Engine for CPaaS

87

Code Libraries

85

MMS API

85

Integration APIs

84

Cloud Integration

83

Software Development Kit

83

WebRTC-based Calling

82

Communication APIs

80

Vendor Capability Ratings

Average 82

Quality of Features

86

Ease of Implementation

84

Business Value Created

83

Availability and Quality of Training

82

Vendor Support

82

Breadth of Features

81

Product Strategy and Rate of Improvement

81

Usability and Intuitiveness

81

Ease of IT Administration

81

Ease of Data Integration

80

Ease of Customization

77

Amazon Connect Reviews

  • Role: C-Level
  • Industry: Government
  • Involvement: Business Leader or Manager
Validated Review
Anonymous Reviewer

Submitted Jul 2020

Great support

Likeliness to Recommend

6 /10

Pros

  • Efficient Service
  • Helps Innovate
  • Continually Improving Product
  • Trustworthy

Cons

  • Less Reliable
  • Less Performance Enhancing
  • Less Productive
  • Role: Operations
  • Industry: Construction
  • Involvement: End User of Application
Validated Review
Anonymous Reviewer

Submitted May 2020

Great product we have used for years!

Likeliness to Recommend

10 /10

Pros

  • Continually Improving Product
  • Reliable
  • Performance Enhancing
  • Trustworthy

Jair M.

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

Submitted May 2020

Easy to use, pricey, but no phone ringing :)

Likeliness to Recommend

10 /10

What differentiates Amazon Connect from other similar products?

User friendly, trustworthy and fast solution to problems

What is your favorite aspect of this product?

Easy user friendly plataform

What do you dislike most about this product?

Price compared to the overall performance

What recommendations would you give to someone considering this product?

Consider cost/benefit and if user friendly is an important aspect

Pros

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

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