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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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Real user data aggregated to summarize the product performance and customer experience.
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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
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?
Pros
- Transparent
- Reliable
- Fair
- Continually Improving Product
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Drag and Drop User Interface
Online Cloud Platform
AI Engine for CPaaS
Code Libraries
MMS API
Integration APIs
Cloud Integration
Software Development Kit
WebRTC-based Calling
Communication APIs
Vendor Capability Ratings
Quality of Features
Ease of Implementation
Business Value Created
Availability and Quality of Training
Vendor Support
Breadth of Features
Product Strategy and Rate of Improvement
Usability and Intuitiveness
Ease of IT Administration
Ease of Data Integration
Ease of Customization
Amazon Connect Reviews

Skever M.
- Role: Sales Marketing
- Industry: Transportation
- Involvement: Business Leader or Manager
Submitted Sep 2024
Amazon connect, scale-up as you grow
Likeliness to Recommend
What differentiates Amazon Connect from other similar products?
Amazon Connect is designed as a fully cloud-based solution, allowing organizations to scale their operations easily and adapt to changing business needs without the constraints of traditional on-premises systems. Businesses can set up Amazon Connect quickly without extensive hardware installation, enabling faster time-to-value.
What is your favorite aspect of this product?
Amazon Connect provides built-in support for voice, chat, and email, allowing businesses to manage all customer interactions from a single platform. The platform empowers customers to resolve issues independently through IVR systems and chatbots, enhancing the overall customer experience.
What do you dislike most about this product?
customer support is less personalized compared to traditional vendors. We often rely heavily on self-service resources and documentation.
What recommendations would you give to someone considering this product?
Clearly define your business requirements, including call volume, channels needed (voice, chat, email), and specific features (like AI capabilities or integrations). Think about your long-term needs and whether Amazon Connect can scale with your business. If you’re not already familiar with AWS, consider investing time in understanding its ecosystem, as Amazon Connect integrates deeply with other AWS services. Utilize AWS training and certification programs to enhance your team’s understanding of the platform.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Please tell us why you think this review should be flagged.

William M.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Apr 2024
Likeliness to Recommend
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Trustworthy
Please tell us why you think this review should be flagged.
Fahad K.
- Role: Sales Marketing
- Industry: Manufacturing
- Involvement: End User of Application
Submitted Jan 2024
Connecting the Dots.
Likeliness to Recommend
What differentiates Amazon Connect from other similar products?
Amazon Connect has been a game-changer for me, providing an easy-to-navigate platform with multiple tabs for efficient task management. Its user-friendly interface has significantly improved the organization of my work and made monitoring a breeze.
What is your favorite aspect of this product?
Amazon Connect has become my favorite application for Business Process Outsourcing (BPO). It allows me to connect globally, enhancing my communication skills worldwide. I'd readily recommend Amazon Connect to others based on its efficiency and positive impact on my work.
What do you dislike most about this product?
I cannot think of anything.
What recommendations would you give to someone considering this product?
Having utilized Amazon Connect for small to medium contact centers across the globe, I can attest to its capabilities and rich feature set. The fully cloud-based solution, coupled with features like Auto Call distribution and call queues, makes it a robust choice.
Pros
- Helps Innovate
- Continually Improving Product
- Performance Enhancing
- Caring
Please tell us why you think this review should be flagged.
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