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

Skever M.

  • Role: Sales Marketing
  • Industry: Transportation
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Sep 2024

Amazon connect, scale-up as you grow

Likeliness to Recommend

8 /10

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

William M.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Apr 2024

Likeliness to Recommend

10 /10

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Trustworthy

Fahad K.

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

Submitted Jan 2024

Connecting the Dots.

Likeliness to Recommend

9 /10

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

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