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


Need Assistance?

We're here to help you with understanding our reports and the data inside to help you make decisions.

Get Assistance

Awards & Recognition

Amazon Connect won the following awards in the Communications Platform as a Service category

Filter By

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


{y}
{name}

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

Joe M.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Nov 2023

Lovely product!

Likeliness to Recommend

9 /10

What differentiates Amazon Connect from other similar products?

Amazon Connect Customer Profiles helps companies deliver faster and more personalized customer service by providing agents and automated interactions with near-instant access to relevant customer information. I believe it's more efficient and practical than the other similar products. It's a trusted product and as I know a lot of companies use it between internal employees and external clients, even Amazon Connect is very programmable, anyone can develop and run web services in AWS and integrate them with Amazon Connect. This makes the customization and operations much simpler than the others products.

What is your favorite aspect of this product?

The first good thing about Amazon Connect is the reliability. Amazon Connect frees us of the burden of manually recording each conversation's detail and making a report. We are provided with a real-time dashboard and historical metrics and we can use that data for finding the latest trends, this will eventually help in improving the performance and the efficiency. It is so quick to roll out and easy to manage: We can configure it relatively quickly for the basic call distribution features. Drag and drop call routing feature on the browser helps a lot.

What do you dislike most about this product?

Actually, sometimes I hear some stories about the cloud call center downtimes in other companies/providers. There is no concept of dial plans: You can only receive and make calls via public telephony in Amazon Connect. There is no dial plan concept. For that reason, you can not easily use things like SIP trunks, click and call button to collect customer calls from your website for example. These calls need to be sent to public telephony first.

What recommendations would you give to someone considering this product?

Amazon Connect is one the best products nowadays and it has a great reputation worldwide as I know and see. I recommend every person in case they are searching for a product where they need to be in a very reliable system and easy to manage it at the same time , to try Amazon Connect in order to see the efficiency and professionalism of this product on it works and helps the agents to communicate with clients and the market in all. Millions of great and nice reviews about Amazon Connect over the internet.

Pros

  • Performance Enhancing
  • Enables Productivity
  • Trustworthy
  • Efficient Service

SUKHSEHAJ PREET S.

  • Role: Information Technology
  • Industry: Engineering
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Nov 2023

Fantastic product to use and makes life easy......

Likeliness to Recommend

9 /10

What differentiates Amazon Connect from other similar products?

Ease of use lots of features to offer

What is your favorite aspect of this product?

simplistic approach bundle of features

What do you dislike most about this product?

cost is the most important factor in choosing this product

What recommendations would you give to someone considering this product?

great product to use and get work done

Pros

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

Harsimran C.

  • Role: Information Technology
  • Industry: Engineering
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Nov 2023

It’s a good product, nice support

Likeliness to Recommend

6 /10

What differentiates Amazon Connect from other similar products?

Their customer service skill

What is your favorite aspect of this product?

It’s reliable interface

What do you dislike most about this product?

It can get better as some fixes are there

What recommendations would you give to someone considering this product?

Take training as their knowledge articles are really good

Pros

  • Helps Innovate
  • Reliable
  • Performance Enhancing
  • Trustworthy

Most Popular Amazon Connect Comparisons