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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

Joe M.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Nov 2023
Lovely product!
Likeliness to Recommend
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
Please tell us why you think this review should be flagged.

SUKHSEHAJ PREET S.
- Role: Information Technology
- Industry: Engineering
- Involvement: IT Development, Integration, and Administration
Submitted Nov 2023
Fantastic product to use and makes life easy......
Likeliness to Recommend
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
Please tell us why you think this review should be flagged.

Harsimran C.
- Role: Information Technology
- Industry: Engineering
- Involvement: IT Development, Integration, and Administration
Submitted Nov 2023
It’s a good product, nice support
Likeliness to Recommend
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
Please tell us why you think this review should be flagged.
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