Amazon Connect

The contact center able to offer a unique user experience

Comments: Amazon Connect is the evolution for forward-thinking contact centers interested in providing their customers with a pleasant and interactive experience, Through its programmable IVR and thanks to the help of AI it allows to incorporate programmable and informative messages to customers in a matter of minutes and thanks to the robust integration of other Amazon services allows access to metrics with detailed graphs (Amazon Quicksigth) and a huge storage capacity (Amazon EC2) capable of saving the recordings of all calls without the risk of data loss, for reasons like this make Amazon Connect an ideal choice for contact centers in the cloud.

Pros:

Since the implementation of Amazon Connect we have been able to experience some of its most notorious features, we can have any number of telephone agents providing technical support from anywhere in the world since the tool does not require licenses tied to physical machines, the tool being an on-premises solution allows us to continue with the attention to users even when there were connection problems in the datacenter where the server of the old platform for receiving calls was hosted, large data storage capacity which is usable to store the number of calls that minute by minute enters our operation, detailed and configurable metrics that allows us to analyze the status of the operation in real time.

Cons:

The graphical user interface is one of the points that has had more criticism from our team, it is clear that Amazon Connect has the functions to configure and monitor the operation in real time but the interface does not offer the intuitiveness that is required to perform some actions that require immediate response such as (display of ID_REMOTE, customized alerts for exceeding some metrics such as TMO, HOLD, call duration), additionally the diffusion of messages or notifications to the agents (pop-up) are help tools within the operation in which within Amazon Connect is not available.

A brilliant platform for contact centers

Pros:

The pay-as-you-go pricing is very enticing, and so is the ability to customize the UI of the agents and provide them with real-time advice on how to deal with various calls.

Cons:

There is no SMS support. You have to use Amazon Pinpoint for that, but the number you purchase in Pinpoint, can't be used in Connect. That leads to a very awkward experience.

Convenient and effective

Comments: It’s convenient to use this service without needing to get in the phone and stay on hold for someone for hours.

Pros:

They are always quick to respond and with my experience always do a great job to resolve your issue

Cons:

It’s not always easy to get through to someone

Review of Amazon Connect

Comments: I think Amazon Connect is good as a phone tree, especially if you need any kind of automatons built in. Asking callers for info, parsing it through chatbots, routing speech into code to handle some sort of logic, things like that. I also think AC is good for speech and call tree analysis. That being said, it couldn't really fit our use case where it had to be an office user's main phone system. If you are using agents who take calls in a round-robin manner like a standard call center, it could work but we weren't doing that so it didn't work for us.

Pros:

We liked how Amazon Connect allowed us to interact with custom code written on AWS Lambda along with the chatbots. We first prototyped using Amazon Connect with having an automated payment system and automated call trees. When the pandemic hit, we were able to quickly setup users to use it as a cloud-based phone system due to the simplicity of the UI. I think its one of very few phone systems / contact center solutions that allow for writing any kind of custom logic while a caller is on the phone.

Cons:

At the time, we didn't like the small feature set of Amazon Connect in regards to being a contact center / phone system solution. A lot of the features we required could not be handled, such as voicemails and recorded statements. Additionally, we had problems with connectivity and reliability which frustrated our users. We had only been using Connect as an interim solution to our contact center needs while we figured out a more permanent fix.

A Powerful Contact Center Solution

Pros:

Easy Integration- seamlessly integrates with other AWS services, enhancing overall functionality. Scalability- highly scalable, making it suitable for businesses of all sizes. AI-Powered Features- utilizes AI for real-time performance improvements and natural language understanding. User-Friendly Interface- intuitive drag-and-drop interface for building call flows. Flexible Pricing- pay-as-you-go pricing model, making it cost-effective.

Cons:

Limited Non-Phone Features, and primarily focused on telephony, with fewer features for non-phone use cases. Occasional connection errors reported, which might affect call quality. Advanced features may require technical expertise to set up.

Reduce cost in your organization.

Comments: it makes job easier and manage agents performance on a daily basis.

Pros:

In terms of management everyone in staff can download KPIs or the KPIs that they wanted to coach to their agents.. Operation managers can have a clear understanding and a full view of the projects.

Cons:

it has a lot of feature, a lot of information that i think i still have to discover.

It suits our needs

Pros:

Fairly easy to setup with very good documentation. It's part of AWS so it integrates well with other Amazon apps. Trusted solution and it's well maintained. Overall it's a stable platform and it suits our business needs

Cons:

I'm not sure whether this is Amazon Connect or VIOP diallers in general, but we get quite a few connection errors. We often need to restart machine and clear caches in order to resolve the issue. It can be a bit annoying. The advice/solutions from Amazon and the internet in general are quite flakey.

Amazon Connect is excellent!

Pros:

So easy to use and convenient for everyday needs.

Cons:

Nothing. I love it and great prices. The ease of use is phenomenal

It has potential

Pros:

It is easy to use and organized. It has lots of nice features.

Cons:

Users experience daily connectivity issues. We spend more time troubleshooting things with them than we want to.

Amazon Connect

Comments: Overall, Amazon Connect is user-friendly software with convenient features for any call center.

Pros:

Amazon Connect was super convenient for teaching many high school and college students the ropes of working in a call center! There is already a lot of overwhelming information we give them so having software as easy to use as this was so helpful!

Cons:

Sometimes, calls would drop, which could be frustrating for us and our clients. Random glitches occasionally were well, but it was a great success for the most part.

Amazing value for money

Pros:

Solution that is extremely cost effective

Cons:

Can't say that I dislike anything about Amazon connect

Amazon Connect

Comments: Overall have been enjoying it. Definitely beats having a clunky desktop landline.

Pros:

Easy to use once you figure out the features. Ability to view queues, track calls and agents. Also allows for historical reporting.

Cons:

Sometimes does not ring on inbound calls.

Amazon Connect App

Comments: I use this app, daily, at my work. I answer phones in an online call center environment & it works wonderfully for both answering & transferring phone calls.

Pros:

This is a fantastic app for use in a call center environment.

Cons:

It occasionally goes down, but usually not for long.

New journey and it seems great

Comments: Good

Pros:

We are new to the tool but it's been great for our business. To be able to take advantage of modern webhooks and the full AWS cloud infrastructure has been great.

Cons:

It's too early in our journey to tell. But so far so good

Exceeds expectation

Pros:

I love how all my calls come through and that my calls don’t drop at all and I hear my clients absolutely well

Cons:

No cons whatsoever. There is nothing to fuss about.

Buena herramienta de comunicación

Comments: Me gusta la herramienta tiene excelente comunicación para llamadas

Pros:

Es una excelente herramienta para generar llamadas a un equipo de atención a clientes

Cons:

Puede ser costoso para equipos pequeños o de inciación

Excelência e praticidade no atendimento

Pros:

A parte que mais me deixou satisfeita no Amazon Connect, é disponibilização de uma plataforma completa para criação e gerenciamento de centrais de atendimento, com recursos avançados de interação com nossos clientes, roteamento de chamadas, análise de dados. O serviço também permite suporte ao cliente de forma escalável, eficiente e personalizada.

Cons:

No momento, estamos satisfeitos com todos os benefícios que nos disponibilizam e agregam ao nosso cotidiano.

Amazon connect la gestion de la communication

Pros:

Les appels automatisé et rapide des clients

Cons:

La perte de la communication avec le client

Avaliação de Amazon Connect

Pros:

A plataforma somente sobre cobra pelos acessos que usar

Cons:

Por enquanto a plataforma me assiste sem falhas.

Amazon Coknect es ideal para negocio pero en Latinoamérica nadie lo usa, por desconocimiento

Comments: Es usado para contactar xon determinados clientes o empresas para hacer compras o cualquier consulta online

Pros:

Es ideal para negocios rápidos y directos.

Cons:

Mas información publicidad y desarrollo de su implementación

Desconocía el software y estoy sorprendida

Pros:

Amazon connect es una herramienta ideal para gestionar tu departamento de atención al cliente sin volverte loco. Además tendrás procesos ya automatizados que te ayudan a conocer el feedback y las respuestas de los clientes.

Cons:

De momento no tengo nada negativo que decir de amazon Connect