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Amazon Connect

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Software Status:Active

About Amazon Connect

Amazon Connect is a cloud contact center service from Amazon that provides customer service solutions using machine learning. It offers omnichannel capabilities, superior performance, and low-cost operations to meet various customer interaction needs. This platform includes features such as call routing, real-time analytics, and integration with other AWS services so businesses can improve their customer engagement. Amazon Connect allows organizations to create connected experiences across different channels and supports AI-human collaboration to improve service delivery. Users can access detailed reports and analytics to refine their strategies. Key capabilities: omnichannel support real-time analytics integration with AWS services AI-driven features customizable workflows Best for: enterprises that need scalable and efficient customer support solutions.

Amazon Connect Details

Vendor
Amazon
Year Launched
2006
Location
410 Terry Ave N, Seattle, WA 98019, US
Deployment
cloud
Training Options
documentation, videos, live online, in person
Countries Served
All countries.
Languages
Arabic, Indonesian, German, English, Spanish, French, Italian, Portuguese, Vietnamese, Turkish, Russian, Thai, Japanese, Korean, Simplified Chinese, Traditional Chinese.
Users
Contact center agents, Customer service representatives, Supervisors and managers in contact centers, IT and development teams, Business executives.
Industries Served
E-commerce, Transportation, Government, Banking and Finance, Consulting and Professional Services, Healthcare, Retail.
Tags
Call Accounting, Call Center, Call Recording, Chatbot, Contact Center, IVR, VoIP, Telephony, Speech Analytics, Predictive Dialer.

Amazon Connect's In-App Market Place

Does Amazon Connect have an in-app market place?

Yes

How many Mini-Apps in the marketplace?

1

Mini Apps

https://aws.amazon.com/marketplace/

Pricing Options

Free trial
Free version
Request a quote
Promo Offer

Accepted Payment Currencies

USD ($), EUR (€), GBP (£), JPY (¥), CAD (C$), AUD (A$), CHF (Fr), CNY (¥), INR (₹), RUB (₽)

Pros & Cons

  • Convenient and Effective: Streamlines customer service and reduces wait times.
  • Strong Customer Support: Generally praised for quick and effective issue resolution.
  • Good for Automated Call Flows/IVR: Well-suited for building automated phone trees and incorporating custom logic.
  • Scalable and Cloud-Based: Leverages AWS infrastructure for scalability and reliability.
  • Occasional Connectivity/Reliability Issues: Some users have reported call drops and connectivity problems.
  • Limited Non-Phone Features: Primarily focused on telephony, with fewer features for non-voice channels (though this is improving).
  • SMS Integration Challenges: Integrating SMS requires using Amazon Pinpoint, which can lead to an awkward user experience due to number limitations.
  • UI Intuitiveness: Some users criticize the user interface for not being intuitive enough for certain tasks.
  • Setup/Configuration Complexity: Setting up advanced features may require technical expertise.

Amazon Connect's Support Options

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