Amazon Connect Overview
This is a summary of the comprehensive capabilities and benefits of Amazon Connect based on over 992 insights from peer reviews, customer testimonials, and expert opinions. We included citations from these sources so you can read the full content at the original source if you wish.
Amazon Connect, Dialpad Ai Contact Center, CloudTalk, Metaphor Contact Center, Freshdesk Contact Center, etc., all belong to a category of solutions that help Contact Center Software. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.
Do you need to check if Amazon Connect is right for your needs? Our Cuspera AI engine can evaluate how Amazon Connect fits your specific business needs, industry, and context. Get your personalized assessment report today.
Amazon Connect supports business activities such as:
- Sales Call Management
- Helpdesk Management
- Contact List Management
- Engagement Management
- Communication Management
Amazon Connect can help you with many business goals, such as Enhance Customer Relationships, Launch New Products, Scale Best Practices, Improve Internal Communications, Acquire Customers, etc. It can help manage these activities if you use Phone Calls Review Sites and Amazon for these needs. As a solution, Amazon Connect's capabilities include Voice Transcription, Recording, Bot, etc.
Amazon Connect was founded in 1994. Computer Software Vertical is its biggest customer base.
Reviews
"...They are looking for a cloud contact center with integration with WFM, call recording, CRM, softphone, outbound campaign......" Peer review by Consultant
Cuspera Reviews
9 buyers and buying teams have used Cuspera to assess how well Amazon Connect solved their Contact Center Software needs. Cuspera uses 992 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Contact Center Software needs.
Business Priorities
Enhance Customer Relationships and Launch New Products are the most popular business priorities peers achieved using Amazon Connect.
Use Cases
Peers recommend Sales Call Management , Helpdesk Management , Contact List Management , as the business use cases that they have been most satisfied while using Amazon Connect.
Read Peer Reviews and Expert Experience for Business Use Cases
| BUSINESS USE CASES | RATINGS | CUSTOMER AND EXPERT EXPERIENCES |
|---|---|---|
| Sales Call Management with Phone Calls, Review Sites and Amazon |
4.83/5 ★ |
"...They are looking for a cloud contact center with integration with WFM, call recording, CRM, softphone, outbound campaign......" Peer review by Consultant |
| call transcription |
4.98/5 ★ |
"...Salesforce is offering AWS call transcription and telephony services with Amazon Connect as part of its Service Cloud call center solution...." Epic Systems, a major medical records vendor, is warning customers it will stop working with Google Cloud - CNBC plus 2 more |
| call recording |
4.19/5 ★ |
"...Call Logging and Recording support: automatically log calls from Amazon Connect and expose call recordings in Salesforce...." Building an Automated AI Experience with Amazon Connect and Salesforce Service Cloud |
| call searching |
4.08/5 ★ |
"...Amazon connect is super easy to use, lets you not only take calls but track agents and easy search for previous calls...." Peer review by Angie N, Partnership |
| meeting management |
4.13/5 ★ |
"...To streamline your business, automate the process of creating appointments, meetings, and scheduling phone calls with an Amazon Lex bot for Amazon Connect...." Amazon Web Services |
| Helpdesk Management with Review Sites, Amazon and Phone Calls |
4.46/5 ★ |
"...I will set up your Amazon Connect call center from scratch and setup 10 agents using inbound and outbound call flows...." Amazon Web Services |
| Contact List Management with Review Sites, Amazon and Phone Calls |
4.87/5 ★ |
"...The self-service graphical interface makes it simple to create contact flows, handle agent usage, and track performance metrics...." Now Amazon Connect is accessible in Asia Pacific (Singapore) and Europe (London) AWS Region |
| creating contact list |
4.77/5 ★ |
"...Amazon Connect Contact Flow Create a new Amazon Connect Contact Flow (not the Outbound Whisper flow) and add the following blocks: ..." Automated Calling with Amazon Connect Outbound Contact API |
| contacts history |
4.04/5 ★ |
"...Having all of a customer s history available, routed to agents intelligently on an as-needed basis, can increase the chances of solving the customer s problem at the first opportunity. ..." Is AI the Next Contact-Center Representative? |
| tracking contacts |
3.98/5 ★ |
"...While Amazon Connect provides tools and APIs for tracking contact center performance (queue depths, hold times, handle times, abandonment rates, etc.), it provides no mechanisms for monitoring call quality or diagnosing real-time communications issues that can impair customer satisfaction and impact business results--as callstats.io engineers confirmed during our recent Amazon Connect hackathon. ..." Complement Amazon Connect Metrics with Call Quality Insights From callstats.io |
| PEER EXPERIENCES | |
|---|---|
| Sales Call Management with Phone Calls, Review Sites and Amazon |
4.83/5 ★ |
"...They are looking for a cloud contact center with integration with WFM, call recording, CRM, softphone, outbound campaign......" Peer review by Consultant |
|
| call transcription |
4.83/5 ★ |
| call recording |
4.83/5 ★ |
| call searching |
4.83/5 ★ |
| meeting management |
4.83/5 ★ |
| Helpdesk Management with Review Sites, Amazon and Phone Calls |
4.46/5 ★ |
"...I will set up your Amazon Connect call center from scratch and setup 10 agents using inbound and outbound call flows...." Amazon Web Services |
|
| Contact List Management with Review Sites, Amazon and Phone Calls |
4.87/5 ★ |
"...The self-service graphical interface makes it simple to create contact flows, handle agent usage, and track performance metrics...." Now Amazon Connect is accessible in Asia Pacific (Singapore) and Europe (London) AWS Region |
|
| creating contact list |
4.87/5 ★ |
| contacts history |
4.87/5 ★ |
| tracking contacts |
4.87/5 ★ |
17+ more Business Use Cases
Our AI advisor, Wyz, harnessed 992 insights from peers and experts to help you assess how these Amazon Connect use cases fit your Contact Center Software needs.
Frequently Asked Questions(FAQ)
for Amazon Connect
What is Amazon Connect?
What is Amazon Connect used for?
What are the top features of Amazon Connect?
Who uses Amazon Connect?
What are Amazon Connect alternatives?
Where is Amazon Connect located?
Popular Business Setting
for Amazon Connect
Top Industries
- Computer Software
- Information Technology and Services
- Insurance
Popular in
- Mid Market
- Enterprise
- Large Enterprise
Peers used Amazon Connect to Enhance customer relationships and Launch new products
Amazon Connect Alternatives
Peer and Expert Opinion on Features
for Amazon Connect
- Low
- Medium
- High
| FEATURES | RATINGS AND REVIEWS |
|---|---|
| Voice transcription | Read Reviews (76) |
| Recording | Read Reviews (29) |
| bot | Read Reviews (16) |
| Dashboard | Read Reviews (15) |
| Personalization | Read Reviews (10) |
| FEATURES | RATINGS AND REVIEWS |
|---|---|
| Voice transcription | Read Reviews (76) |
| Recording | Read Reviews (29) |
| bot | Read Reviews (16) |
| Dashboard | Read Reviews (15) |
| Personalization | Read Reviews (10) |
IT and Other Capabilities
for Amazon Connect
- Low
- Medium
- High
| CAPABILITIES (DATA) | RATINGS AND REVIEWS |
|---|---|
| Data Export | Read Reviews (45) |
| Data Import | Read Reviews (61) |
| CAPABILITIES (DATA) | RATINGS AND REVIEWS |
|---|---|
| Data Export | Read Reviews (45) |
| Data Import | Read Reviews (61) |
| CAPABILITIES (SUPPORT) | RATINGS AND REVIEWS |
|---|---|
| Phone Support | Read Reviews (60) |
| 24/7 Support | Read Reviews (104) |
| Chat Support | Read Reviews (6) |
| Email Support | Read Reviews (5) |
| CAPABILITIES (SUPPORT) | RATINGS AND REVIEWS |
|---|---|
| Phone Support | Read Reviews (60) |
| 24/7 Support | Read Reviews (104) |
| Chat Support | Read Reviews (6) |
| Email Support | Read Reviews (5) |
| CAPABILITIES (OTHER) | RATINGS AND REVIEWS |
|---|---|
| AI Powered | Read Reviews (107) |
| Custom Reports | Read Reviews (93) |
| Analytics | Read Reviews (61) |
| CAPABILITIES (OTHER) | RATINGS AND REVIEWS |
|---|---|
| AI Powered | Read Reviews (107) |
| Custom Reports | Read Reviews (93) |
| Analytics | Read Reviews (61) |
Software Failure Risk Guidance
?for Amazon Connect
Overall Risk Meter
Top Failure Risks for Amazon Connect
Vendor Profile Details
HQ Location
Seattle, Washington
Employees
10001+
Social
Financials
IPO
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