Amazon Connect Overview

Amazon Connect is a cloud contact center service that offers low-cost customer service using machine learning and IVR. It provides omnichannel support and efficient call routing.

Use Cases

Customers recommend Sales Call Management, Helpdesk Management, Contact List Management, as the business use cases that they have been most satisfied with while using Amazon Connect.

Other use cases:

  • Engagement Management
  • Communication Management
  • Workflow Management
  • Training & Onboarding
  • Social Media Analytics
  • Contract Management
  • Proposal & Quote Management
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Business Priorities

Enhance Customer Relationships and Launch New Products are the most popular business priorities that customers and associates have achieved using Amazon Connect.

Other priorities:

  • Scale Best Practices
  • Improve Internal Communications
  • Acquire Customers
  • Improve Consistency
  • Grow Market Share
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Amazon Connect Use-Cases and Business Priorities: Customer Satisfaction Data

Amazon Connect works with different mediums / channels such as Phone Calls, Review Sites, and Amazon,

Amazon Connect's features include Voice Transcription, Recording, Bot, etc.


"...Able to go back and find phone calls and do contact search for review and quality control...." Peer review by Tyler S, Customer Success Manager

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.

Popular Business Setting

for Amazon Connect

Top Industries

  • Computer Software
  • Information Technology and Services
  • Insurance

Popular in

  • Mid Market
  • Enterprise
  • Large Enterprise

Amazon Connect is popular in Computer Software, Information Technology And Services, and Insurance and is widely used by Mid Market, Enterprise, and Large Enterprise.

Comprehensive Insights on Amazon Connect Use Cases

What benefits does Amazon Connect offer for Sales Call Management?

Amazon Connect allows users to manage calls, track agents, and search for past calls. It also integrates with other tools like Salesforce, CRM, and WFM, and provides features such as call recording, transcription, and sentiment analysis. However, Amazon Connect does not allow live access to customer audio during a call.
"...Salesforce is offering AWS call transcription and telephony services with Amazon Connect as part of its Service Cloud call center solution...." Google Cloud is now able to store all your secrets - TechRadar India plus 2 more

How does Amazon Connect facilitate Helpdesk Management?

Amazon Connect provides a cloud-based call center solution that offers features like inbound and outbound call flows, chatbot integration, and agent management. It allows for seamless migration from on-premise call centers and integrates with other platforms like Salesforce. Although Amazon Connect supports multiple languages and has a wide range of features, its functionality is limited to the languages and features currently offered. Amazon Connect provides a flexible and scalable solution for managing call center operations and improving customer experiences.
"...Just a few years ago, companies had to spend months, even years, to stage a basic contact center environment with supporting telephony. ..." Perficient s Amazon Connect Team Dora Hodanic

What Are the key features of Amazon Connect for Contact List Management?

What solutions does Amazon Connect provide for Engagement Management?

What Are the key features of Amazon Connect for Communication Management?

17+ more Business Use Cases

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.


What is Amazon Connect | Amazon Connect Demo | AWS Services | Intellipaat

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Frequently Asked Questions(FAQ)

for Amazon Connect

What is Amazon Connect?

Amazon Connect is a Cloud contact center solution enabling customer service across voice and chat. It can be deployed in industries such as Advertising and Marketing, Automotive, Education, Energy and Financial services..

Amazon Connect uses a single UI for both voice and chat for contact routing, queuing, analytics and management, enabling the same automated process for both voice and chat, resulting in increased operational efficiency. Customer interaction history is preserved and retrievable across the different channels enabling better customer experience.

Amazon Connect features include automated outbound calling. High quality call experience is enabled with Amazon Connect’s softphone feature. Amazon Connect is integrated with Amazon Lex which can assist in building natural language chatbot contact flows. Amazon Connect’s chat is available on both web and mobile.

Amazon Connect’s Contact Lens feature enables contact center managers to study insights and get feedback from customer sentiments, trends and conversations.

What is Amazon Connect used for?

Amazon Connect is a Contact Center Software mainly used by its customers to Enhance Customer Relationships and Launch New Products by Sales Call Management, Helpdesk Management and Contact List Management .

What are the top features of Amazon Connect?

Voice transcription, Recording and bot are some of the top features of Amazon Connect.

Who uses Amazon Connect?

Amazon Connect is used by Computer Software, Information Technology And Services and Insurance among other industries.

What are Amazon Connect alternatives?

Dialpad Ai Contact Center, CloudTalk, Metaphor Contact Center and Freshdesk Contact Center are popular alternatives for Amazon Connect.

Where is Amazon Connect located?

Amazon Connect is headquartered at Seattle, Washington.

Peers used Amazon Connect for sales call management and helpdesk management

Amazon Connect Features

  • Low
  • Medium
  • High
AI Powered


Read Reviews (107)
Custom Reports


Read Reviews (93)


Read Reviews (61)
AI Powered


Read Reviews (107)
Custom Reports


Read Reviews (93)


Read Reviews (61)

Software Failure Risk Guidance


for Amazon Connect

Overall Risk Meter

Low Medium High

Top Failure Risks for Amazon Connect

Amazon News

Amazon Partners With Zeta Global Deliver Gen AI Marketing Automation - Forbes

Amazon and Zeta Global announced an advancement in generative AI (Gen AI) that will help scale applications using AWS foundation models in the ... - source

19 Jun 2024

Amazon unveils cookieless ad-targeting solution at Cannes Lions - Marketing Dive

The Amazon Prime app is seen on a mobile phone. Amazon's new ad-targeting solution leverages AI to analyze billions of browsing, purchasing and ... - source

18 Jun 2024

Amazon Profile

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Company Website

Year Founded


HQ Location

Seattle, Washington