Amazon Connect Reviews

Name: Amazon Connect
Brand: Amazon Web Services (AWS)
Rating: 4.2 (23 reviews)

4.2 out of 5

23 reviews
100% willing to recommend

What is Amazon Connect?

Amazon Connect is a cloud-based contact center solution known for easy setup, flexible contact flow design, and integration with AWS services. It features a pay-as-you-go pricing model, offering real-time analytics, scalability, and support for both chat and voice interactions.

Get the Amazon Connect Buyer's Guide and find out what your peers are saying about Amazon Connect, Genesys Cloud CX, NICE CXone and more!

Amazon Connect is the #1 ranked solution in top Contact Center Platforms and top Contact Center as a Service (CCaaS) solutions. PeerSpot users give Amazon Connect an average rating of 8.4 out of 10. Amazon Connect is most commonly compared to Genesys Cloud CX: Amazon Connect vs Genesys Cloud CX. Amazon Connect is popular among the large enterprise segment, accounting for 62% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 16% of all views.

Helped 865,295 peers since 2012

Featured Amazon Connect reviews

Rajni Kumar Jha

Senior Software Engineer at JPMorgan Chase & Co.

My recommendation depends on your exact requirements. It involves the following aspects: * What's the size of your operation? * What specific purposes do you have in mind? * Could you elaborate on how you intend to use it? For example, if I have a call center with 30 people, and I primarily want to use it for call center operations. I wouldn't recommend Avaya or Cisco. I'd suggest considering either Amazon Connect or Salesforce Service Cloud (voice services). For Amazon Connect, I'd rate it a seven out of ten. There are a few features they still need to improve, particularly with Customer Profiles and case management. If these features become as robust as Salesforce, then Amazon Connect could be a complete contact center solution without the need to integrate third-party CRM tools like Salesforce.

Read full review

ABHAY MISRA

Senior Principal Consultant at Moksa Technologies Pvt. Ltd.

The most helpful feature of Amazon Connect is Lex Bot, which is an inbuilt AI chatbot. It is very easy to develop a chatbot and the voice bot solution on Amazon Connect. The Lex Bot has helped us improve automated customer response and overall services that we're providing. There are certain good features about Amazon Connect which are related to artificial intelligence. One is the Lex, and the other one is Amazon Q, which provides the agent assist feature. When a call or chat is coming, on a real-time basis, it analyzes and gives suggestions to the agent from the knowledge base about possible solutions or answers to the customer's query. Amazon Q is very good at providing suggestions on the agent side, which makes agents' work very easy and efficient.

Read full review

Praveen Minumula

CEO and Founder at Arystech

If you compare it to pre-packaged contact center solutions from companies like Genesys or Avaya, those have a more robust UI out of the box. With Amazon Connect, it's an open platform. You can integrate it with whatever you want. So, the features might seem limited initially, but the capabilities are vast due to the open platform, APIs, etc. For a company with technical resources, it's a great tool. But for someone who wants a pre-packaged solution where everything is ready to use with some customization, it's a little more challenging. Getting information about the system might require multiple steps for agent supervisors.

Read full review

Amazon Connect mindshare

Product category:

As of August 2025, the mindshare of Amazon Connect in the Contact Center Platforms category stands at 24.0%, down from 26.1% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Contact Center Platforms

PeerResearch reports based on Amazon Connect reviews

Type	Title	Date
Category	Contact Center Platforms	Aug 20, 2025	Download
Product	Reviews, tips, and advice from real users	Aug 20, 2025	Download
Comparison	Amazon Connect vs Five9	Aug 20, 2025	Download
Comparison	Amazon Connect vs Genesys Cloud CX	Aug 20, 2025	Download
Comparison	Amazon Connect vs TalkDesk	Aug 20, 2025	Download

Title	Rating	Mindshare	Recommending
Genesys Cloud CX	4.4	19.1%	100%	12 interviews Add to research
NICE CXone	4.1	N/A	96%	14 interviews Add to research

Valuable Features

Amazon Connect's most valuable features include easy integration with AWS services, a pay-as-you-go model reducing costs, and a user-friendly interface. Its drag-and-drop design aids setup, and enhancements with AI-driven analytics improve customer interaction. The tool supports omnichannel communication, and Lex Bots streamline automation. With robust scalability, deep customization options, and simplicity, users can quickly establish contact centers and manage interfaces effectively.

"The feature I find best about Amazon Connect, which is currently on trend, is the artificial intelligence; it helps us maintain continuity with the client—for instance, if a client calls for a ticket and calls again after three days, we can keep the same ticket or request to provide follow-up with the same agent or person."
"Amazon Connect enhances customer experience by reducing operating costs due to its cloud-based pay-as-you-go model."
"The Connect Lens feature most improves contact center efficiency by providing insights into customer journeys, behavior, and sentiment scores, allowing for areas of improvement to be identified and addressed."

Room for Improvement

Amazon Connect faces challenges with its cost structure, especially for fluctuating call volumes and small data scenarios. Workforce Management and reporting features need enhancement. Integration with other systems can be complex. Limited native channel support requires reliance on third-party tools. There are concerns about complex configuration processes and the need for more intuitive UI features. Security, scalability, and regional telephony support also require attention to better serve global businesses.

"I consider that there are other applications that could accomplish the same tasks in an easier way, but the cost of the product is somewhat expensive."
"Amazon Connect could benefit from having flow blocks that do that naturally without having another company behind it supporting it."
"Amazon Connect should have a solution for customers who have heavily invested in previous CCaaS solutions; a proper roadmap could make it easier for customers to migrate over the platform."

ROI

Organizations find Amazon Connect worth the investment, especially for teams distributed globally or using hybrid models. Its ease of use and potential savings compared to traditional call centers allow for significant cost reductions. Users appreciate the flexibility to log in from anywhere and connect with customers. The billing may align with or be lower than traditional setups. Overall, customers express satisfaction, making it a financially viable choice.

Pricing

Amazon Connect offers a pay-as-you-go model, making it a flexible and affordable option for enterprises. Users report cost efficiency, especially when compared to on-premise solutions. While its pricing is attractive, actual costs can vary based on usage and integrations, impacting complex call centers differently. No upfront costs are involved, and scalability is simplified. Despite potential complexity in billing due to extensive service use, many find Amazon Connect cost-effective compared to other cloud providers.

"The solution is neither very expensive nor very cheap."
"The tool's licensing model is pay-as-you-go."
"I would rate the pricing a nine out of ten, with ten being the most affordable."

Popular Use Cases

Amazon Connect is primarily used as a cloud-based contact center for establishing connections between companies and customers. It integrates with CRM platforms like Salesforce, automates routine queries with AI-driven bots, and facilitates call routing. Organizations utilize it for IVR, migrating legacy contact centers to the cloud, and integrating with AWS services such as Lambda for extended functionalities like chat interactions and NLP implementations.

Service and Support

Amazon Connect customer service and support is generally rated as good, with quick responses and effective issue resolution reported by many users. They value the team's ability to diagnose problems and offer guidance. Some users note support can vary based on the case and the specific AWS service involved. Having an account executive or a business support plan improves response times, with Premium Support offering reliable and prompt assistance, often within hours.

Deployment

Users found Amazon Connect's initial setup easy and quick, often completed in days. Deployment typically involves collaboration with network teams and AWS experts. Though primarily UI-based, manual configuration is needed for instances and settings. Beginners can easily understand the setup. For tasks like large-scale migrations or complex integrations, expertise beyond Amazon Connect is required. Documentation aids in the process, and frequent updates enhance features, facilitating a smooth deployment.

Scalability

Amazon Connect exhibits strong scalability across various organizations. Users can easily scale up or down, accommodating multiple agents and handling significant call volumes seamlessly. Although initial scalability may lead to higher costs, it becomes cost-effective with increased data transfer. Its global reach supports contact centers with thousands of users, ensuring efficient resource management and seamless integration. Scalability ratings typically range from eight to nine out of ten, indicating high satisfaction among users.

Stability

Amazon Connect is highly stable, with users frequently rating its stability between eight and ten out of ten. It maintains 99.99% uptime and handles high loads without disruption. Issues are rare and often stem from network or infrastructure problems. Frequent feature updates enhance its maturity. When outages occur, they are brief and promptly resolved. Its global resiliency feature ensures high availability across multiple regions, making it a reliable choice for organizations requiring a critical contact center.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our Amazon Connect Buyer's Guide for additional reliable information.

Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Computer Software Company

16%

Financial Services Firm

10%

Manufacturing Company

Insurance Company

Government

Educational Organization

Healthcare Company

Real Estate/Law Firm

Comms Service Provider

Outsourcing Company

University

Retailer

Recreational Facilities/Services Company

Energy/Utilities Company

Media Company

Performing Arts

Transportation Company

Non Profit

Hospitality Company

Pharma/Biotech Company

Consumer Goods Company

Wholesaler/Distributor

Legal Firm

Construction Company

Aerospace/Defense Firm

Marketing Services Firm

Compare Amazon Connect with alternative products

Learn more about Amazon Connect

Amazon Connect facilitates seamless communication by integrating with CRM platforms like Salesforce and ServiceNow. It supports functionalities such as softphones, IVR systems, and AI-driven capabilities like sentiment analysis. Companies transitioning from traditional systems benefit from flexible call routing, customer interaction management, and AWS service integration. However, there are challenges like complex integration processes, limited outbound features, and a need for improved call quality and reporting customization.

What are the most important features of Amazon Connect?

Flexible Contact Flow: Easy drag-and-drop design for contact flows.
Integration: Seamless AWS and CRM platform integration.
Scalability: Efficient cloud-based scalability options.
Real-time Analytics: Offers insightful data analysis and metrics.
Voicemail Integration: Effective and efficient voicemail solutions.

What benefits should users look for in Amazon Connect reviews?

Pricing Flexibility: No upfront costs with pay-as-you-go model.
Enhanced Efficiency: Supports diverse communication methods.
Seamless Operations: Simplified operations through drag-and-drop actions.
Improved Interaction Management: AI-driven features for sentiment analysis.

Amazon Connect sees implementation across industries needing efficient cloud-based contact center management. Financial services, healthcare, and retail sectors utilize its integration capabilities with CRM systems and AWS for streamlined communication processes, capitalizing on AI and analytics features to enhance customer interactions.

Amazon Connect was previously known as AWS Connect.

Amazon Connect customers

Capital One, Intuit, Adobe, Siemens, LegalZoom, DXC technology, Rackspace, Bellhop, American Preparatory Academy, The University of Texas at Dallas, University of Auckland, Origin Energy, and others.