Amazon Connect Reviews

Amazon Connect is a totally cloud-based contact center technology. 

Amazon Connect is similar, but it's a totally cloud-based contact center solution like Cisco, Avaya, or Genesys.

I primarily use it for high-level contact center services like DynamoDB, Kinesis, Lambda functions, and Amazon Connect. But Amazon Connect continuously introduces new features. In 2023 alone, they released over 200 new features for Connect.

There's no maintenance cost. It's totally managed by Amazon. We only have to pay for the services we actually use. 

Also, scalability and reliability are the best features of this tool. 

It's a reliable and scalable tool. No maintenance and pay-as-you-go are the most important features.

Moreover, it is easy for a beginner to learn to use Amazon Connect for the first time.

With proper training, an agent can learn the basics in one or two days, maximum one week.

Earlier, we had to integrate Salesforce with Amazon Connect for any contact center to support customer case details and other information. We needed to integrate Salesforce as the CRM tool.

But Amazon recently released a new feature called 'Customer Profiles.' It's intended to be similar to Salesforce. However, feature-wise, it isn't equivalent to Salesforce yet. Amazon is continuously improving Customer Profiles and similar features.

I have been using it for six to seven years now. 

It's very stable and reliable. In the last eight or ten years, there were only two or three breakdowns. One lasted for four or five minutes and another for ten to fifteen minutes.

It has been a very reliable solution for us. 

It is a scalable product. We have multiple contact centers across the company. Globally, we support Europe, the UK, the US, and Asia-Pacific regions like Singapore, Malaysia, the Philippines, Australia, and India. 

So, the number of agents we have using Amazon Connect is more than 5,000. We're an enterprise customer of Amazon.

The quality of customer service and support depends on the specific case. 

We also have Genesys. 

The initial installation and setup were easy. 

You need to set up your infrastructure first - your network connections, security, etc. If you're using an internal network, consider an EDI VPN. Otherwise, you can create an Amazon Connect instance and start using it directly.

It will be worth the investment. I'd recommend it, especially if your employees are located globally or use a hybrid work model. It's very easy to use. Agents can log in and connect with customers from anywhere.

It provides a good overall experience.

There are costs involved, like $0.18 per minute for incoming calls.

The licensing is a pay-as-you-go model. 

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.

I use Amazon Connect to integrate with Lambda to export chat interactions between customers and agents. We use Lambda to code in Java and Python. In the banking industry, customers can inquire about their current balance through an integration via chat.

Customers can opt for a call with an agent for more detailed inquiries. Amazon Connect also supports third-party communications such as telecom and WhatsApp, integrating seamlessly with tools like the Salesforce database.

The solution is easy to use and has no downtime. 99.9 percent of customers are happy with AWS cloud services. It is also easy to learn, but you need to practice daily. 

The tool needs to improve its bandwidth. When multiple users use Lambda functions, there can be timeouts from the Lambda function due to coding constraints. If it times out, the Lambda function fails and switches to an alternative branch. Improving bandwidth could address this issue.

I have been using the product for five years. 

The solution is stable. 

We have four developers working on projects like banking in the USA. There are around 10,000 customers and roughly 1000-2000 agents using Amazon Connect to handle calls. It is scalable. 

I am happy with Amazon's support. 

The solution's deployment is easy. 

The tool's licensing model is pay-as-you-go. 

I have integrated the tool with ServiceNow, Salesforce, and Zendesk. 

I would rate Amazon Connect as nine out of ten. It's really good and stable within our company's structure. We can provide excellent customer and agent support and effectively interact with them.

Initially, there are multiple scenarios. To start, when the product was launched, we had an on-premise office and PBX system. Sometimes, we would have outages with AT&T. 

We wanted to use Amazon Connect as a backup for when our systems are down. If we receive calls, they're routed to Amazon Connect, and we can accept messages while our systems are offline. So we built it as a kind of backup system for our internal telephony.

There are a lot of features with Amazon Connect. One is the pay-as-you-go model. I don't have to buy any infrastructure or servers, licenses, or contracts. From a financial point of view, there's no upfront capital expenditure (capex) cost. Everything is pay-as-you-go.

And then, in terms of features, the speed of setup is impressive. If someone goes through the basic documentation and tutorials on YouTube or the Amazon website, they could have a basic system running in two hours. So, the learning curve is very low to get this product up and running.

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.

We first started using the product in 2019.

This application is deployed across multiple Availability Zones, and an Availability Zone is a group of data centers. So, the likelihood of it going down completely is low. 

I've been using it for five years, and we've had two outages – not necessarily specific to the contact center itself, but related service outages. 

After that, Amazon implemented a global resiliency feature. If you're an organization that needs a critical contact center without any possible downtime, you can set up your contact center across two regions for very high availability. 

Compared to other services I've seen, where customers have issues and feature updates take a long time, Amazon Connect is a much superior product in terms of stability.

Scalability is great. For example, one customer had bought a few licenses to share between 10 and 15 users. They did this to save money, as they were working in shifts.

The problem was that they couldn't get good metrics or analytics. It was hard to see who was missing calls or how many calls each user made. Lots of manual effort was needed to reconcile the data. 

With Amazon Connect, everyone has a named user, so they get those metrics without additional cost. 

Also, if a company has seasonal work – like running campaigns or those TV infomercials where they give a number – you can easily add staff during holidays. 

Take those calls, and then scale back down after the campaign ends. Nothing technical is needed on your end; Amazon Connect handles the extra call volume and then scales back down.

Our internal use is small, about ten users. But we deploy it for customers, too. One customer has about 100 agents using it. We deployed it for another with 50 agents and have one more project with about 20 agents. 

The point is that it scales easily from a few users up to thousands. You let Amazon know your expected scale, and you don't have to worry about licensing for huge user counts. And you don't pay per user, only per usage.

I have connected with customer service and support multiple times for two reasons. 

• One, sometimes the documentation explains that you can do something in multiple ways within Amazon Connect. I might contact support to see if there's a better or preferred way since they built the product.  And they support well.

• Other times, if a feature isn't available, I'll reach out, and they will add it to their product feature list for future releases. That way, you're giving feedback directly to Amazon saying, "Hey, this feature isn't available."

Normally, when you call a contact center, you have an automated message like "Thank you for calling. Please press one for English, two for Spanish, o presione dos para Español".

You can set the voice for this message with different options – male or female voice, different tones. You can create flows with variations. But if I set up a voice configured for English to pronounce a Spanish message, it still has an English tone mixed in. There's no way to combine a strictly Spanish tone with an English tone for a single message. 

Amazon offered an alternative of recording and playing a message, which works, but it's not ideal. They don't have that feature built-in. Does it work? Yes. 

But for a very picky customer, the Spanish sounds like a native English speaker, not a true Spanish speaker. Amazon said I could record, download both voices, combine them, and upload the result as a workaround. They also acknowledged that this is a common scenario and they'll consider adding it as a future feature in Connect.

With Amazon, it's recommended to have Business Support, especially if you're running production workloads.

The basic support plan offers chat and email support, which has an SLA [Service Level Agreement] of 24 hours. But with Business Support, which is either $100 per month or 10% of your monthly bill, you can talk to someone on the phone, chat, or email. 

If you use chat, it takes a few minutes to get an agent. They'll try to find someone with the right skills and get you answers immediately. For complex issues, they'll reach out to the internal team and get back to you. It's much faster than traditional contact centers, where you might be on hold for a long time and get passed through multiple tiers of support.

We were already AWS [Amazon Web Services] users and an AWS partner. Cloud is the future, and cloud-based contact centers offer much more flexibility than traditional systems. 

We used to have our on-premise PBX [Private Branch Exchange] system. Setting it up, including services, licenses, configuration, and VPN or MPLS [Multiprotocol Label Switching] setup between offices, cost us something like $70,000 - $80,000.

There was a lot of effort involved, but a cloud-based solution just makes more sense.

If you just take the out-of-the-box setup and do it, it's easy. Also, when we started deploying this internally for our customers three or four years ago, some features weren't available. 

We had to build custom integrations and applications to enhance the capabilities. But over the last four years, Amazon has launched many new features that are available out of the box. This helps customers adopt these features more easily. 

There's still a lot more you can do, but the out-of-the-box capabilities are easy to set up and use if you want to use them as they are.

We were supporting a customer, and they asked for our help. Even though we're implementing a large contact center with about a hundred users, it took the team and me only a few days – less than a week – to learn the basic fundamentals. 

We were able to set it up within a week. Amazon releases new features frequently, every week or two, so you need to keep up if you want to use those advancements. But that's true with any technology – you have to stay current to avoid becoming obsolete.

There's no one-size-fits-all answer. The first question is, what are you trying to do? What are your current pain points? Are you trying to solve a specific problem, or are you looking to upgrade an existing system? 

We can assess your needs and see how Amazon Connect might address them. Think of it as going to a doctor – you wouldn't just say, "Prescribe me something."

If you're looking to set up a BPO [Business Process Outsourcing] offering or provide call center services to customers or your internal team, this could be a great product. You can get started quickly, make changes easily, and adapt to new features or business changes as needed.

Businesses are always evolving, and your technology needs to support that rapid change.

Overall, I would rate Amazon Connect an eight out of ten. There's a bit of history here – Amazon needed a product to support their own business operations. They wanted to "drink their own Kool-Aid," as they say. They explored other market options, but nothing met their needs. So, they started building a solution from the ground up, completely cloud-based. 

Traditional systems from Avaya, Cisco, or Genesys took their on-premise systems and moved them to the cloud. Amazon built theirs on the cloud from the start, giving them much more robustness and flexibility. But starting from scratch means adding features takes time compared to a product with 25 years of development. 

On the other hand, Amazon Connect is an open platform, so you can add features yourself if you have the programming skills to integrate with other systems. If you want to use it out-of-the-box, it didn't have the same feature set as competitors a few years ago – but they've added a lot since then. So, it's a work in progress.

I am a managed services engineer for Amazon Connect. I handle deployment, configuration, and making changes, adding, or removing parts of the services for contact centers. We use it internally, however, as a reseller, the service provider I work for has multiple clients who use Amazon Connect for their contact center solution.

Amazon Connect has been really beneficial for scaling resources as needed. It allows organizations to only pay when they use it, which is also advantageous for us as a reseller. This scalability has been useful especially during varied demands, for instance, during COVID times. 

It can also handle a reduced number of users when not needed, which is very handy and cost-effective. Additionally, it has been really helpful for login behaviors and call recording. 

We use CloudWatch for troubleshooting, and we have a set template in our CloudFormation stack, which allows us to quickly build call flows for clients based on their options.

The features I found most valuable include CloudFormation, which helps use multiple stacks to deploy the services and features we want, and CloudWatch, which is useful for troubleshooting and monitoring various aspects of the contact center solution. 

Another feature that significantly enhanced contact centers is the ability to handle both chats and voice contacts, which helps in routing to respective channels.

There has been a feature request to track call recordings for transferred calls from internal agents to external numbers. I also would like to see a cold transfer capability instead of only offering a warm transfer.

I have been working with this solution for about two and a half to three years.

I found Amazon Connect to be the most stable among cloud technologies. I would rate it ten because there has only been one issue with SAML authentication, which was related to our use of a single region without redundancy. Since then, we have implemented cross-region operations.

I would rate the scalability as nine out of ten since we have to consider other dependencies, such as MS Teams integration, EC2 usage, and certificate updates in the Amazon Connect panel along with the scalability.

AWS Premium Support has been very helpful. For urgent issues, they have been willing to get on phone calls or Chime meetings to assist. Their response to non-urgent issues is also prompt, usually providing resolutions within a few hours. 

All the support engineers have been polite, patient, and provided time to explain problems before offering solutions.

Positive

I have worked with traditional PBX and two other cloud environment phone solutions before using Amazon Connect. I find Amazon Connect terrific.

The initial setup was quite easy, rating it a ten. There is good documentation and handy tools available. We also received assistance from our DevOps and solutions team, which further facilitated a smooth deployment.

Our presale team and service delivery team work through the scope and requirements with customers. We involve our DevOps team and my managed services team to propose different features and solutions. Once finalized, we proceed with configuration and deployment, followed by UAT and customer training, before going live.

The pricing is rated ten due to its scalability and cost-effectiveness based on the level of usage. Several services are available to choose from, charging only when Lambda functions are triggered. The first question is scalability, and the cost-effectiveness is significant.

Having dealt with traditional PBX and alternative cloud phone solutions, I find Amazon Connect to be excellent. Its documentation for training, certification, and procedural guidance is extensive, making it a standout choice.

I'd rate the solution ten out of ten.

I've used Amazon Connect for various purposes. It's usually a combination of Amazon Connect, Lex, and other AWS services. 

Primarily, we use it for call center operations – both inbound and outbound. Amazon Connect's recently released outbound features are great for our marketing and dealer teams. 

For inbound, we use Amazon Lex for conversational voicebots and Amazon Connect for call routing. I've implemented these solutions for fleet management, a banking POC, and customers in areas like capital management, holiday management, and ticketing.

What I like most is how well it integrates with other AWS services, the ease of implementation, and the robust partner network that supports it. This has helped Amazon Connect gain over 3000+ customers in just six or seven years.

It's fairly easy for an agent with no prior experience to learn. A short training session is usually sufficient. Here, I'm assuming that the agents, while not tech-savvy, can follow instructions. If someone has experience taking calls for several years, the transition will be smooth.

Some adjustments are needed as most of Amazon Connect functions via a computer interface. Additionally, there's the option to route calls to traditional phones, but that's less common. Agents will need to understand how to navigate the interface, what the different icons represent, how to use the call controls, and how to work with any integrated systems.

So, a 15-30 minute training session should be enough to get agents up and running on the basics of Amazon Connect itself. If there are complex integrations with CRMs or other additional tasks required of the agent, then, the training would need to be more extensive.

There are quite a few areas, even though the platform is new and user-friendly. Here's what could be improved:

• Agent Desktop: Amazon Connect should enhance its native agent desktop. Intuitive UI should be present for the agent desktop. Currently, it forces users to rely on third-party CRM integrations. Predominantly, there is no support for full-fledged customization for the native agent desktop. More customization options for the native desktop would be beneficial.
• Channel Support:

  The platform was designed primarily for voice and chat. It relies heavily on third-party integrations (not native to AWS) like Lambda or Kinesis for additional functionality. The user ends up using multiple AWS resources, which end up adding costs and a lot of tech that needs to be known for basic usage as well.

  And there is no multiple-channel support. When I say the channels, it's only voice and chat, but no WhatsApp or other native channels, like Facebook or Twitter; it needs another integration to integrate with Amazon Connect. Native support for channels like WhatsApp or Facebook would streamline things.

• AI Features: The built-in AI language models are somewhat limited. While some languages are supported, highly customized prompts or AI versions aren't available without extensive feature requests and wait times.
• Outbound Campaigns: Outbound campaign features are still basic. More integrations for data sources, lead management, segmentation, and support across different regions would address regulatory needs and improve functionality.
• Reporting & Conversations: Amazon Connect has recently added conversation analysis and Contact Lens support. However, historically, third-party tools have provided more insights, especially when looking for quick insights or any sort of customization. The native solution doesn't give any predefined templates or reusable pieces, which can actually have a lot of customization potential for reporting. They give very basic stuff with no way to plot or integrate reporting with external data. Ultimately, these things have to be developed separately.
• Global Architecture:  There is no global support. One instance usually doesn't talk with another instance; it has to be integrated and use a PSTN pull. There could be a global customer, but an Amazon Connect solution would force everything into one instance, maybe in US East, or maybe in Europe. If you wanted a multi-tenant setup, with calls routed from different locations and agents placed globally, that kind of support is something they don't have yet. Given the capabilities of AWS networking, they should build this out.  Native support for multi-tenant global architectures would be helpful for businesses operating across locations.
• SIP Support: The lack of native SIP (Session Initiation Protocol) integration is a major drawback. It forces users to purchase or port numbers to Amazon.  Native SIP integration is missing, though there are some beta workarounds. However, it's been years without official support. That's a major drawback, as a lot of use cases are dependent on SIP.  
• Generative AI: Amazon Connect's reliance on Amazon Q and Amazon Bedrock for knowledge bases limits options.  Any knowledge base that customers want to use has to be integrated through Amazon Q or Amazon Bedrocka. There's no support for OpenAI or other external language models (LMs). If a customer wants to use their own LMs, they have to bring them to Amazon's native LM space first. 

These are some of the key areas where I see room for improvement in Amazon Connect.

I've been using Amazon Connect for about six and a half years, almost since its launch. I've been exploring its features and implementing it across different geographies. 

I have contacted customer service and support for deployment and support activities. 

In my experience, getting timely responses can be a challenge unless you have an account executive to help. That's because Amazon Connect support is handled by the same team as their other services, and they don't always have dedicated Connect specialists. 

An account executive can help you get dedicated assistance, which generally leads to faster responses. 

However, response times can still vary. Some issues have taken up to a month or two to resolve.

For a small, straightforward Amazon Connect contact center, setup is easy. However, if you need extensive back-end integrations – like external authentication, pulling data from third-party sources, complex data presentation, or integrating with other systems – the process becomes more complex.

In these cases, you'll need expertise beyond just Amazon Connect engineers. You'll likely require developers familiar with Lambda, other AWS services, and potentially additional programming and scripting languages. So, while a basic setup can be done quickly (even within a day), more complex integrations with Amazon Connect will certainly take longer.

The good news is that it's self-service. You can log in, create an account, and start working right away. You'll find icons in your Amazon settings to get started.

In my previous experience deploying Amazon Connect, we typically had a team of three or four engineers depending on the project. These engineers had expertise in cloud technologies, coding, telephony, and Amazon Connect specifically.

If you have a skilled engineer with comprehensive knowledge, one or two people can manage even a thousand-seat call center. The team size depends on factors like use cases, the complexity of integrations, and whether the deployment is global. Support needs generally require fewer people.

It is worth the money. Compared to a traditional on-premise call center, which can be costly and resource-intensive, Amazon Connect can offer significant savings. This is especially true if your use cases are straightforward, call volume is manageable, and you have an existing CRM to integrate.

Sometimes, the total Amazon Connect bill could be on par with, or even less than, what you'd pay just for SIP trunks or PSTN lines in a long-term on-premise setup. So, in many situations, moving from on-premise to cloud-based solutions like Amazon Connect can absolutely provide a good ROI.

Amazon Connect has a pay-as-you-go model. But I have a slightly different perspective on it.

When an on-premise setup migrates to Amazon Connect, it's possible for a 2,000-seat call center to have a lower Amazon Connect bill than a 300-seat one. Why? It's not just about the pay-as-you-go model.

Call volume matters, especially outside the US. But most importantly, implementation is crucial. A 300-seat center with heavy integrations across various AWS services, third-party tools, and potentially misconfigured free features can rack up unexpected costs due to a lack of transparency. Bills can be complex to analyze.

On the other hand, a 2,000-seat center with simple use cases (like backend authentication, language selection, and direct agent routing) and a separately purchased CRM integration through the marketplace might have a much lower bill.

Ultimately, it depends heavily on how you plan and which features are essential. Extensive use of Lambdas, customer profiles, and other services will increase the cost.

At a high level, the pay-as-you-go model is attractive— no agent licenses and scalability is simple. But actual costs are tied to your specific use cases. The more integrations you have, the higher the potential Amazon bill. The various services used, not just those within the 'Connect' category, factor into the cost. Even things like exceeding queue limits add up.

My advice is to thoroughly calculate the cost before introducing any feature. If cost is a major concern, consider alternatives.

When Amazon Connect was initially released, it was quite limited. Now, it's grown with better features and documentation. For me, setting up a basic system is straightforward. For instance, I configured a small 15-seat call center in just 20 minutes. Naturally, complexity increases along with features and requirements.

My suggestion for anyone considering Amazon Connect is to start with a strong understanding of basic telephony and contact center terminology. This will make it much easier to grasp the concepts. 

Amazon provides a lot of documentation. I recommend reviewing that thoroughly before diving into the system itself. Understanding the 'why' behind Amazon Connect will make the hands-on experience much smoother.

Overall, I would rate the solution a seven out of ten. In my experience, there's still a lot of room for development and expansion to support even more use cases.

We use the solution for call routing and internet calls in the call center.

Setting up a call center and onboarding agents is easy using Amazon Connect.

We have faced many challenges with the solution's call quality that could be improved. Sometimes, some features like monitoring are greyed out, and we can't access them. Sometimes, the CCP keypad in Amazon Connect does not work.

I have been using Amazon Connect for two and a half years.

Amazon Connect is a stable solution.

Amazon Connect is a scalable solution. Nearly 300 agents and eight developers used Amazon Connect in my previous company.

The solution’s initial setup is easy.

The solution is neither very expensive nor very cheap. Amazon Connect is worth the money.

I would recommend the solution to other users. All companies on the AWS cloud use Amazon Connect, and some companies are migrating from other products to Amazon Connect.

We can integrate Amazon Connect with other AWS services. It is easy for new users to learn to use Amazon Connect for the first time. Amazon Connect is easy to use and learn and provides good reporting.

Overall, I rate the solution a six out of ten.

Connect is basically an AWS service. So, we have used it within the InsightDesk Cloud itself, along with integration with other CRM platforms like Salesforce, ServiceNow, and maybe the Genesys Cloud as well because it is possible.  

Some companies keep their agents in Amazon Connect, while others may use Genesys or other vendors.

So, the main use case of Amazon Connect is there are agents in the contact centers. Previously, they used to have very big VoIP phones to attend the customer calls. 

Now, for every call, they had to answer the user queries, even though some of the queries were not relevant. Some of the queries were common. 

When Amazon Connect launched its service, it introduced the softphone feature right on the agent's screen. So, you don't need to keep any big VoIP phone. You don't need to invest in the hardware costing and all. 

Along with that, there's the bot option also. You can set it for both your Amazon Prime. They will automate like bots will answer the basic and repetitive queries of the customer. 

If the customer wants to talk to a human agent, then the call will be transferred to the agent. Along with that, you can customize your contact centers, as this particular sales call should go to the particular agent itself, a particular team itself; this support call should go to a particular support team as well. 

Agents, customers should wait only this much time in the queue if the agents are on another call, along with some AI and ML-related customizations, like a supervisor can monitor the performance of the agent, whether they are performing well or they are performing moderately. 

The sentiment analysis you can do. Customized agent dashboard is possible, and a customized supervisor dashboard is also possible. So, there are multiple features Amazon Connect provide. Yeah. You can integrate with other AWS services or CRM platforms.

There are multiple valuable features. First of all, there is the feature of call diversion to agents. The contact flow design is an easier way to route things over the contact center medium. 

Along with that, the performance thing, I have noticed a very good feature in Amazon Connect. And voicemail integration means if the customer agent is not picking up the call, the customer can drop a voicemail. This is a very good feature of Amazon Connect. 

Even Lex-powered bots, which is one of the services of AWS, and Lex-bot also, you can integrate for chat queries. This is a perfect feature. It has integration with Amazon Connect and along with other AWS services. Even Amazon Connect Pro voice is omnichannel. It works on omnichannel, meaning chat along with voice. So, this is the perfect feature.

Amazon Connect has proven itself in multiple areas. First, let's consider banking contact center solutions. By using Amazon Connect, banks can significantly reduce the need for human agents. This can lead to cost optimization of 50% to 60% compared to their existing on-premise contact centers. That's one major feature and benefit.

Now, apart from banking, other industries like real estate could also benefit. They can design Connect contact flows to answer common customer queries, reducing reliance on human agents. Essentially, any industry with on-premise contact centers stands to gain automation benefits from Amazon Connect.

Amazon recently launched a new service within Amazon Connect called Workforce Management (WFM). Only a few companies like NICE and Genesys offer comparable WFM solutions. Amazon Connect's WFM features are robust, allowing for agent scheduling, tracking their status (on call, on leave, on break, etc.).

However, larger organizations would likely be most attracted to Amazon Connect's WFM. This is because the WFM market is vast – every company with a contact center needs WFM capabilities. 

Smaller organizations might prefer standalone products like Success KPI WFM or Genesys WFM. Adopting Amazon Connect necessitates using other AWS services, which could lead to higher-than-expected costs.

So, the potential for unknowingly increased costs is a con.

In future releases, If I could add one feature, Amazon Connect should focus on improving the WFM (Workforce Management) capabilities. I've worked with standalone WFM products and Amazon Connect's WFM. Amazon's implementation has some areas for improvement in the design.

Additionally, they should increase the response time limit, especially when integrating Amazon Connect with Lambda. Currently, you only have eight seconds for your Lambda function to respond before it fails.

I have been using it for a year. That's also the experience I have with AWS cloud and other services like Lambda, Simplify, and many more.

It's very stable. It's quite a mature product now. Amazon frequently introduces new features, like the recent launch of WFM (Workforce Management). Overall, it's a very reliable platform.

Scalability is a strong point. If you need to increase the number of agents in your contact center, you can easily do so. AWS provides handy support; you can raise your limits and scale both agent count and other services as needed.

Think of it like user management. You can create users and also delete users as needed. Additionally, you can contact Amazon Connect support and request a revised limit of two hundred users.

There are around 30 to 35 end users. Our entire team actively uses Amazon Connect. Additionally, there are other projects within the company that use it, so I estimate that it will have over 300 users in total.

I have contacted the Amazon Connect support team multiple times. They are really good at resolving issues. 

Positive

It's very easy. Amazon Connect is a readily deployable solution. However, if you're migrating agents from a different platform, like Genesys Cloud, and the number of agents is large, then the process might have some complexity. Still, it's manageable. If the number of agents is smaller, the process is incredibly straightforward.

It is not easy to use for first time users. For example, it does have a moderate ease of use. I would recommend to first, gain a basic understanding of AWS – things like IAM roles and core services. You should be familiar with Lambda, S3 buckets, and ideally DynamoDB. 

While not completely dependent on Connect, knowledge of these services will be essential as you begin using it. Definitely complete the AWS-provided training for Amazon Connect – instance creation, flow types (customer flows, customer queue flows, agent flows), and flow design. These fundamentals are crucial if you're new to AWS and Amazon Connect.

Overall, I would rate the solution an eight out of ten. It's a significant improvement over the previous solution we used, which wasn't cost-effective and involved hardware complexities. 

Amazon Connect reduces those hassles. Additionally, it offers integrations with multiple CRM platforms like Salesforce and ServiceNow, automating tasks like ticket creation and status updates. It's a solid product, but there's always potential for further improvement.

The solution is a patch service. Amazon Connect is a cloud-based omnichannel platform. Companies use Amazon Connect for their call centers instead of manually installing their software systems. Amazon Connect hosts everything in the cloud, including softphones for making and receiving inbound and outbound calls. Additionally, companies can develop IVR systems tailored to their needs, allowing callers to choose language options and be routed to the appropriate agents. These operations are commonly found in BPO setups. Agents connect automatically to callers using Amazon Connect, which is facilitated by internet connectivity and password authentication.

Amazon Connect has voice and chat. They're slowly but steadily increasing these features. Amazon Connect will be mostly cloud-based. Mostly, they're using software only. Amazon Connect is good all over the world. Most clients use these services because of their cloud-based nature.

I have been using Amazon Connect for 3 years.

Everything is fine. We haven't encountered any issues. However, due to network issues, the agent desktop might be affected. If the firewall blocks the agent's desktop, connectivity might be disrupted. It is essential to ensure a robust network setup. Amazon Connect operates on a user-based system, guaranteeing a 99.99% uptime. Users will receive all calls and can make outbound calls as needed. However, there are no profit margins associated with this feature. If there are system issues, they will be addressed promptly. Our clients successfully use the platform without any disruptions, thanks to its active scaling capabilities. The system is designed to handle high loads without hanging, providing a seamless experience for users.

There is no need to do anything from our side. Amazon Connect will automatically scale based on the traffic. Even if there is a huge influx of customers, it will handle it seamlessly. Customers will be placed in a queue based on the team. Once an agent is available, they will pick up the call. The call will continue until the agent or the customer ends it or the customer opts for a callback based on the department.

10 users are using this solution.

They provide certified support. Based on our support plan, ticket support is also helpful. If one is unavailable, they inform me that the feature is unavailable. They will tell the internal developer to provide complete data protection for the table switch.

The initial setup is easy, but it requires manual configuration due to the absence of cloud automation. Tasks such as creating instances and configuring settings need to be done manually. However, this process typically only takes one day for deployment. You'll need to create cases and claim numbers based on location during setup. For example, if you're in the UK, you must claim the appropriate security number. Each configuration and flow requires individual setup, including TZ settings. Integrating other services like Lambda Integration and porting Integration will also add to the setup time. With maximum effort, it can be completed within two days.

There is no technical experience needed to build it. It's easy for beginners to understand and use.

We can use Amazon Connect because it's a pay-as-you-go service. Unlike continuous payments, when you make calls or enrollments, you only pay for what you use. We use it, so we have to pay for it. If not, then there's no need to pay.

Based on its cost efficiency compared to other options. Many customers are switching to Amazon Connect because of its affordability. Cisco's prices are considerably higher than those of Amazon Connect. Most customers using those products are now transitioning to Amazon because of its cost efficiency and added flexibility. Since Amazon Connect is entirely cloud-based, installing any software is unnecessary. Everything operates smoothly. Additionally, we have yet to encounter any issues with new customers.

There are so many things that are directly handled. For example, on mobile phones, we have some speed dial options handled. They tell me they do it manually when we process something, which will be different. We have to add everything manually. They need to automate everything. Instead of doing it manually, we can have an upload option for all the user details so that it can be fully utilized instead of entering everything manually. By reducing manual processes, we can overcome limitations. We have to do it manually for some things.

Similarly, we have been determining that they have to improve those things. They can provide an upload option for this. The EAP also has limited access. They have given limited access to expose the CAPA for down a purse. Then it would be good. With that, we can utilize and accomplish more things

We have Amazon Connect, but we need to create a separate instance. Although we utilize the service, the instance is distinct from its portal. Therefore, it will provide a separate URL for us to access and work exclusively within that portal

Amazon Connect can be a valuable tool if you are operating any business, whether small or large. Amazon Connect is the perfect fit if you already have agents and are looking for a solution to manage inbound and outbound calls efficiently.

Everything is managed within Amazon Connect. The central databases are maintained internally and inaccessible to us. However, some access has been granted initially for development purposes, allowing us to enhance functionalities based on the provided documentation

Overall, I rate the solution a nine out of ten.