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Venkata Maniteja Alapati - PeerSpot reviewer
Senior Director of Product Management at Sprinklr
Real User
Top 5Leaderboard
Outbound features are great for our marketing and dealer teams and setup is fairly easy
Pros and Cons
  • "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."
  • "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."

What is our primary use case?

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 is most valuable?

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.

What needs improvement?

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.

For how long have I used the solution?

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. 

Buyer's Guide
Amazon Connect
June 2025
Learn what your peers think about Amazon Connect. Get advice and tips from experienced pros sharing their opinions. Updated: June 2025.
860,592 professionals have used our research since 2012.

What do I think about the scalability of the solution?


How are customer service and support?

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.

How was the initial setup?

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.

What about the implementation team?

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.

What was our ROI?

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.

What's my experience with pricing, setup cost, and licensing?

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.

What other advice do I have?

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.

Disclosure: My company has a business relationship with this vendor other than being a customer. customer/partner
PeerSpot user
Ashish Lata - PeerSpot reviewer
Professional Freelancer at Open for all
Real User
Top 5Leaderboard
Offers customized agent /supervisor dashboard, sentiment analysis and design Connect contact flows to answer common customer queries, reducing reliance on human agents
Pros and Cons
  • "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.)."
  • "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."

What is our primary use case?

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.

What is most valuable?

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.

What needs improvement?

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.

For how long have I used the solution?

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.

What do I think about the stability of the solution?

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.

What do I think about the scalability of the solution?

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.

How are customer service and support?

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

How would you rate customer service and support?

Positive

How was the initial setup?

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.

What other advice do I have?

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.

Disclosure: My company does not have a business relationship with this vendor other than being a customer.
PeerSpot user
Buyer's Guide
Amazon Connect
June 2025
Learn what your peers think about Amazon Connect. Get advice and tips from experienced pros sharing their opinions. Updated: June 2025.
860,592 professionals have used our research since 2012.
Lead Engineer at HCLTech
Real User
Top 5Leaderboard
Easy to use and provides good reporting, but call quality should be improved
Pros and Cons
  • "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."

What is our primary use case?

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

What is most valuable?

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

What needs improvement?

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.

For how long have I used the solution?

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

What do I think about the stability of the solution?

Amazon Connect is a stable solution.

What do I think about the scalability of the solution?

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

How was the initial setup?

The solution’s initial setup is easy.

What's my experience with pricing, setup cost, and licensing?

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

What other advice do I have?

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.

Which deployment model are you using for this solution?

Public Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Amazon Web Services (AWS)
Disclosure: My company does not have a business relationship with this vendor other than being a customer.
PeerSpot user
Ravishankar A - PeerSpot reviewer
MC Delivery Analyst at Accenture
Real User
Top 10
Affordable, enables customization, and reduces the overall cost of migration
Pros and Cons
  • "The solution reduces the overall cost of migration by approximately 50%."
  • "The product does not have any reporting dashboards."

What is our primary use case?

We work on contact center migrations. Currently, we are using Amazon Connect to migrate legacy contact centers like Cisco or Avaya to host them in the cloud.

How has it helped my organization?

The solution reduces the overall cost of migration by approximately 50%.

What is most valuable?

Amazon allows us to use other AWS services. If Amazon Connect cannot do something, we can use other services provided by AWS. It is a big advantage.

What needs improvement?

The product does not have any reporting dashboards. The vendor has released a dashboard feature in the latest release, but it is not a full-fledged dashboard. Since we migrated contact centers, we have had many phone calls with customers. We need some dashboards to manage and analyze the data. It will help agents or supervisors to track everything.

For how long have I used the solution?

I have been using the solution for three years.

What do I think about the stability of the solution?

I rate the tool’s stability eight out of ten. There were some initial issues. There were some features which were not present.

What do I think about the scalability of the solution?

I rate the tool’s scalability eight out of ten. We faced some scalability issues. We have a team of 20 people working on multiple projects. We have around 75 users.

How are customer service and support?

If we need support, we can raise a ticket. The team provides support right away.

How would you rate customer service and support?

Positive

How was the initial setup?

The initial setup is not difficult. It is mostly UI-based. There are not many backend processes. The solution is deployed on the private cloud. We have some customers in the banking sector who have deployed the tool in public clouds. There is a custom control panel. We can customize things according to our requirements. AWS provides many APIs. We can also customize the front end.

What's my experience with pricing, setup cost, and licensing?

The tool is cheaper than on-premise contact centers.

What other advice do I have?

We use software embedded in Amazon Connect with a custom control panel to manage customer interactions. Amazon Connect has been a topic of discussion only for the past four to five years. When I started working with the tool, there were limited resources. We often requested that AWS raise the limits. Now, Amazon has extended the basic limit to facilitate all businesses.

I will recommend the product to someone with an on-premise contact center. It has many advantages. If we work on the cloud, we can run the business 24/7, even if there are any natural calamities or disasters in other parts of the world. Overall, I rate the product an eight out of ten.

Which deployment model are you using for this solution?

Private Cloud
Disclosure: My company does not have a business relationship with this vendor other than being a customer.
PeerSpot user
Kuldip Das - PeerSpot reviewer
UCCE Tech at Cisco on Avacend Payroll
Real User
Top 20
A contact center can be set up in just a few minutes with a few clicks
Pros and Cons
  • "In my experience, one of the tool's most valuable features is its ease of use. Setting up a contact center can be done in just a few minutes with a few clicks. This contrasts with the hours or days it might take using other solutions."
  • "Amazon Connect could enhance its service by revising its pricing structure. It operates on a pay-for-call basis. This means that organizations whose call volumes fluctuate, or are heavy at specific times of the day or year, aren't burdened with fixed costs such as hardware liabilities and licenses."

What is our primary use case?

Amazon Connect is used as a contact center solution. In previous generations of contact centers, we relied on on-premises devices, which meant building everything from the ground up and purchasing physical hardware. This was a tedious task.

However, it is the first solution on the market to enable contact centers to operate in the cloud, making it much easier. This allows administrators and developers to concentrate and focus more on building call flows rather than dealing with hardware issues.

What is most valuable?

In my experience, one of the tool's most valuable features is its ease of use. Setting up a contact center can be done in just a few minutes with a few clicks. This contrasts with the hours or days it might take using other solutions.

Amazon Connect is rated as easy to learn, particularly for individuals with varying technical skills. It is considered very easy for those familiar with modern technology, such as the Facebook generation or millennials. However, for individuals more accustomed to traditional desk phones, the learning curve might be slightly steeper, perhaps around a six or seven out of ten in terms of difficulty.

What needs improvement?

Amazon Connect could enhance its service by revising its pricing structure. It operates on a pay-for-call basis. This means that organizations whose call volumes fluctuate, or are heavy at specific times of the day or year, aren't burdened with fixed costs such as hardware liabilities and licenses.


At the same time, you can enjoy the broad infrastructure, albeit at a slightly higher price. However, compared to solutions like Cisco and Avaya, which entail a one-time hardware cost, Amazon Connect's ongoing operational costs may be higher.

Unlike other solutions, the solution charges per call, which typically does not charge in this manner. If your call volume is high, with thousands of calls daily, it may not be the most suitable solution for your needs.

Currently, Amazon Connect offers built-in features, but integrating it with other systems like CRM solutions may require developer skills, which can be complex. Simplifying the integration process, perhaps through user-friendly development tools, would greatly benefit users.

For how long have I used the solution?

I have been using the product for the product for three years. 

What do I think about the stability of the solution?

Amazon Connect appears to be quite stable. Even if there are any issues, they are typically not bugs within the product itself but rather issues related to the servers or infrastructure in the background.

In traditional ones, you would end up doing a lot of troubleshooting. You can reboot the product since it is on the AWS server. It's very easy. You don't run into many issues. I didn't run into any buggy behavior or buggy issues. It works flawlessly.

What do I think about the scalability of the solution?

The tool's usage in our company isn't extensive compared to our traditional flow. However, there's a growing adaptation to it. It's particularly beneficial for those who are new to the market.


In terms of users, I would estimate that at least 400 agents use it for one customer or company. Considering that each customer might have applied the solution in their environment, the user base would be 400. So, overall, it's not just a few individuals using it; the user count would likely be in the thousands.

How are customer service and support?

The tool's support is good and helpful. 

Which solution did I use previously and why did I switch?

Our company chose the product primarily because it fit our specific requirements well. We provided customers with multiple solutions, and Amazon Connect served as a good starter option. It aligned well with our need for something new while being cost-effective, especially since our call volume was relatively low.

Additionally, Amazon Connect offers the latest features, such as chatbots and seamless integration capabilities, which further contributed to our decision.

How was the initial setup?

The tool's deployment is easy compared to the traditional setup.

What other advice do I have?

I recommend understanding your requirements to assess if Amazon Connect suits your needs. Additionally, taking advantage of the trial period offered by Amazon Connect, typically around 30 days, would allow you to familiarize yourself with the product before fully implementing it in your environment. 

I rate the product a seven out of ten. It is not practical if your call volumes are high.

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Amazon Web Services (AWS)
Disclosure: My company does not have a business relationship with this vendor other than being a customer.
PeerSpot user
Rodrigo Bassani - PeerSpot reviewer
Head Of Technology at Elogroup
Real User
Top 10
Helps to establish communication between our local data center and AWS services
Pros and Cons
  • "We utilize Amazon Connect to handle customer service interactions, particularly in projects where we provide professional services. For example, when developing an application, we typically set up EC2 instances on AWS. Then, to facilitate communication within our clients' internal networks, we establish connections through Amazon Connect."
  • "One area for improvement with Amazon Connect lies in the cost structure, particularly for use cases involving smaller data volumes. While it's simple to establish communication channels, the pricing model may result in higher costs for such scenarios. This presents a challenge that organizations may encounter, especially if they aim to optimize efficiency while managing smaller data transfers."

What is our primary use case?

We use Amazon Connect to establish connections between our project and clients. This allows us to create a VPN for communication rather than using it daily. It's mainly utilized as needed for specific connections.

What is most valuable?

We utilize Amazon Connect to handle customer service interactions, particularly in projects where we provide professional services. For example, when developing an application, we typically set up EC2 instances on AWS. Then, to facilitate communication within our clients' internal networks, we establish connections through Amazon Connect.

The tool has simplified our contact center operations. It enables us to establish communication between our local data center and AWS services.

I believe one of the most valuable features of Amazon Connect is the ability to use a private network to establish communication. Instead of relying on the public internet, we can utilize a directed phone and address to create this connection. This helps set up a direct point-to-site connection. Additionally, the option to create a PC in AWS and connect it directly to our local data center has been incredibly beneficial. The bandwidth is faster; we can transfer large data volumes between the local data center and the AWS instance. 

Establishing communication through Amazon Connect was straightforward compared to alternative solutions that may require setting up VPNs with other tools.

What needs improvement?

One area for improvement with Amazon Connect lies in the cost structure, particularly for use cases involving smaller data volumes. While it's simple to establish communication channels, the pricing model may result in higher costs for such scenarios. This presents a challenge that organizations may encounter, especially if they aim to optimize efficiency while managing smaller data transfers.

What do I think about the stability of the solution?

I rate the tool's stability a nine out of ten. 

What do I think about the scalability of the solution?

While AWS Connect may not directly address scalability concerns, we've found ways to enhance scalability by configuring redundant connections and utilizing multiple direct connections. There may not be significant immediate benefits in terms of cost, as initial usage can incur higher spending. However, as scalability increases and larger data transfer volumes are required, there can be long-term cost savings. This suggests that while there may be higher costs initially, particularly for smaller data transfers, the overall cost can decrease as usage and data volumes grow.

I rate its scalability a nine out of ten. 

How are customer service and support?

The solution's customer service is great. 

How would you rate customer service and support?

Positive

Which solution did I use previously and why did I switch?

My experience with this type of solution began around 2016. At that time, cloud environments like AWS and Microsoft Azure were gaining immense traction among large enterprises. In my case, I primarily worked with AWS for these types of connections.

I didn't create any other VPN using AWS before that. Previously, I relied on Fortinet, which allowed me to create VPN routes. However, configuring such solutions involved setting up the tool, and configuring all the environments, and could take quite some time.

How was the initial setup?

I rate the tool's deployment an eight to nine out of ten. An experienced person can complete it in one week. The product deployment typically involves collaboration between the network team responsible for managing connections between the local data center and AWS and an expert in AWS services.

What's my experience with pricing, setup cost, and licensing?

I rate the tool's pricing an eight out of ten. 

What other advice do I have?

I would recommend the tool for primarily for those already utilizing AWS as their cloud solution. However, for individuals or organizations using other cloud solutions like Azure or different providers, I would suggest exploring options to combine their current solutions with other tools. I rate it an eight out of ten. 

Disclosure: My company has a business relationship with this vendor other than being a customer. Partner
PeerSpot user
AayushJain - PeerSpot reviewer
Consultant at a tech vendor with 10,001+ employees
Real User
Top 10
Integrates with major tools like Amazon Polly for text-to-speech and third-party services like Twilio and Cisco-based dialers
Pros and Cons
  • "It integrates with major tools like Amazon Polly for text-to-speech and third-party services like Twilio and Cisco-based dialers."
  • "There are issues on features like Lambda integrations and time-out"

What is our primary use case?

I use it to create a dynamic contact center, integrating with Lex for NLP. This allows us to provide direct responses to prompts through the chatbot. We also utilize this data in interactive IVRs.

How has it helped my organization?

It integrates with major tools like Amazon Polly for text-to-speech and third-party services like Twilio and Cisco-based dialers. It’s highly compatible and easy to integrate. The UI is a key strength. It is simple to develop flow diagrams, and we can easily incorporate Lambda functions to create different functionalities using these integrations.

What is most valuable?

Previously, IVRs were based on key tones, like pressing a number to route to specific functions. Now, we can make it voice-based. Whatever prompts we provide will trigger the appropriate API and route to the correct destination.

If you want to check your bank balance, you can call customer care and say, "I want to know my bank balance." If we have integrated verification, it will verify you and then provide the details.

What needs improvement?

They are already working on features like Lambda integrations and addressing time-out issues. We've experienced very few errors in the contact center, and those are easy to replicate. Once developed, major functionalities can be easily imported and exported, making the system quite user-friendly.

For how long have I used the solution?

I have been using Amazon Connect for four years.

What do I think about the stability of the solution?

The product is stable.

I rate the solution’s stability an eight-point five out of ten.

What do I think about the scalability of the solution?

It is easy to scale. More than ten thousand people are using this solution.

We can easily scale down when needed. We can integrate all features and functionalities for large Amazon contact centers, accommodating more data from end users. For example, a large organization can create a hierarchy and manage everything under one roof with Amazon Connect. It's stable, scalable, and highly efficient.

I rate the solution's scalability an eight out of ten.

How are customer service and support?

I interact with the Amazon support team regularly. Previously, the experience was good, but lately, the response hasn't been as helpful. This might be due to a team change or a reduction in resources. In the past, they provided solid support, but that's no longer the case.

How would you rate customer service and support?

Neutral

How was the initial setup?

The initial setup is moderate. If you have the training experience, it will be easy to create one, but you will need some training if you don't.

You will need to do some training before you can use it.

Disclosure: My company has a business relationship with this vendor other than being a customer.
PeerSpot user
Subhransu Nayak - PeerSpot reviewer
Consultant - Data Analytics and Reporting at a tech vendor with 51-200 employees
Real User
Top 5Leaderboard
A simple and easy-to-use solution with drag-and-drop features
Pros and Cons
  • "The tool's most valuable feature is its simplicity and ease of use. Unlike other cloud contact centers, Amazon Connect allows easy drag-and-drop actions. Additionally, it integrates with other AWS services like Lambda."
  • "There is room for improvement in certain areas of Amazon Connect. For example, regarding holiday scheduling, the platform lacks a specific feature to declare holidays for companies on fixed dates. While basic hours and weekly schedules can be set, there's no option for declaring specific dates like national holidays. Basic scheduling options exist, but users must rely on Lambda functions for more complex rules and logic."

What is our primary use case?

We use the product to create an IVR call flow. 

What is most valuable?

The tool's most valuable feature is its simplicity and ease of use. Unlike other cloud contact centers, Amazon Connect allows easy drag-and-drop actions. Additionally, it integrates with other AWS services like Lambda.

What needs improvement?

There is room for improvement in certain areas of Amazon Connect. For example, regarding holiday scheduling, the platform lacks a specific feature to declare holidays for companies on fixed dates. While basic hours and weekly schedules can be set, there's no option for declaring specific dates like national holidays. Basic scheduling options exist, but users must rely on Lambda functions for more complex rules and logic. 


There isn't a direct option for the voicemail feature in Amazon Connect. This could be an area for improvement. Unlike other contact centers where voicemail is easily accessible, this requires some workaround. Users need coding skills and additional configurations.

I prefer to maintain a basic IVR flow so I can easily contact anyone, especially with five family members. With Amazon Connect, I should be able to simplify this process. For instance, if I can't respond to their calls, I can create an instance or contact flow to inform them of the reason for my unavailability.

For how long have I used the solution?

I have been using the product for two years. 

What do I think about the scalability of the solution?

My company has around 50-60 users.

How are customer service and support?

I haven't contacted the support team yet. 

How was the initial setup?

The tool's installation and setup are easy to do. You can simply create an instance for your AWS account and begin using it.

What other advice do I have?

Whether or not you should use the tool for the first time depends on your specific needs. If your requirements are basic, the solution is easy to use compared to other contact centers, and you can go ahead with it. However, if your needs are more complex, it might be worth researching other options to find the one that best suits your requirements.


Using the solution for the first time is easy for basic tasks. However, not all features are available, and users may need to research and explore online resources to gain a proper understanding. Based on my experience, I would rate Amazon Connect as a nine out of ten.

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Amazon Web Services (AWS)
Disclosure: My company does not have a business relationship with this vendor other than being a customer.
PeerSpot user