Amazon Connect

Amazon Connect

45 Reviews and Ratings

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Amazon Connect	Score8.8 out of 10	N/A	Launched in 2017 and available on AWS, Amazon Connect is a cloud-based omnichannel contact center designed to provide a seamless experience across voice and website live chat, featuring skills-based routing, task tracking, and analytic tools to track customer interactions, or evaluate agent activity. It can support office-based or virtual contact centers. The service is pay-per-usage, per feature.	$0 per profile/per month

Pricing

Amazon Connect

Customer Profiles: $0.0025
per profile/per month
Chat: $0
per message
Contact Lens (5 million+ monthly minutes): $0.0125
per minute
Contact Lens (first 5 million monthly minutes): $0.015
per minute
Voice: $0.02
per minute
Voice ID: $0.025
per transaction
Tasks: $0.04
per task

Pricing Offerings
Amazon Connect
Free Trial
Yes
Free/Freemium Version
No
Premium Consulting/Integration Services
No

No setup fee

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Community Pulse
Key User Insights
	Amazon Connect
Considered Both Products	Amazon AWS Héctor Morán Blázquez Head of IT in Information Technology at Madrileña Red de Gas (Utilities, 51-200 employees) Chose Amazon Connect We worked through a Request For Proposal to check different Contact Center platforms, we evaluated Talkdesk, Amazon Connect and Genesys PureConnect, all of them as a SaaS platforms, and trying to go to a pay per use model. The best option for us was Amazon Connect, with a pure … Incentivized Helpful? Navidut Tauhid Information Technology Instructor in Engineering at HCL technologies (Information Technology & Services, 10,001+ employees) Chose Amazon Connect Amazon Connect has lots of free training available for partners and in general. So many demos are available to practice. It's free to test and gain more confidence before deploying in real world scenarios. You can use other AWS features to be integrated with Amazon cloud. … Incentivized Helpful? Jadwel Mayna Strategic Planning Manager in Professional Services at Home Assist Health (Hospital & Health Care, 51-200 employees) Chose Amazon Connect Amazon Connect introduced an analytical and reporting feature, which evaluates the details and the concerns of clients. Besides, Amazon Connect clearly records all the calls, which captures the exact information which we use it in the future. The product is also as important in … Incentivized Helpful?
	Would buy again
	No answers on this topic
	Delivers good value for the price
	No answers on this topic
	Happy with the feature set
	No answers on this topic
	Lived up to sales and marketing promises
	No answers on this topic
	Implementation went as expected
No answers on this topic

Features

Amazon Connect

Comparison of Contact Center Software features of Amazon Connect
Feature	Amazon Connect 7.1 4 Ratings
Agent dashboard	5.04 Ratings
Validate callers	7.04 Ratings
Outbound response	7.04 Ratings
Call forwarding	7.04 Ratings
Click-to-call (CTC)	7.04 Ratings
Warm transfer	9.04 Ratings
Predictive dialing	5.03 Ratings
Interactive voice response	6.04 Ratings
REST APIs	9.03 Ratings
Call scripts	5.04 Ratings
Call tracking	7.04 Ratings
Multichannel integration	9.04 Ratings
CRM software integration	9.04 Ratings

Comparison of Workforce Optimization (WFO) features of Amazon Connect
Feature	Amazon Connect 5.7 4 Ratings
Inbound call routing	9.04 Ratings
Omnichannel inbound routing	5.04 Ratings
Recording	7.04 Ratings
Quality management	7.04 Ratings
Call analytics	3.04 Ratings
Historical reporting	5.04 Ratings
Live reporting	5.04 Ratings
Customer surveys	5.04 Ratings
Customer interaction analytics	5.04 Ratings

User Ratings
	Amazon Connect
Likelihood to Recommend	7.0 (4 ratings)