Amazon Connect

Avantages

Les appels automatisé et rapide des clients

Inconvénients

La perte de la communication avec le client

Avantages

Since the implementation of Amazon Connect we have been able to experience some of its most notorious features, we can have any number of telephone agents providing technical support from anywhere in the world since the tool does not require licenses tied to physical machines, the tool being an on-premises solution allows us to continue with the attention to users even when there were connection problems in the datacenter where the server of the old platform for receiving calls was hosted, large data storage capacity which is usable to store the number of calls that minute by minute enters our operation, detailed and configurable metrics that allows us to analyze the status of the operation in real time.

Inconvénients

The graphical user interface is one of the points that has had more criticism from our team, it is clear that Amazon Connect has the functions to configure and monitor the operation in real time but the interface does not offer the intuitiveness that is required to perform some actions that require immediate response such as (display of ID_REMOTE, customized alerts for exceeding some metrics such as TMO, HOLD, call duration), additionally the diffusion of messages or notifications to the agents (pop-up) are help tools within the operation in which within Amazon Connect is not available.

Avantages

Easy Integration- seamlessly integrates with other AWS services, enhancing overall functionality.
Scalability- highly scalable, making it suitable for businesses of all sizes.
AI-Powered Features- utilizes AI for real-time performance improvements and natural language understanding.
User-Friendly Interface- intuitive drag-and-drop interface for building call flows.
Flexible Pricing- pay-as-you-go pricing model, making it cost-effective.

Inconvénients

Limited Non-Phone Features, and primarily focused on telephony, with fewer features for non-phone use cases.
Occasional connection errors reported, which might affect call quality.
Advanced features may require technical expertise to set up.

Avantages

It is very user-friendly and not complicated to understand.

Inconvénients

It is very expensive for a call center that receives a lot of calls.

Avantages

We liked how Amazon Connect allowed us to interact with custom code written on AWS Lambda along with the chatbots. We first prototyped using Amazon Connect with having an automated payment system and automated call trees. When the pandemic hit, we were able to quickly setup users to use it as a cloud-based phone system due to the simplicity of the UI. I think its one of very few phone systems / contact center solutions that allow for writing any kind of custom logic while a caller is on the phone.

Inconvénients

At the time, we didn't like the small feature set of Amazon Connect in regards to being a contact center / phone system solution. A lot of the features we required could not be handled, such as voicemails and recorded statements. Additionally, we had problems with connectivity and reliability which frustrated our users. We had only been using Connect as an interim solution to our contact center needs while we figured out a more permanent fix.

Avantages

The call quality of Amazon Connect is excellent, and the AI-driven features like chatbots and sentiment analysis significantly improve customer interactions.

Inconvénients

Some advanced configurations require someone with technical expertise, but one can get through when followed the on-screen instruction properly.

Avantages

They are always quick to respond and with my experience always do a great job to resolve your issue

Inconvénients

It’s not always easy to get through to someone

Avantages

So easy to use and convenient for everyday needs.

Inconvénients

Nothing. I love it and great prices. The ease of use is phenomenal

Avantages

It's easy to use. The cost is low and I can serve any company. Great value for money.

Inconvénients

It could be free. But the charge for the cost of the service provided is understandable.

Avantages

Easy to use. It's quick set up, and invite and limited connectivity issues once active.

Inconvénients

I would prefer no ad's. I had connection issues in the beginning but once connected no problems

Avantages

I like how you don't have to pay so much money and it integrated AI to improve efficiency. I like that I can access from anywhere.

Inconvénients

It is not super easy set up for first time beginners. You need some knowledge to set up and have learning curve.

Avantages

Es una excelente herramienta para generar llamadas a un equipo de atención a clientes

Inconvénients

Puede ser costoso para equipos pequeños o de inciación

Avantages

How fast the customer service is and quickly you get responded.

Inconvénients

nothing the service is great, keep up the good work!

Avantages

Fairly easy to setup with very good documentation. It's part of AWS so it integrates well with other Amazon apps. Trusted solution and it's well maintained. Overall it's a stable platform and it suits our business needs

Inconvénients

I'm not sure whether this is Amazon Connect or VIOP diallers in general, but we get quite a few connection errors. We often need to restart machine and clear caches in order to resolve the issue. It can be a bit annoying. The advice/solutions from Amazon and the internet in general are quite flakey.

Alternatives envisagées 

Pourquoi choisir Amazon Connect 

Logiciel antérieur 

Pourquoi passer à Amazon Connect

Avantages

It is easy to use and organized. It has lots of nice features.

Inconvénients

Users experience daily connectivity issues. We spend more time troubleshooting things with them than we want to.

Avantages

A parte que mais me deixou satisfeita no Amazon Connect, é disponibilização de uma plataforma completa para criação e gerenciamento de centrais de atendimento, com recursos avançados de interação com nossos clientes, roteamento de chamadas, análise de dados. O serviço também permite suporte ao cliente de forma escalável, eficiente e personalizada.

Inconvénients

No momento, estamos satisfeitos com todos os benefícios que nos disponibilizam e agregam ao nosso cotidiano.

Avantages

The pay-as-you-go pricing is very enticing, and so is the ability to customize the UI of the agents and provide them with real-time advice on how to deal with various calls.

Inconvénients

There is no SMS support. You have to use Amazon Pinpoint for that, but the number you purchase in Pinpoint, can't be used in Connect. That leads to a very awkward experience.

Alternatives envisagées 

Pourquoi passer à Amazon Connect

Avantages

In terms of management everyone in staff can download KPIs or the KPIs that they wanted to coach to their agents.. Operation managers can have a clear understanding and a full view of the projects.

Inconvénients

it has a lot of feature, a lot of information that i think i still have to discover.

Avantages

EInfache Handhabung, verständliches Design

Inconvénients

Es gibt so gut wie keine Nachteile, die sich nicht durch Gewöhnung beheben lassen

Avantages

A plataforma somente sobre cobra pelos acessos que usar

Inconvénients

Por enquanto a plataforma me assiste sem falhas.

Avantages

Solution that is extremely cost effective

Inconvénients

Can't say that I dislike anything about Amazon connect

Avantages

Amazon Connect was super convenient for teaching many high school and college students the ropes of working in a call center! There is already a lot of overwhelming information we give them so having software as easy to use as this was so helpful!

Inconvénients

Sometimes, calls would drop, which could be frustrating for us and our clients. Random glitches occasionally were well, but it was a great success for the most part.

Avantages

Es ideal para negocios rápidos y directos.

Inconvénients

Mas información publicidad y desarrollo de su implementación

Avantages

This is a fantastic app for use in a call center environment.

Inconvénients

It occasionally goes down, but usually not for long.

Avantages

We are new to the tool but it's been great for our business. To be able to take advantage of modern webhooks and the full AWS cloud infrastructure has been great.

Inconvénients

It's too early in our journey to tell. But so far so good