Amazon Connect

Vorteile

EInfache Handhabung, verständliches Design

Nachteile

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

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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.

Vorteile

I has been using Amazon Connect for awhile now, and the most i like it is that the automatic responses while chatting are very accurate with the topic you arw working to, very fast and reliable. The same as when you need to chat with a real agent, as soon as you ask to be connected you are redirected to and the agent can see the records and what you are trying to do.

Nachteile

Just a few topics options when chatting with the bot, but that can be totally customizable as you wish.

Vorteile

We can get quick answers with any simple problem you might have.

Nachteile

Hard to get a human when you have a difficukt issue.

Vorteile

Amazon Connect is an amazing platform to manage customer service effectively.

Nachteile

The user interface is basic and has room for improvement.

Vorteile

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

Nachteile

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

Vorteile

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

Nachteile

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

Vorteile

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

Nachteile

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

Vorteile

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

Nachteile

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

Vorteile

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.

Nachteile

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

Vorteile

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

Nachteile

Puede ser costoso para equipos pequeños o de inciación

Vorteile

puedo mejorar con rapidez y resolver problemas muy fácil.
es bien fácil de usar y practico y puedes mejorar la experiencia de tu cliente y ala vez de tu empresa

Nachteile

comisiones
control limitado
Competencia
dependencia de Amazon

Vorteile

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

Nachteile

It’s not always easy to get through to someone

Vorteile

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

Nachteile

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

Vorteile

So easy to use and convenient for everyday needs.

Nachteile

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

Vorteile

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

Nachteile

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.

In Betracht gezogene Alternativen

Warum Amazon Connect gewählt wurde

Zuvor genutzte Software

Gründe für den Wechsel zu Amazon Connect

Vorteile

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.

Nachteile

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

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

Gründe für den Wechsel zu Amazon Connect

Vorteile

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.

Nachteile

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

Vorteile

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

Nachteile

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

Vorteile

A plataforma somente sobre cobra pelos acessos que usar

Nachteile

Por enquanto a plataforma me assiste sem falhas.

Vorteile

Les appels automatisé et rapide des clients

Nachteile

La perte de la communication avec le client

Vorteile

Solution that is extremely cost effective

Nachteile

Can't say that I dislike anything about Amazon connect

Vorteile

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!

Nachteile

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.

Vorteile

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.

Nachteile

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.

Vorteile

Es ideal para negocios rápidos y directos.

Nachteile

Mas información publicidad y desarrollo de su implementación

Vorteile

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

Nachteile

It occasionally goes down, but usually not for long.

Vorteile

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.

Nachteile

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

Vorteile

Easy to use once you figure out the features. Ability to view queues, track calls and agents. Also allows for historical reporting.

Nachteile

Sometimes does not ring on inbound calls.

Vorteile

I love how all my calls come through and that my calls don’t drop at all and I hear my clients absolutely well

Nachteile

No cons whatsoever. There is nothing to fuss about.

Vorteile

Amazon connect es una herramienta ideal para gestionar tu departamento de atención al cliente sin volverte loco. Además tendrás procesos ya automatizados que te ayudan a conocer el feedback y las respuestas de los clientes.

Nachteile

De momento no tengo nada negativo que decir de amazon Connect