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Über Amazon Connect

Kontaktcenter-Lösung, mit der Unternehmen Kundenserviceprozesse über mehrere Kanäle hinweg rationalisieren können.

Erfahre mehr über Amazon Connect

Vorteile:

There is already a lot of overwhelming information we give them so having software as easy to use as this was so helpful.

Nachteile:

I'm not sure whether this is Amazon Connect or VIOP diallers in general, but we get quite a few connection errors.

Bewertungen zu Amazon Connect

Durchschnittliche Bewertung

Benutzerfreundlichkeit
4,5
Kundenservice
4,6
Funktionen
4,4
Preis-Leistungs-Verhältnis
4,7

Weiterempfehlungsquote

8,2/10

Amazon Connect hat eine Gesamtbewertung von 4,4 von 5 Sternen basierend auf 18 Nutzerbewertungen auf Capterra.

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Nutzerbewertungen filtern (18)

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Logistik & Lieferkette, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Reduce cost in your organization.

5,0 vor 11 Monaten

Kommentare: it makes job easier and manage agents performance on a daily basis.

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.

Shubham
Manager of Engineering in Malta
Computer-Software, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

In Betracht gezogene Alternativen:

A brilliant platform for contact centers

5,0 vor 11 Monaten

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.

Brooke
Customer service representative in USA
Computer-Vernetzung, 1.001–5.000 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

Amazon Connect is excellent!

5,0 vor 2 Monaten Neu

Vorteile:

So easy to use and convenient for everyday needs.

Nachteile:

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

Darian
Team Lead of Internal Tools in USA
Versicherung, 201–500 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Herkunft der Bewertung

Review of Amazon Connect

3,0 vor 3 Jahren

Kommentare: I think Amazon Connect is good as a phone tree, especially if you need any kind of automatons built in. Asking callers for info, parsing it through chatbots, routing speech into code to handle some sort of logic, things like that. I also think AC is good for speech and call tree analysis. That being said, it couldn't really fit our use case where it had to be an office user's main phone system. If you are using agents who take calls in a round-robin manner like a standard call center, it could work but we weren't doing that so it didn't work for us.

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.

Jhon
Jhon
Master of Information Technology in Kolumbien
Verifizierter Nutzer auf LinkedIn
Telekommunikation, 501–1.000 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

The contact center able to offer a unique user experience

4,0 vor 12 Monaten

Kommentare: Amazon Connect is the evolution for forward-thinking contact centers interested in providing their customers with a pleasant and interactive experience, Through its programmable IVR and thanks to the help of AI it allows to incorporate programmable and informative messages to customers in a matter of minutes and thanks to the robust integration of other Amazon services allows access to metrics with detailed graphs (Amazon Quicksigth) and a huge storage capacity (Amazon EC2) capable of saving the recordings of all calls without the risk of data loss, for reasons like this make Amazon Connect an ideal choice for contact centers in the cloud.

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.

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
E-Learning, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

In Betracht gezogene Alternativen:

It suits our needs

4,0 vor 10 Monaten

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.

Craig
Scrum Master in Südafrika
Computer-Software, 501–1.000 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

New journey and it seems great

5,0 vor 2 Jahren

Kommentare: Good

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

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Telekommunikation, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Amazon Connect

4,0 vor 2 Jahren

Kommentare: Overall, Amazon Connect is user-friendly software with convenient features for any call center.

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.

Stephen
Relationship support advisor in UK
Bankwesen, 10.000+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Amazing value for money

5,0 letztes Jahr

Vorteile:

Solution that is extremely cost effective

Nachteile:

Can't say that I dislike anything about Amazon connect

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Medizinische Geräte, 501–1.000 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Herkunft der Bewertung

It has potential

4,0 vor 7 Monaten

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.

Paola
Escrevente in Brasilien
Verbraucherdienste, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Excelência e praticidade no atendimento

5,0 vor 10 Monaten

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.

Melissa
Customer Service Representative in USA
Gesundheit, Wellness & Fitness, 1.001–5.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Amazon Connect App

5,0 letztes Jahr

Kommentare: I use this app, daily, at my work. I answer phones in an online call center environment & it works wonderfully for both answering & transferring phone calls.

Vorteile:

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

Nachteile:

It occasionally goes down, but usually not for long.

Es
CSR in Kanada
Rundfunkmedien, 51–200 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

Amazon Connect

4,0 letztes Jahr

Kommentare: Overall have been enjoying it. Definitely beats having a clunky desktop landline.

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.

Gianni
Gianni
Dirección in Uruguay
Verifizierter Nutzer auf LinkedIn
Logistik & Lieferkette, 2–10 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Herkunft der Bewertung

In Betracht gezogene Alternativen:

Amazon Coknect es ideal para negocio pero en Latinoamérica nadie lo usa, por desconocimiento

4,0 vor 2 Jahren

Kommentare: Es usado para contactar xon determinados clientes o empresas para hacer compras o cualquier consulta online

Vorteile:

Es ideal para negocios rápidos y directos.

Nachteile:

Mas información publicidad y desarrollo de su implementación

Jérémie
DG in Benin
Bekleidung & Mode, 2–10 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Herkunft der Bewertung

Amazon connect la gestion de la communication

5,0 vor 10 Monaten

Vorteile:

Les appels automatisé et rapide des clients

Nachteile:

La perte de la communication avec le client

Andreina
Dispatcher in USA
Einzel- & Familiendienstleistungen, 1.001–5.000 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Herkunft der Bewertung

Exceeds expectation

5,0 vor 2 Jahren

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.

Tatiana Leite
assistente in Brasilien
Hausmeisterservice, 2–10 Mitarbeiter
Verwendete die Software für: Kostenlose Testversion
Herkunft der Bewertung

Avaliação de Amazon Connect

4,0 vor 10 Monaten

Vorteile:

A plataforma somente sobre cobra pelos acessos que usar

Nachteile:

Por enquanto a plataforma me assiste sem falhas.

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Computer-Software, 11–50 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Herkunft der Bewertung

Desconocía el software y estoy sorprendida

4,0 letztes Jahr

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