Amazon Connect

Super Handling

Kommentare: Bisher kann ich ausschließlich positiv berichten

Vorteile:

EInfache Handhabung, verständliches Design

Nachteile:

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

The contact center able to offer a unique user experience

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.

A Powerful Contact Center Solution

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.

Amazon connect is the best contact software

Kommentare: My experience has been awesome, i can complain at all. Very user friendly. If for reasons you lose the track of the chat, you can go back, maybe with another agent, but they will be able to see what you were contacting them.

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.

amazon review

Kommentare: Every time I have used it, it has been pretty simple.

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.