Audience
Companies of all kinds that want to provide great customer service at an affordable cost
About Amazon Connect
Amazon Connect is an easy to use omnichannel cloud contact center that helps companies provide superior customer service at a lower cost. Over 10 years ago, Amazon’s retail business needed a contact center that would give our customers personal, dynamic, and natural experiences. We couldn’t find one that met our needs, so we built it. We've now made this available for all businesses, and today thousands of companies ranging from 10 to tens of thousands of agents use Amazon Connect to serve millions of customers daily. Designed from the ground up to be omnichannel, Amazon Connect provides a seamless experience across voice and chat for your customers and agents. This includes one set of tools for skills-based routing, powerful real-time and historical analytics, and easy-to-use intuitive management tools – all with pay-as-you-go pricing, which means Amazon Connect simplifies contact center operations, improves agent efficiency, and lowers costs.
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Pricing
Free Version:
Free Version available.
Integrations
Company Information
Amazon
Founded: 1994
United States
aws.amazon.com/connect/
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Product Details
Platforms Supported
Cloud
Training
Documentation
Live Online
Support
Phone Support
Online
Amazon Connect Frequently Asked Questions
Q: What kinds of users and organization types does Amazon Connect work with?
Amazon Connect works with these users and organization types: Mid Size Business, Small Business, Enterprise, Freelance, Nonprofit, Government, and Startup.
Q: What languages does Amazon Connect support in their product?
Amazon Connect supports these languages: English.
Q: What kind of support options does Amazon Connect offer?
Amazon Connect offers support via phone support and online.
Q: What other applications or services does Amazon Connect integrate with?
Amazon Connect integrates with: Amazon Q, AmplifAI, Armour365, AskSid, Augment CXM, Aura365, Automate365, Calabrio Quality Management, Eleveo, Clarity Connect, Clinc, Cogito, CommunityWFM, Cresta, DVSAnalytics, Microsoft Dynamics 365, eGain Cobrowse, eGain Solve, eGain Virtual Assistant, CallMiner Eureka, Gambio, Gnani Bot Builder Platform, Gong, HERE, and Avotus ReflectR and more.
Q: What type of training does Amazon Connect provide?
Amazon Connect provides training in the form of documentation and live online.
Amazon Connect Product Features
Call Center
Blended Call Center
Supported
Call Logging
Supported
Call Recording
Supported
Escalation Management
Supported
IVR / Voice Recognition
Supported
Queue Management
Supported
Real-time Chat
Supported
Reporting/Analytics
Supported
Call Scripting
Not Supported
Campaign Management
Not Supported
Database
Not Supported
Inbound Call Center
Not Supported
Manual Dialer
Not Supported
Outbound Call Center
Not Supported
Predictive Dialer
Not Supported
Progressive Dialer
Not Supported
Customer Service
Alerts / Escalation
Supported
Call Center Management
Supported
Live Chat
Supported
Performance Metrics
Supported
Surveys & Feedback
Supported
Appointment Management
Not Supported
Email Management
Not Supported
Knowledge Base
Not Supported
Queue Management
Not Supported
Self Service Portal
Not Supported
Social Media Integration
Not Supported
Virtual Assistant
Not Supported
Workflow Management
Not Supported
