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Contact centers, customer service departments, call centers, and customer support operations.
Mid Market and Enterprise Companies who require call center technology.
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.
Sometimes, calls would drop, which could be frustrating for us and our clients.
I think Amazon Connect is good as a phone tree, especially if you need any kind of automatons built in.
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.
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.
It can be a bit annoying. The advice/solutions from Amazon and the internet in general are quite flakey.
This is a fantastic app for use in a call center environment.
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.
This way you can do call backs to keep clients happy. Very good for small business with a lot of time on mobile, busy office or fieldwork.
My call center has been down for DAYS and no one seemed to care. Support is BAD BAD BAD BAD.
Audio quality is very good. Log in credentials easy to follow.
Customer service was worse than horrible. Always offshore call centers reading scripts.
The service is great, and the mobile app was best in class.
Now, we're fighting them on the $8,000 ransom. They are threatening to send us to collections.
It's a good & reliable platform with a wide range of offerings in a single roof.
What they won't tell you when you buy is clicking to accept locks you into a perpetual contract that renews every year with no provision for customers to leave even if the service is terrible.
Amazon Connect
8x8 Contact Center
Top FeaturesAmazon Connect
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8x8 Contact Center
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