# Page 2 | Amazon Connect Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - Is Amazon Connect the right Telephony solution for you? Explore 91 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/234575/Amazon-Connect/reviews --- Amazon Connect 4.5 (91) [View alternatives](https://www.capterra.com/p/234575/Amazon-Connect/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Page 2 - Reviews of Amazon Connect ## Showing most helpful reviews Showing 26-50 of 91 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use DS Daniela S. Universidad Alternative Medicine Used the software for: Less than 6 months ### "Una solución práctica para centros de trabajo " July 4, 2025 5.0 Amazon Connect me ha parecido una herramienta muy práctica. Lo mejor es que es fácil de usar y puedes atender llamadas, chats y más desde un solo lugar, sin gastar en equipos caros. Además, la inteligencia artificial que incluye para automatizar tareas y analizar conversaciones es un gran plus, y solo pagas lo que usas. Al principio puede parecer algo complicado si no conoces mucho sobre tecnología o AWS, pero una vez que te familiarizas, funciona de maravilla. En general, es una solución muy completa y flexible.un Pros Es fácil de usar, se configura en minutos y se paga solo por lo que se usa. Además, incluye inteligencia artificial para automatizar tareas, analizar llamadas y ofrecer una atención rápida, personalizada y eficiente. Ideal para empresas que buscan mejorar su servicio al cliente sin complicaciones. Cons el inicio puede ser complicado de configurar si no tienen experiencia con AWS. También la personalización avanzada requiere conocimientos técnicos o de programación. Otro aspecto es que, aunque el costo es flexible, puede aumentar si no se controla bien el uso de llamadas o funciones adicionales como la transcripción o IA. Review Source Victoria H. HR Director Insurance Used the software for: 6-12 months ### "Not the most efficient system " February 24, 2026 2.0 My overall experience has unfortunately been awful, I have asked to use my personal phone instead and get reimbursed for calls. Pros The only thing I like about Amazon Connect is we don't have to use our personal phones and can you this line for external calls when it is working. Cons Almost Everything! You have to go to various steps to connect, sometimes it leaves blank messages, sometimes it does not connect and you have to put in a ticket and it takes awhile to get support. Then they just jump on teams when someone is available without a scheduled time. Also it is not reliable, many call saying they called me and it does not ring or allow messages sometimes. Review Source sumit Y. Server Engineer Information Technology and Services Used the software for: 2+ years ### "Best Soft Phone " July 31, 2025 5.0 Good experience overall—stable, smooth, and perfect for support use as it give best call management features confrence calls contacts saving and much more i loved the product Pros Amazon Connect is simple, reliable, and works from anywhere. The UI is clean and easy, with good call quality and AWS integration. Call monitoring is even amazing live calls can be transmitted . Cons Needs noise cancellation like Zoom or Teams for better calls in noisy environments.Own sound management will do the job its a good to have feature Switched from [Avaya Spaces](https://www.capterra.com/p/202737/Avaya-Spaces/) Both Avaya softphone and Hardphones are not giving results which are expected Review Source VR Verified Reviewer Software Engineer Information Technology and Services Used the software for: 1-2 years ### "Good call center software" January 18, 2026 5.0 Overall I like this product, it provide the basic calling and chat system to our customer, and it is reliable. Pros We use amazon connect to power out chat and call systems, amazon connect is a secure contact center software and the price is totally worth the money, there are some learning curve on how the software behaves, but overall good call center software. Cons It is very hard to customize Amazon Connect and there are documentation online about customizing the software but not as detail as a truely opensource software. Switched from [Twilio](https://www.capterra.com/p/180158/Twilio-Communications-Platform/) Twilio is lack of international coverage Review Source Steven E. Directeur Music Used the software for: Less than 6 months ### "Solution cloud efficace et flexible pour la gestion des appels" August 3, 2025 5.0 Bonne expérience globale, le logiciel est efficace, fiable et s’intègre bien avec d'autres outils AWS. Pros La flexibilité du système est aussi un gros point fort : on peut facilement intégrer Amazon Connect avec d’autres services AWS comme Lambda, DynamoDB ou S3, ce qui permet d’automatiser certaines tâches. Cons Interface parfois lente, configuration complexe au début, support client pas toujours réactif mais superbe Review Source kA kinury A. Cloud Engeneer Information Technology and Services Used the software for: 2+ years ### "Great virtual call center solution " June 10, 2025 4.0 Great to interconnect employees and easy to learn the curve for employees. We love that we no longer require a physical phone on each desk. Pros Their virtual call center console, the fact that you have all logs in one console, and being able to export the data for its analysis. Cons Quality for calls is not always the best (audio); sometimes call are connected without having a ring. Review Source Abhinash K. Transaction monitoring Information Technology and Services Used the software for: 6-12 months ### "Reliable IVR with simple interface and ease of usage" July 26, 2025 5.0 It is an efficient way of tracking any tasks and provides useful analytics tool to record all customer interaction. At a glance, it allows you to see the call history to be able to better serve customer as the user is able to understand the history of the clients' concerns. Pros The design of Amazon Connect is simple and easy to modify the contact flows. Along with bringing onboard new users the setup is relatively easy. Integrations with different CRM are also easy and simple to support. Cons There needs to be a feature to complete certain actions on mass, such as creating queues, predefined attributes etc. These should be able to digest a csv and create in mass instead of having to force us to create them manually one at a time. Review Source Hariesh S. Poultry farming Farming Used the software for: Less than 6 months ### "Pros and cons of Amazon connect " July 27, 2025 3.0 Amazon Connect receives positive feedback for its user-friendly interface, ease of deployment, and integration with other AWS services. However, some users find the platform has a steep learning curve, particularly for advanced features, and mention technical complexity when customizing call flows or integrating with external systems. Pros Ease of Use and Accessibility Scalability and Flexibility Integration and Customization Real-Time Analytics and AI Quick setup Cons Steep learning curve and technical complexity Limited built-in features Customer support/service frustrations Review Source AB Ahmed B. Palm auto parts Automotive Used the software for: 6-12 months ### "0616262636" July 20, 2025 5.0 I have purchased several times and everything is fine. All appreciation and respect to all the workers. Pros Amazon is a global company for buying, selling and delivering to the home. This is a good company.go Cons When the goods arrived, I did not like the refund from the company party with the shipper.the time72 Review Source VR Verified Reviewer Freelance Reviewer Marketing and Advertising Used the software for: I used a free trial ### "Great option for managing clients calls" August 9, 2025 4.0 my overall experience with Amazon connect is positive since it provides reliable platform for controlling both incoming and outgoing calls. it provides a good and clear quality for audios as well. Pros The first thing that i like most about Amazon connect is that you can use it easily and it managed all your costumers incoming and out going calls. also it helps you to save your time and energy since it evaluates the quantity of costumers. you have been referring to the right center for chatting and solving your bugs and issues. the other things is that all calls are monitoring so it does not need to repeat your problems again and again. it is a reliable choice for every businesses .i really admire this service. Cons the things that i like least is that the initial setup may takes much time and needs a certain knowledge so that not every one has this level of knowledge. and may be can be confusing for the new users. Review Source SK Samuel K. Senior researcher Education Management Used the software for: 1-2 years ### "A game changer customer contact tool" June 11, 2025 4.0 Pros I love the user friendly interface making it super smooth to navigate in the tool, the working speeds are modest Cons The tool works smoothly so far and i have not experienced many issues to date only downside is that some features have issue working. Review Source RI Riana I. Account Manager Events Services Used the software for: 6-12 months ### "Good for call centre" May 10, 2025 3.0 It has been okay. Very good for call centre but not as great for a direct line for an employee. Makes it hard to decline calls or see a call log Pros It is designed very well for a call center. I like how you can record calls for safety purposes and makes it easy to track teammates calls taken, minutes, etc. Cons I don’t like how there is a long messages that needs to be played in the beginning. I also think it should be easier to decline a phone call rather than leaving the caller on hold and still ringing Switched from [Cisco Jabber](https://www.capterra.com/p/212050/Cisco-Jabber/) Contract with Cisco ended with company and new contact with AWS Review Source JM Jazzmen M. CEO Arts and Crafts Used the software for: 1-2 years ### "Amazontasic" May 5, 2025 5.0 Pros That their customer service agent gets to you immediately without a long wait. But once you do speak to someone they get the job done. Cons I least like that the drivers tend to not follow procedures and protocols when it comes to delivering as a part of coroner service Review Source MW Mindi W. Customer Service Agent Business Supplies and Equipment Used the software for: 1-2 years ### "Amazon connect " May 20, 2025 4.0 I wouldn't say it was terrible but I wouldn't recommend it either, It is easy to access and nice to have the call flow Pros Amazon Connect offers a core set of features for handling calls and chats, with integrations with other AWS services for more advanced functionalities Cons It disconnects a lot always had issues with quality connection, no support and freezes a lot. Spent a lot of time refreshing Review Source BR Brandon R. Finance Medical Devices Used the software for: 6-12 months ### "Support but it is necessary?" August 6, 2025 4.0 Pros The customer support that has been helpful and well knwoledge, as well the chat support that is accessible Cons Some bugs and issues that occurs in a frequent way, we have identify those and now we know how to fixed them but the ideal it's not to have them Review Source VR Verified Reviewer Digital Marketing Marketing and Advertising Used the software for: 6-12 months ### "Scalable and diverse for marketing needs, but wish UI was better" March 5, 2026 4.0 Pros Omnichannel marketing, highly scalable, AI features and functionalities, cloud-based, but integrates well with existing products Cons hard to learn, not beginner friendly, limited reporting capabilities, UI is not the most intuitive, wish it was easier to navigate Review Source Priscìla C. Gerente Photography Used the software for: Less than 6 months ### "Tudo Perfeito" May 23, 2025 5.0 Muito fluido e fácil de utilizar, adorei a usabilidade. Fácil de encontrar as funções e quando não acho de primeria, a procura é breve. Pros Praticidade, rapidez e agilidade no dia a dia. Posso focar em outras tarefas e não fico perdendo tempo Cons Podia ter um pouco mais de autonomia para gerenciar as tarefas do dia a dia, se tivesse, ficaria perfeito! Review Source JS Jelfry S. Customer care Consumer Services Used the software for: 2+ years ### "Amazon connect is the best contact software" March 10, 2025 5.0 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. Pros 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. Cons Just a few topics options when chatting with the bot, but that can be totally customizable as you wish. Review Source TJ Taylor J. Medical Assistant Medical Practice Used the software for: I used a free trial ### "Amazon Connect " June 20, 2025 5.0 Amazon Connect is a reliable and flexible cloud-based contact center solution. It offers great value, especially for teams looking to scale without high upfront costs. While there’s a slight learning curve for those new to AWS, the platform delivers smooth performance, solid customization options, and strong integration with other tools. Overall, a great choice for businesses wanting a modern, cloud-first approach to customer service. Pros Amazon Connect is a powerful, cloud-based contact center solution that offers scalability, flexibility, and deep integration with other AWS services. It's designed to help businesses deliver more personalized, efficient customer service experiences—without the traditional overhead or limitations of on-premise systems. Cons Honestly, I didn’t run into any major issues while using Amazon Connect. If I had to name one con, it would be that the system does take a little time to learn if you’re not already familiar with AWS tools. It’s not a deal-breaker at all, just something to keep in mind if you're new to cloud-based platforms. Once you get the hang of it, it runs smoothly. Review Source VR Verified Reviewer Owner Apparel & Fashion Used the software for: 6-12 months ### "Good, customizable service" March 19, 2026 5.0 Positive! I quite enjoy using the software. It is easy to use if you know what your doing and what you need Pros I find it super easy to use and manage. I find it super simple and easy. Super customizable as well. Cons How customizable it can be is a bit of a challenge at times. Its very much lego like in how you build everything Review Source SK Shobhit K. Asst. Manager-T and C Events Services Used the software for: 1-2 years ### "An excellent tool to set up and manage customer service operations." March 9, 2025 5.0 Amazon Connect is a great tool from an ease of use, scalability, and integration perspective, I found it a useful product from Amazon Web Services (AWS). Pros Amazon Connect is an amazing platform to manage customer service effectively. Cons The user interface is basic and has room for improvement. Review Source EA Elgiz A. Software Engineer Financial Services Used the software for: 6-12 months ### "Easiest and most effective communications tool on the market." August 10, 2025 5.0 Very positive and easy to set up with not much background knowledge and very easy to integrate with rest of the system. Pros The most favorite thing is how easy it is to setup and scale. It is very easy to integrate with the rest of the tools and honestly one stop shop for Customer Agents. Cons Although it is one of the best tools in the market, it comes at a cost but most of the times this cost is absolutely worth it. Review Source YD Yanatha D. Consultant Entertainment Used the software for: 2+ years ### "Amazon Connect - Connecting all the dots" November 16, 2025 5.0 My overall experience with Amazon connect has been a positive one. The conversational flow with Amazon Connect was excellent. Pros For the value for money, learning curve, conversational flow, security, and call management Amazon Connect can't be beat. I've have no bugs and issues and the chat has been super helpful Cons There is nothing that I like least about Amazon Connect. Review Source AH Andy H. Sales Account Manager Education Management Used the software for: Less than 6 months ### "Is Amazon Connect Right for You? Pros, Cons, and Key Takeaways" June 12, 2025 5.0 Overall, Amazon Connect earns strong marks for its scalability, affordability, and deep integration with AWS tools which makes it a solid choice for tech-forward organizations. Pros Amazon Connect is a scalable, cloud-based contact center platform praised for its easy setup, pay-as-you-go pricing, and seamless integration with other AWS services. I love in particular its flexibility and AI features. It's a great fit for tech-savvy teams who want customization power over a plug-and-play experience. Cons I think the biggest frustrations with Amazon Connect center around its steep learning curve, especially when setting up advanced features without AWS expertise. My coworkers and I found the out-of-the-box reporting tools limited and had to rely on custom solutions or third-party add-ons. We also witnessed some occasional call quality issues and a basic user interface that could use more polish. Review Source TZ Tony Z. Senior Cloud Engineer Facilities Services Used the software for: 2+ years ### "Flexible and Scalable Contact Center Solution " May 18, 2025 4.0 Amazon Connect is a great contact center service, especially in terms of its flexibility, scalability, and integration capabilities within the AWS ecosystem. Pros Easily scales up or down based on call volumes without upfront infrastructure investment. Cons While basic setup is straightforward, building complex contact flows and integrations requires AWS expertise. Review Source Similar Products Featured