# Page 4 | Amazon Connect Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 4 - 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

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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/)

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Last updated March 13th, 2026

# Page 4 - Reviews of Amazon Connect

## Showing most helpful reviews

Showing 76-91 of 91 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

AK

Alex K.  
Projektmitarbeiter  
Information Technology and Services  
Used the software for: I used a free trial

### "Super Handling"

February 27, 2025

5.0

Bisher kann ich ausschließlich positiv berichten

Pros

EInfache Handhabung, verständliches Design

Cons

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

Review Source

Jhon V.  
Master of Information Technology  
Telecommunications  
Used the software for: 1-2 years

### "The contact center able to offer a unique user experience"

June 11, 2023

4.0

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.

Pros

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.

Cons

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.

Review Source

VR

Verified Reviewer  
Track and Trace  
Logistics and Supply Chain  
Used the software for: 2+ years

### "Reduce cost in your organization. "

June 17, 2023

5.0

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

Pros

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.

Cons

it has a lot of feature, a lot of information that i think i still have to discover.

Review Source

PB

Paola B.  
Escrevente  
Consumer Services  
Used the software for: 1-2 years

### "Excelência e praticidade no atendimento"

July 28, 2023

5.0

Pros

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.

Cons

No momento, estamos satisfeitos com todos os benefícios que nos disponibilizam e agregam ao nosso cotidiano.

Reason for choosing Amazon Connect

Buscava os principais recursos e benefícios do Amazon Connect, como - Configuração Simplificada, Integração com Tecnologias da AWS que integra perfeitamente a outras soluções da AWS, como o Amazon S3 para armazenamento de dados e o Amazon Lex para criação de chatbots e assistentes virtuais e Recursos Avançados de Roteamento. Por esse motivo, busquei Recursos Avançados de Roteamento

Review Source

VR

Verified Reviewer  
Business Consultant  
E-Learning  
Used the software for: 2+ years

### "It suits our needs"

August 3, 2023

4.0

Pros

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

Cons

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.

Alternatives considered

[Freshservice](https://www.capterra.com/p/132997/Freshservice/)

Reason for choosing Amazon Connect

More cost effective

Switched from

[Talkdesk](https://www.capterra.com/p/132852/Talkdesk/)

Talkdesk didn't meet our needs any more.

Review Source

VR

Verified Reviewer  
Sales Agent  
Telecommunications  
Used the software for: 1-2 years

### "Amazon Connect "

November 8, 2022

4.0

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

Pros

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!

Cons

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.

Review Source

BL

Brooke L.  
Customer service representative  
Computer Networking  
Used the software for: 6-12 months

### "Amazon Connect is excellent!"

April 9, 2024

5.0

Pros

So easy to use and convenient for everyday needs.

Cons

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

Review Source

Gianni R.  
Dirección  
Logistics and Supply Chain  
Used the software for: Less than 6 months

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

October 31, 2022

4.0

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

Pros

Es ideal para negocios rápidos y directos.

Cons

Mas información publicidad y desarrollo de su implementación

Alternatives considered

[Google Meet](https://www.capterra.com/p/176572/Google-Hangouts/)

Reason for choosing Amazon Connect

Es directo cómodo y seguro

Review Source

MK

Melissa K.  
Customer Service Representative  
Health, Wellness and Fitness  
Used the software for: 2+ years

### "Amazon Connect App"

December 1, 2022

5.0

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.

Pros

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

Cons

It occasionally goes down, but usually not for long.

Review Source

SL

Stephen L.  
Relationship support advisor  
Banking  
Used the software for: 2+ years

### "Amazing value for money"

May 9, 2023

5.0

Pros

Solution that is extremely cost effective

Cons

Can't say that I dislike anything about Amazon connect

Review Source

CS

Craig S.  
Scrum Master  
Computer Software  
Used the software for: 6-12 months

### "New journey and it seems great"

June 15, 2022

5.0

Good

Pros

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.

Cons

It's too early in our journey to tell. But so far so good

Review Source

EE

Es E.  
CSR  
Broadcast Media  
Used the software for: 6-12 months

### "Amazon Connect"

February 15, 2023

4.0

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

Pros

Easy to use once you figure out the features. Ability to view queues, track calls and agents. Also allows for historical reporting.

Cons

Sometimes does not ring on inbound calls.

Review Source

AP

Andreina P.  
Dispatcher  
Individual & Family Services  
Used the software for: Less than 6 months

### "Exceeds expectation"

November 10, 2022

5.0

Pros

I love how all my calls come through and that my calls don’t drop at all and I hear my clients absolutely well

Cons

No cons whatsoever. There is nothing to fuss about.

Review Source

VR

Verified Reviewer  
CM  
Computer Software  
Used the software for: Less than 6 months

### "Desconocía el software y estoy sorprendida"

December 9, 2022

4.0

Pros

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.

Cons

De momento no tengo nada negativo que decir de amazon Connect

Review Source

JO

Jérémie O.  
DG  
Apparel & Fashion  
Used the software for: Less than 6 months

### "Amazon connect la gestion de la communication "

July 15, 2023

5.0

Pros

Les appels automatisé et rapide des clients

Cons

La perte de la communication avec le client

Reason for choosing Amazon Connect

Cela répond à mes besoins

Review Source

TLG

Tatiana Leite G.  
assistente  
Facilities Services  
Used the software for: I used a free trial

### "Avaliação de Amazon Connect"

July 20, 2023

4.0

Pros

A plataforma somente sobre cobra pelos acessos que usar

Cons

Por enquanto a plataforma me assiste sem falhas.

Review Source

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