Rating
4.5
93 reviews
Categories
10
Founded
1994
Employees
1560000
Amazon Connect is a cloud-based contact center service offering cost-effective customer service with technologies, including machine learning, interactive voice response, and intelligent call routing. It enables companies to provide personalized experiences across channels such as voice, chat, and messaging. Agents can deliver superior experiences using an AI-powered workspace that offers a comprehensive view of the customer. The AI assistant provides real-time responses and recommended actions, reducing training time and after-contact work. Amazon Connect provides analytics and optimization tools for real-time insights, agent performance evaluation, and tailored coaching to enhance customer satisfaction. Workforce management features help forecast contact volume and optimize agent utilization.
Ad spend / mo
$15M
63,260 paid keywords
Paid visits / mo
15,189,003
Organic keywords
118,249,370
Organic visits / mo
618,658,815
Authority
100
4,407,938 ref domains
Creatives run
100
as Amazon.com Services LLC
Active now
100
last 14 days
Advertising since
Oct 2021
4.5+ yrs running
Last seen
today
still active
Running 24 ads on LinkedIn as Amazon Pay India - a paid B2B channel, on top of any Google/Capterra spend. Includes video creative.
The shared messaging across Contact Center & Helpdesk Software advertisers - the validated angles to copy. See the niche →
(93 reviews)
Overall, it’s been a reliable solution for our contact center needs. It works well, especially if you’re already using AWS services. We’ve been able to customize a lot of our workflows and improve how we handle customer calls. There were a few challenges initially while understanding the setup and integrations, but once things were in place, it’s been quite stable. Not perfect, but definitely a good long-term option for a scalable contact center.
Pros: The biggest advantage for us has been how quickly we could get started without heavy setup. It’s fully cloud-based, so no infrastructure headaches. I also like how flexible the contact flows are, once you get used to it, you can build quite complex routing. Integration with other AWS services (like Lambda) is really useful for custom logic. Call quality has been stable most of the time, and scaling up agents during busy periods is very easy.
Cons: The UI can feel a bit clunky at times, especially when managing multiple flows or debugging issues. Reporting is decent but not very advanced out of the box, we had to build custom dashboards to get deeper insights. Also, if you’re not familiar with AWS, there’s definitely a learning curve in the beginning. Some small configuration changes are not very intuitive.
Sonu P. · Systems Analyst · Consumer Goods · April 24, 2026
It’s a powerful, cost-effective cloud contact center. Reliability is top-tier, and the integration with other AWS services like Lambda and Lex makes it incredibly flexible for automation.
Pros: I love the pay-as-you-go pricing and how easily it scales. The drag-and-drop contact flow builder is a game-changer for setting up complex IVRs quickly without needing a telephony background.
| Category | Page | Rank | Placement |
|---|---|---|---|
| Call Accounting | 1 | 9 | - |
| Speech Analytics | 1 | 13 |
Domain confidence 90%
| Keyword they bid on | CPC | Pos | % budget | Landing page |
|---|
| amazon pharmacy | $1000.00 | 1 | 42.6% | www.amazon.com/ |
| amazon in pharmacy | $1000.00 | 1 | 3.8% | www.amazon.com/ |
| amazon prime | $0.20 | 1 | 1.6% | www.amazon.com/amazonprime |
| amazon | $0.03 | 1 | 1.4% | www.amazon.com/ |
| digital marketing | $6.77 | 1 | 1.2% | advertising.amazon.com/lp/grow-your-business-with-amazon-ads |
| amazon fresh | $5.29 | 1 | 1.1% | www.amazon.com/fmc/everyday-essentials-category?almBrandId=cfr1WQ8obY&node=16310101 |
| aws | $8.84 | 1 | 1.0% | aws.amazon.com/free/ |
| supply chain management | $6.40 | 1 | 0.7% | supplychain.amazon.com/campaign/launch?utm_source=google&utm_medium=paid-search&utm_campaign=us-ascs-paid-search-google-launch-2605&utm_term= |
| amazon music | $2.94 | 1 | 0.6% | music.amazon.com/ |
| liquid iv | $33.48 | 3 | 0.6% | www.amazon.com/liquid-iv/s?k=liquid+iv%27 |
| amazon medical | $202.92 | 1 | 0.5% | health.amazon.com/ |
| kindle unlimited | $4.96 | 1 | 0.5% | www.amazon.com/kindle-dbs/hz/subscribe/ku/ |
| ama | $1.33 | 1 | 0.4% | www.amazon.com/ |
| vevor | $18.47 | 2 | 0.4% | www.amazon.com/stores/VEVOR/page/2615D872-3FC0-4EF2-8D48-1BBBB9EA0409 |
| amazon rx | $204.03 | 1 | 0.3% | www.amazon.com/ |
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Cons: The learning curve is steep for AWS beginners. The interface for real-time monitoring feels a bit dated and navigating the AWS console to manage permissions can be a headache.
Anonymous User · Student · Health, Wellness and Fitness · April 6, 2026
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
Anonymous User · Owner · Apparel & Fashion · March 19, 2026
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
Anonymous User · Digital Marketing · Marketing and Advertising · March 5, 2026
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.
Victoria H. · HR Director · Insurance · February 24, 2026
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.
Anonymous User · Software Engineer · Information Technology and Services · January 18, 2026
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.
Yanatha D. · Consultant · Entertainment · November 16, 2025
My team find a smooth setup and a stable performance, and great scalability for managing and testing communication workflows.
Pros: Amazon connect is easy to integrate with AWS ecosystem, the learning curve is short and manageable, it has flexible call flows, and great testing options for QA validation.
Cons: The UI can feel a bit complex for new users, and reporting dashboards could be more intuitive and customizable.
Clara R. · QA Manager · Information Technology and Services · October 22, 2025
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.
Elgiz A. · Software Engineer · Financial Services · August 10, 2025
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.
Anonymous User · Freelance Reviewer · Marketing and Advertising · August 9, 2025
esperienza nel complesso molto positiva, e sono contento che mi abbiano aiutato a risolvere il problema riguardante un loro prodotto
Pros: mi e' piaciuto il modo di comunicare con l'assistente e la collaborazione che quest'ultimo ha messo per aiutarmi a risolvere il problema
Cons: non ho trovato punti negativi, anche perche' sono stati efficienti nel loro lavoro e molto esaustivi
lorenzo g. · dipendente · Food & Beverages · August 7, 2025
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
Brandon R. · Finance · Medical Devices · August 6, 2025
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
Steven E. · Directeur · Music · August 3, 2025
I have no complaints yet. I have enjoyed learning more about Amazon Connect and how it can benefit my company.
Pros: customer support value for money chat with support ease of use call management call monitoring bugs and issues
Cons: NO cons yet- I have been pleasantly surprised with the ease of use and the value for the money. I will update my review as we utilize it more.
Lauren H. · Practice Manager · Veterinary · August 1, 2025
Pros: It's quite easy to use and tech support is quick to resolve any bugs and technical issues that emerge.
Cons: Personally, I love everything about Amazon. If there is anything I would hope to have looked over, I would say of the chat feature are a bit clonky.
Anonymous User · Audit · Hospitality · August 1, 2025
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
sumit y. · Server Engineer · Information Technology and Services · July 31, 2025
Depending on who your support is it can be good, but sometimes it can be more confusing then needed.
Pros: I liked how easy it the support is to connect with between Amazon, I order a lot for my business so the support is nice
Cons: It is sometimes hard to uderstand what the person is saying as the language/accent Barrier can be confusing
Ethan B. · Detailer · Automotive · July 30, 2025
It was a pleasant experience to use the software and navigate the options I had to use. The convenience was the biggest thing.
Pros: I would say the convenience of using it, and how easily accessible it is for people to use. The customer service is really easy to access as well.
Cons: I don't really have a con of when I used amazon connect. I feel like there are always bugs and kinks to work out but none that stood out.
Bre S. · Sales floor · Retail · July 29, 2025
its good and worth using to connect with your customers tho i would recommend you have a good stable internet first
Pros: ease of use compared to other call center applications and chat plus it doesnt cost that much and start up companies can afford to use it as its pay as you go
Cons: connection errors and quality issues from time to time as it can be slow but most of the time its fine
Kristopher H. · Accountant and customer relations · Automotive · July 27, 2025
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
Hariesh S. · Poultry farming · Farming · July 27, 2025
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.
Abhinash K. · Transaction monitoring · Information Technology and Services · July 26, 2025
Pros: Amazon contact is helpful to customers when it comes to return and delivery for the customer’s orders.
Cons: I’m not too familiar with Amazon Connect. I never used Amazon Connect before. Anyone would have to call customer service for help.
Sommer B. · Food and Beverage Staff Member · Entertainment · July 26, 2025
As my overall experience, I love this software. It's quick and efficient to use and real easy to get a hold of some one when needed
Pros: I like the chatting/messaging part of Amazon connect and the assistance received from this software based system.
Cons: Sometimes it has gone slow for me, however, I believe that was more of a signal issue than anything. I don't have any issues besides that.
Desiree S. · Registered behavioral therapist · Hospital & Health Care · July 22, 2025
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
Ahmed B. · Palm auto parts · Automotive · July 20, 2025
Great experience I will be using this product for as long as I am in business and will continue to be an advocate of Amazon connect.
Pros: Simple platform And easy to use self-explanatory cut down on time needed to allocate resources in the company.
Cons: Overall, there were very few negatives the interface could be organized and customized based on your own needs.
Dylan L. · Acupuncturist · Alternative Medicine · July 17, 2025
- |
| Chatbot | 2 | 4 | - |
| Predictive Dialer | 2 | 5 | Shortlist |
| IVR | 2 | 16 | - |
| Call Recording | 2 | 35 | - |
| Telephony | 2 | 37 | Shortlist |
| VoIP | 2 | 39 | - |
| Call Center | 2 | 46 | - |
| Contact Center | 2 | 48 | Shortlist |