--- description: Review of Amazon Connect Software: system overview, features, price and cost information. Get free demos and compare to similar programs. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: Amazon Connect | Reviews, Pricing & Demos - SoftwareAdvice AU --- Breadcrumb: [Home](/) > [VoIP Software](/directory/4508/voip/software) > [Amazon Connect](/software/352892/amazon-connect) # Amazon Connect Canonical: https://www.softwareadvice.com.au/software/352892/amazon-connect Page: 1 / 5\ Next: [Next page](https://www.softwareadvice.com.au/software/352892/amazon-connect?page=2) > Amazon Connect is a cloud-based contact center service that offers omnichannel customer service using machine learning, interactive voice response, and call routing. The service caters to businesses of all sizes looking to enhance their customer experience, reduce costs, and boost contact center efficiency. Amazon Connect provides a unified workspace for contact center agents. This workspace delivers a holistic view of the customer and uses generative AI to assist agents. The service also offers AI-powered analytics and optimization capabilities. Additionally, supervisors and managers can view real-time insights, evaluate agent performance and provide tailored coaching to improve customer satisfaction. > > Verdict: Rated **4.5/5** by 94 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.5/5** | 94 Reviews | | Ease of Use | 4.4/5 | Based on overall reviews | | Customer Support | 4.4/5 | Based on overall reviews | | Value for Money | 4.3/5 | Based on overall reviews | | Features | 4.4/5 | Based on overall reviews | | Recommendation percentage | 80% | (8/10 Likelihood to recommend) | ## About the vendor - **Company**: Amazon Web Services - **Location**: Seattle, US - **Founded**: 2006 ## Commercial Context - **Pricing model**: Usage Based (Free Trial) - **Pricing Details**: Please contact Amazon Web Services for pricing details. - **Target Audience**: Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based, Mac (Desktop), Windows (Desktop), Linux (Desktop), Chromebook (Desktop) - **Supported Languages**: Arabic, Basque, Brazilian Portuguese, Bulgarian, Catalan, Chinese, Croatian, Czech, Danish, Dutch, English, Estonian, European Portuguese, Finnish, French, Galician, German, Greek, Hebrew, Hindi, Hungarian, Icelandic, Indonesian, Irish, Italian, Japanese, Kazakh, Korean, Latvian, Lithuanian, Malay, Norwegian, Polish, Portuguese, Romanian, Serbian, Serbian, Slovak, Slovenian, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Vietnamese - **Available Countries**: Afghanistan, Albania, Algeria, American Samoa, Andorra, Angola, Anguilla, Antigua and Barbuda, Argentina, Armenia, Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belgium, Belize and 205 more ## Features - API - Activity Tracking - Automated Responses - Automated Routing - Automatic Call Distribution - Call Center Management - Call Monitoring - Call Recording - Call Routing - Call Tracking - Callback Scheduling - Caller ID - Campaign Management - Chat/Messaging - Contact Management - Customer Support - Dashboard - Generative AI - IVR - Interaction Tracking ## Integrations (42 total) - AWS Lambda - Aceyus - Agaralabs - Amazon Aurora - Amazon DynamoDB - Amazon Lex - Amazon Pinpoint - Amazon Redshift - Apple Business Essentials - Bitext - CallMiner Eureka - Centrical - Clinc - Cresta - Cyara ... and 27 more integrations ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support ## Category - [VoIP Software](https://www.softwareadvice.com.au/directory/4508/voip/software) ## Related Categories - [VoIP Software](https://www.softwareadvice.com.au/directory/4508/voip/software) - [Call Accounting Software](https://www.softwareadvice.com.au/directory/4743/call-accounting/software) - [Contact Centre Software](https://www.softwareadvice.com.au/directory/4389/contact-center/software) - [Call Centre Software](https://www.softwareadvice.com.au/directory/4588/call-center/software) - [Telephony Software](https://www.softwareadvice.com.au/directory/1710/computer-telephony-integration/software) ## Alternatives 1. [Ringover](https://www.softwareadvice.com.au/software/120988/ringover) — 4.7/5 (881 reviews) 2. [CallTools](https://www.softwareadvice.com.au/software/223069/calltools) — 4.8/5 (156 reviews) 3. [Readymode](https://www.softwareadvice.com.au/software/171343/Readymode) — 4.6/5 (143 reviews) 4. [Convoso](https://www.softwareadvice.com.au/software/2799/safesoft-contact) — 4.5/5 (395 reviews) 5. [DialedIn CCaaS](https://www.softwareadvice.com.au/software/20027/chasedata) — 4.8/5 (325 reviews) ## Reviews ### "Good, customizable service" — 5.0/5 > **Anonymous User** | *19 March 2026* | Apparel & Fashion | Recommendation rating: 8.0/10 > > **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 > > Positive\! I quite enjoy using the software. It is easy to use if you know what your doing and what you need ----- ### "Great virtual call center solution" — 4.0/5 > **kinury** | *10 June 2025* | Information Technology & Services | Recommendation rating: 8.0/10 > > **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. > > 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. ----- ### "Scalable and User-Friendly Cloud Contact Center Solution" — 5.0/5 > **Piyusha** | *1 June 2026* | Hospital & Health Care | Recommendation rating: 9.0/10 > > **Pros**: What I liked most about Amazon Connect is its flexibility and seamless integration with other AWS services. The platform allows businesses to quickly set up and manage cloud contact centers without requiring large infrastructure investments. The call routing and call management features are highly customizable, which helps improve customer experience and agent productivity. I also appreciate the real-time analytics, monitoring tools, and easy scalability during high call volumes. The chat and communication features are useful for supporting customers across multiple channels. Another advantage is the intuitive user interface, which makes day-to-day operations relatively easy once the initial setup is completed. > > **Cons**: One drawback of Amazon Connect is that the initial setup and advanced configuration can be complex for teams without prior AWS knowledge. Some integrations and custom workflows may require technical expertise or developer support. There are also occasional bugs, call quality issues, or delays during peak usage, although they are not very frequent. Reporting customization can sometimes feel limited, and troubleshooting certain issues may take time. Additionally, customer support response times could be improved for more critical technical concerns. > > My overall experience with Amazon Connect has been very positive. It has helped streamline customer communication and improve operational efficiency through reliable cloud-based call management and omnichannel support features. The system is scalable, secure, and suitable for handling both inbound and outbound communication needs. I particularly value the flexibility of the platform and the ability to integrate with other AWS tools for automation and analytics. While there is a learning curve during setup and occasional technical issues, the overall reliability, functionality, and performance make it a strong choice for modern contact center operations. ----- ### "Not the most efficient system" — 2.0/5 > **Victoria** | *24 February 2026* | Insurance | Recommendation rating: 1.0/10 > > **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. > > My overall experience has unfortunately been awful, I have asked to use my personal phone instead and get reimbursed for calls. ----- ### "Scalable and flexible cloud contact center" — 5.0/5 > **Verified Reviewer** | *6 April 2026* | Health, Wellness & Fitness | Recommendation rating: 10.0/10 > > **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. > > **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. > > 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. ----- Page: 1 / 5\ Next: [Next page](https://www.softwareadvice.com.au/software/352892/amazon-connect?page=2) ## Links - [View on SoftwareAdvice](https://www.softwareadvice.com.au/software/352892/amazon-connect) ## This page is available in the following languages | Locale | URL | | de | | | en | | | en-AU | | | en-GB | | | en-IE | | | en-NZ | | | fr | | ----- ## Structured Data