# Amazon Connect Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Amazon Connect the right Telephony solution for you? Explore 94 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 (94) [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 May 15th, 2026 # Reviews of Amazon Connect Ease of use 4.4 Customer Service 4.4 ## Pros and Cons in Reviews PP Piyusha P Customer SupportHospital & Health Care, 201 - 500 employeesUsed the software for: 6-12 months. “The call routing and call management features are highly customizable, which helps improve customer experience and agent productivity.“ June 1, 2026 Temiloluwa E StudentHealth, Wellness and Fitness, Self-employedUsed the software for: 6-12 months. “The interface for real-time monitoring feels a bit dated and navigating the AWS console to manage permissions can be a headache.“ April 6, 2026 AH Andy H Sales Account ManagerEducation Management, 51 - 200 employeesUsed the software for: Less than 6 months. “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.“ June 12, 2025 Jenna O Digital MarketingMarketing and Advertising, 501 - 1,000 employeesUsed the software for: 6-12 months. “hard to learn, not beginner friendly, limited reporting capabilities, UI is not the most intuitive, wish it was easier to navigate“ March 5, 2026 Victoria H HR DirectorInsurance, 51 - 200 employeesUsed the software for: 6-12 months. “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.“ February 24, 2026 PP Piyusha P Customer SupportHospital & Health Care, 201 - 500 employeesUsed the software for: 6-12 months. “There are also occasional bugs, call quality issues, or delays during peak usage, although they are not very frequent.“ June 1, 2026 PP Piyusha P Customer SupportHospital & Health Care, 201 - 500 employeesUsed the software for: 6-12 months. “The chat and communication features are useful for supporting customers across multiple channels.“ June 1, 2026 Jessieah M C.O.O.Entertainment, 2 - 10 employeesUsed the software for: Less than 6 months. “Basic UI and occasional call quality or dropped-call issues have been reported“ July 16, 2025 ## Showing most helpful reviews Showing 1-25 of 94 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Kristopher H. Accountant and customer relations Automotive Used the software for: Less than 6 months ### "worth the money even for small companies" July 27, 2025 5.0 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 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 YG Yollanda G. technician Information Technology and Services Used the software for: I used a free trial ### "Amazon connect review" July 4, 2025 3.0 i guess i am learning when it comes to use but so far it has been an eye opening experience with great outcomes Pros customer service is always at par. few times when you dont get a reply within a space of 30mins from them Cons the website looks like its overloaded. can take a long time to load especially if you are using a phone Review Source CR Clara R. QA Manager Information Technology and Services Used the software for: 6-12 months ### "Flexible and reliable contact center solution with high communication quality." October 22, 2025 4.0 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. 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 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 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 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 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 Lauren H. Practice Manager Veterinary Used the software for: I used a free trial ### "Amazon Connect" August 1, 2025 5.0 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. Review Source KT Kremena T. Executive Assistant Executive Office Used the software for: I used a free trial ### "A Powerful Contact Center Solution" September 17, 2024 5.0 Pros Easy Integration- seamlessly integrates with other AWS services, enhancing overall functionality. Scalability- highly scalable, making it suitable for businesses of all sizes. AI-Powered Features- utilizes AI for real-time performance improvements and natural language understanding. User-Friendly Interface- intuitive drag-and-drop interface for building call flows. Flexible Pricing- pay-as-you-go pricing model, making it cost-effective. Cons Limited Non-Phone Features, and primarily focused on telephony, with fewer features for non-phone use cases. Occasional connection errors reported, which might affect call quality. Advanced features may require technical expertise to set up. Switched from [Talkdesk](https://www.capterra.com/p/132852/Talkdesk/) It was company's decision and we were not informed why Review Source SA Shubham A. Manager of Engineering Computer Software Used the software for: 2+ years ### "A brilliant platform for contact centers" July 8, 2023 5.0 Pros The pay-as-you-go pricing is very enticing, and so is the ability to customize the UI of the agents and provide them with real-time advice on how to deal with various calls. Cons There is no SMS support. 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. Alternatives considered [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[RingCX](https://www.capterra.com/p/242186/RingCentral-Contact-Center/)[Twilio Flex](https://www.capterra.com/p/223888/Twilio-Flex/) Reason for choosing Amazon Connect We chose Amazon Connect due to its cost-effectiveness and ease of integration. 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 FDS FLAVIA DENISSE S. SENIOR Architecture & Planning Used the software for: 6-12 months ### "Flexible and Scalable Contact Center Solution with Room to Grow" May 13, 2025 4.0 Overall, Amazon Connect has been a solid solution for managing customer interactions. It's scalable, reliable, and integrates well with our existing systems. It helped us improve customer experience while reducing operational costs. While there were some technical hurdles at the beginning, the benefits outweighed the challenges. AWS documentation and community support helped fill the gaps during implementation. Pros What I liked most is how quickly we were able to set up a cloud-based contact center without needing specialized hardware. The integration with other AWS services like Amazon Lex and Polly makes it easy to implement intelligent automation, and the visual interface for designing contact flows is intuitive and powerful. Also, the pay-as-you-go pricing model gives great flexibility and cost control. Cons The initial learning curve can be steep, especially for teams unfamiliar with AWS services or cloud infrastructure in general. Some limitations exist in the default reporting capabilities, and advanced configurations often require additional AWS services or custom development. 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 AR Alejandro R. Marketing Manager Marketing and Advertising Used the software for: 6-12 months ### "Offered a well-integrated solution for meeting the needs of customers" April 18, 2025 4.0 Pros Amazon Connect is product with AI integrated in agents’ work process in order to improve the overall interaction with customers. It has real-time processing, which enables the enhancement of performance and facilitates quick and accurate decision making for operations across different channels of customer touchpoints. Cons The systemcould be extended and improved for data sharing through interfacing external systems. Integrating it with other CRM systems is not always seamless, and critical data discrepancies arise, and it becomes difficult for agents to track a customers record. Review Source SM Shenice M. Leasing Real Estate Used the software for: Less than 6 months ### "Try Amazon Connect" May 30, 2025 5.0 allow staff to proactively engage in customers relevant information. Appt reminders, etc. Provides real-time and historical analytics to track customer interactions. Pros Easy to use, scalable, and offers a wide range of features to use throughout office staff on an everyday basics Cons everything is wonderful no complaints, powered by AI. Designed to help reduce cost and promote operational insights Review Source anA amira nour A. Account manager E-Learning Used the software for: I used a free trial ### "A powerful tool for customer service with room for improvement " June 26, 2025 4.0 Amazon Connect is a robust tool that can significantly improve customer interactions, but it has a few areas that could benefit from enhancement. Pros \-Ease of use as the interface is user friendly. -cost effective as pay as you go pricing help businesses manage cost effectively. Cons \-It takes a quite long time to get answers from customer support. -as a cloud based service,a stable internet connection is essential which might be a concern in areas with poor connectivity Review Source DS Desiree S. Registered behavioral therapist Hospital & Health Care Used the software for: Less than 6 months ### "Amazon connect review" July 22, 2025 5.0 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. Review Source BE Braya E. Disbursement coordinator Accounting Used the software for: I used a free trial ### "I really like it!!!!!!" July 14, 2025 4.0 My overall experience with using amazon connect is more great than not. I only gave it four stars because of the calls dropping. Other than that I would recommend to my friends and co workers! Pros I love that it offers a single interface for handling calls, chats, and other interactions. Its like a one stop shop and I love it! Cons Sometimes it drops calls with no warning or explanation and also takes a while to get back to working like its supposed too! Review Source DN Dominik N. CEO Electrical/Electronic Manufacturing Used the software for: I used a free trial ### "Amazon connect was great " April 8, 2025 5.0 It was great and really easily accessible Pros Everything it was so easy and accessible Cons Nothing it was great everything went well Review Source eV erlinda V. maintenance Internet Used the software for: I used a free trial ### "best service " February 25, 2025 5.0 it is great! I love the service it is amazing Pros How fast the customer service is and quickly you get responded. Cons nothing the service is great, keep up the good work! Review Source DF Deise F. Corretora Imobiliaria Real Estate Used the software for: I used a free trial ### "Connect with Amazon Connect" January 9, 2025 5.0 I haven't used it yet, but from the research I carried out it meets my needs. Pros It's easy to use. The cost is low and I can serve any company. Great value for money. Cons It could be free. But the charge for the cost of the service provided is understandable. Review Source MD Maria D. cfo Medical Practice Used the software for: Less than 6 months ### "amazon review" March 7, 2025 3.0 Every time I have used it, it has been pretty simple. Pros We can get quick answers with any simple problem you might have. Cons Hard to get a human when you have a difficukt issue. Review Source DP Darian P. Team Lead of Internal Tools Insurance Used the software for: Less than 6 months ### "Review of Amazon Connect" September 29, 2021 3.0 I think Amazon Connect is good as a phone tree, especially if you need any kind of automatons built in. 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. That being said, it couldn't really fit our use case where it had to be an office user's main phone system. If you are using agents who take calls in a round-robin manner like a standard call center, it could work but we weren't doing that so it didn't work for us. Pros We liked how Amazon Connect allowed us to interact with custom code written on AWS Lambda along with the chatbots. We first prototyped using Amazon Connect with having an automated payment system and automated call trees. When the pandemic hit, we were able to quickly setup users to use it as a cloud-based phone system due to the simplicity of the UI. I think its one of very few phone systems / contact center solutions that allow for writing any kind of custom logic while a caller is on the phone. Cons At the time, we didn't like the small feature set of Amazon Connect in regards to being a contact center / phone system solution. 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. We had only been using Connect as an interim solution to our contact center needs while we figured out a more permanent fix. Reason for choosing Amazon Connect We initially chose Amazon Connect because it allowed a fully automated "chatbot - user" experience which was heavily customizable. Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.