I would like to add more outbound features. Right now, it's really strong with inbound but it could be better with outbound calls. In future releases, I would like to see features related to outbound dialing. If they could add an automated outbound feature, similar to a predictive dialer, that would be really helpful.
The product does not have any reporting dashboards. The vendor has released a dashboard feature in the latest release, but it is not a full-fledged dashboard. Since we migrated contact centers, we have had many phone calls with customers. We need some dashboards to manage and analyze the data. It will help agents or supervisors to track everything.
One area for improvement with Amazon Connect lies in the cost structure, particularly for use cases involving smaller data volumes. While it's simple to establish communication channels, the pricing model may result in higher costs for such scenarios. This presents a challenge that organizations may encounter, especially if they aim to optimize efficiency while managing smaller data transfers.
Amazon Connect, or AWS Connect, is a cloud-based contact center solution from Amazon Web Services. The platform stands out for its scalable cloud infrastructure that adjusts to fluctuating demand, eliminating the need to maintain physical hardware. Amazon Connect was developed to give Amazon customers personal, dynamic, and natural experiences. As their team said, "We couldn’t find one that met our needs, so we built it." They made this solution available for all businesses, and today,...
I would like to add more outbound features. Right now, it's really strong with inbound but it could be better with outbound calls. In future releases, I would like to see features related to outbound dialing. If they could add an automated outbound feature, similar to a predictive dialer, that would be really helpful.
The product does not have any reporting dashboards. The vendor has released a dashboard feature in the latest release, but it is not a full-fledged dashboard. Since we migrated contact centers, we have had many phone calls with customers. We need some dashboards to manage and analyze the data. It will help agents or supervisors to track everything.
One area for improvement with Amazon Connect lies in the cost structure, particularly for use cases involving smaller data volumes. While it's simple to establish communication channels, the pricing model may result in higher costs for such scenarios. This presents a challenge that organizations may encounter, especially if they aim to optimize efficiency while managing smaller data transfers.