Amazon Connect is a modern contact center solution developed by AWS. It is fully cloud-based and scalable from a few users to thousands. Connect offers all the necessary modern functionalities and many AI-based ways to improve the customer experience.

Amazon Connect major benefits

  1. Easy Setup and Management: Amazon Connect can be deployed with just a few clicks in the AWS Management Console, and call routing paths and logics can be easily created by clicking - no coding or complex installations required.
  2. Openness and Integrability: Amazon Connect is an open system that easily integrates with other systems, such as CRMs, through APIs and ready-made Connectors, enabling the creation of personalized customer experiences.
  3. Customizability and Scalability: The service scales according to the fluctuations of your business without the need for your own infrastructure.
  4. Reliability: Amazon Connect operates on the Amazon Web Services infrastructure, which has high availability, fault tolerance, and scalability around the world.
  5. Pay-As-You-Go Pricing: Amazon Connect's pricing is based on a pay-as-you-go principle or per call minute. There are no contracts, licenses, startup fees, or monthly minimums.
  6. AI-Ready: You can utilize AWS's AI services to enhance your business and improve the customer experience.

    In short: Amazon Connect is a flexible, scalable, and user-friendly Contact Center solution that operates from the cloud and leverages artificial intelligence to improve the customer experience.



Advanced features and a strong focus on the future development

  • "Amazon Connect offers many modern functionalities such as a graphical flow builder for call routing and IVR menu creation, setting multi-language prompts directly as text, callbacks and voicemails, as well as comprehensive reporting and team leader tools.
  • Connect has ready-made, versatile APIs that make building integrations flexible. Amazon Connect can also directly utilize other AWS functionalities, such as the Text-to-speech solution Amazon Polly, the voice-operated Amazon Lex, and call transcription with Transcribing.
  • Amazon Contact also offers a Chat channel, where the same versatile functions as in the phone channel are available. There are also ready-made components for installing the chat on websites. With Lex, you can build your own Chatbot, even using generative artificial intelligence.
  • The deployment of Amazon Connect is fast. An environment can be set up quickly, even within an hour. Existing numbers can be transferred to Amazon Connect, or new numbers can be activated from almost anywhere in the world.
  • Amazon Connect also continuously evolves as part of AWS's world-leading cloud platform. The research firm Gartner has recognized Amazon Connect as one of the Leaders in its 2023 Magic Quadrant analysis. This demonstrates that Amazon Connect is a solution for the future, backed by AWS's product development expertise and resources.
  • Fullon Advisors can assist in all needs related to Amazon Connect (e.g., assessments, calculations, implementation, ongoing development).
Would you like an assessment of Amazon Connect's suitability for your business - possibly without any cost?

Fullon Advisors is an official AWS Services partner, and we can conduct an Amazon Connect Assessment for your company. We review the current state of your Contact Center and the desired future state, and compare this with the features of Amazon Connect and other AWS solutions, building a concrete plan on how to achieve the desired state. AWS can, under certain conditions, fund this assessment work - you could get an expert analysis of your Contact Center done at no cost!

Two minute video on  Amazon Connect:

Other AWS services complement and elevate the solution to a leader

AWS offers a wide range of other ready-made services that work together with Amazon Connect:
  • With Transcribe, you can automatically transcribe calls. Transcribe converts speech to text, making it easy to utilize, for example, in analyzing calls with artificial intelligence. Transcribe also works in Finnish.
  • Lex is a solution for building chatbots. Chatbots can respond to open questions, gather information, and enable tasks such as making appointments or placing orders. Lex can be integrated with AWS's artificial intelligence solutions, multiplying the chatbot's applications.
  • With Translate, you can create a multilingual chat solution, either for live chat with agents or for a chatbot. You can therefore offer chat in any language, and agents can respond in any language. With Translate, translations happen in real time. You can also improve translations by bringing in your own specialized vocabularies.
Read more about AWS solutions:

Amazon Connect
Amazon Lex
AWS Kendra
AWS Translate
AWS Transcribe
AWS Bedrock

Are you looking for a Contact Center platform that integrates with Salesforce?

  • Amazon has built ready-made integrations for Salesforce. The basic CTI integration does not bring additional costs and offers many customizable functionalities. The Salesforce Service Cloud Voice concept adds more functionalities to Salesforce, including placing the phone directly into the OmniChannel widget and routing calls with OmniChannel Flow functions.
  • We have worked with numerous phone systems integrated with Salesforce. Currently, Amazon Connect is one of the best, due to its versatility, rapid implementation, and low cost level. Ask us for more details about our experience.
  • We have experience in implementing the Amazon Connect system as part of Salesforce's Service Cloud. We can assist with both Amazon Connect and Salesforce functionalities.

Fullon Advisors is an official Amazon Connect and Salesforce partner, so we have strong expertise in both platforms and in integrating them.

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