We performed a comparison between Amazon Connect and Avaya IX Contact Center based on real PeerSpot user reviews.
Find out what your peers are saying about Amazon Web Services (AWS), Genesys, Five9 and others in Contact Center Platforms."The best thing about Amazon Connect is that it has everything we need in one place. With other products, we might have to get different tools for different jobs, like recording calls. However, with the tool, it's all there together. Plus, it's cheaper than other options."
"There is no technical experience needed to build it. It's easy for beginners to understand and use."
"The product is cloud-based and easy to operate. We have a broad integration capability, allowing for a multitude of integrations. This gives our customers a good understanding of our product, even if they aren't actively utilizing it. They can easily access and utilize all the features that Amazon's cloud services offer, making integrating with other cloud platforms simpler. It's not a standalone solution, which is advantageous for our customers."
"There are a lot of features with Amazon Connect. One is the pay-as-you-go model. I don't have to buy any infrastructure or servers, licenses, or contracts. From a financial point of view, there's no upfront capital expenditure (capex) cost. Everything is pay-as-you-go."
"Amazon recently launched a new service within Amazon Connect called Workforce Management (WFM). Only a few companies like NICE and Genesys offer comparable WFM solutions. Amazon Connect's WFM features are robust, allowing for agent scheduling, tracking their status (on call, on leave, on break, etc.)."
"The tool's most valuable feature is its simplicity and ease of use. Unlike other cloud contact centers, Amazon Connect allows easy drag-and-drop actions. Additionally, it integrates with other AWS services like Lambda."
"Amazon Connect is really simple, straightforward, and very flexible."
"What I like most is how well it integrates with other AWS services, the ease of implementation, and the robust partner network that supports it."
"It's scalable, it's fast, and it is very robust."
"For a company with technical resources, it's a great tool. But for someone who wants a pre-packaged solution where everything is ready to use with some customization, it's a little more challenging."
"Due to network issues, the agent desktop might be affected. If the firewall blocks the agent's desktop, connectivity might be disrupted."
"Smaller organizations might prefer standalone products like Success KPI WFM or Genesys WFM. Adopting Amazon Connect necessitates using other AWS services, which could lead to higher-than-expected costs. So, the potential for unknowingly increased costs is a con."
"There are two perspectives to consider: one from the development side and the other from the customer's side. From a development standpoint, there are various aspects that Amazon needs to address, such as providing tools or direct development scenarios in Amazon Connect for building contact flows. Some essential reporting features in Genesys are currently lacking in the product."
"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."
"There may be room for security improvement, especially since data is stored in the cloud. While cloud security measures are robust, there may be concerns about data safety compared to traditional server setups."
"Amazon Connect could enhance its service by revising its pricing structure. It operates on a pay-for-call basis. This means that organizations whose call volumes fluctuate, or are heavy at specific times of the day or year, aren't burdened with fixed costs such as hardware liabilities and licenses."
"The product does not have any reporting dashboards."
"Its scalability means that it is not a simple 'install and forget' setup."
Earn 20 points
Amazon Connect is ranked 1st in Contact Center Platforms with 12 reviews while Avaya IX Contact Center is ranked 5th in Contact Center Platforms. Amazon Connect is rated 8.2, while Avaya IX Contact Center is rated 10.0. The top reviewer of Amazon Connect writes "Offers good reliability, works well for hybrid environment, totally managed by Amazon but needs to integrate third-party CRM tools like Salesforce". On the other hand, the top reviewer of Avaya IX Contact Center writes "Offers scalability that will grow with the needs of our business". Amazon Connect is most compared with Genesys Cloud CX, Cisco Webex Contact Center, Five9, Cisco Finesse and Zendesk Chat, whereas Avaya IX Contact Center is most compared with Aspect Via and Genesys Cloud CX.
See our list of best Contact Center Platforms vendors.
We monitor all Contact Center Platforms reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.