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."Amazon Connect is really simple, straightforward, and very flexible."
"The solution reduces the overall cost of migration by approximately 50%."
"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.)."
"In my experience, one of the tool's most valuable features is its ease of use. Setting up a contact center can be done in just a few minutes with a few clicks. This contrasts with the hours or days it might take using other solutions."
"We utilize Amazon Connect to handle customer service interactions, particularly in projects where we provide professional services. For example, when developing an application, we typically set up EC2 instances on AWS. Then, to facilitate communication within our clients' internal networks, we establish connections through Amazon Connect."
"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."
"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."
"It is easy for a beginner to learn to use Amazon Connect for the first time."
"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."
"For enterprises to get maximum use, we often need a dialer system. or example – you have a list of people to call, you load it, and the system automatically dials and connects you without having to manually dial each number. That's the kind of automated outbound dialing feature."
"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."
"The product does not have any reporting dashboards."
"There is room for improvement in certain areas of Amazon Connect. For example, regarding holiday scheduling, the platform lacks a specific feature to declare holidays for companies on fixed dates. While basic hours and weekly schedules can be set, there's no option for declaring specific dates like national holidays. Basic scheduling options exist, but users must rely on Lambda functions for more complex rules and logic."
"Due to network issues, the agent desktop might be affected. If the firewall blocks the agent's desktop, connectivity might be disrupted."
"Amazon Connect should enhance its native agent desktop. Intuitive UI should be present for the agent desktop. Currently, it forces users to rely on third-party CRM integrations. Predominantly, there is no support for full-fledged customization for the native agent desktop. More customization options for the native desktop would be beneficial."
"Amazon recently released a new feature called 'Customer Profiles.' It's intended to be similar to Salesforce. However, feature-wise, it isn't equivalent to Salesforce yet."
"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 13 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.
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