We performed a comparison between Five9 and Amazon Connect based on the reviews we collected for contact center solutions, and the below key aspects emerged:
In summary, Amazon Connect is ideal for businesses seeking a flexible, scalable solution that can be customized to specific needs, leveraging AWS's extensive infrastructure and services. Its pay-as-you-go pricing model is suitable for varying demands. Five9, on the other hand, offers an all-in-one solution with a wide range of features ready out of the box. It is preferred for its quicker setup, comprehensive support, and straightforward per-seat pricing model, making it suitable for businesses looking for a complete package without the need for extensive customization.
"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 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."
"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."
"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."
"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.)."
"Amazon Connect is easy to learn."
"The solution reduces the overall cost of migration by approximately 50%."
"Amazon Connect is really simple, straightforward, and very flexible."
"Before using the WFO and its analytics, our quality teams would listen to only 5 percent of contacts a week, per employee, which is a very small part of what an employee is doing... Now, this tool does an automatic evaluation of 100 percent of their calls. It has certainly helped the QA teams in their training, and that, in turn, helps our clients."
"I like the fact that I can customize the cadencing. I can drill in and create custom contact point cadencing for all of our different categories of leads. We attack some people more aggressively, but others much more softly. I have much more confidence that things aren't slipping through the cracks. It continues to bring customers up for us until they've either moved through the cycle or we've removed them from the cycle. It gives us greater peace of mind. The ability to get in quickly and customize many of those pieces easily was appealing to us."
"It helped reduce costs in our organization. We've saved on staffing and we've saved on software by 10% to 15%."
"The tool enables easier management."
"I like the capability of call and screen recording. It has helped us to hold our agents accountable to the expectations for the role. It creates a clearer picture than giving feedback that is just based on calls that we may have listened to, but we do not have anything to show the agents themselves."
"When it comes to drop calls, we don't have a problem. They are performing to our satisfaction."
"The admin platform is easy to use and navigate. That has been incredibly useful for us because it has given us the ability to self-provision in a lot of situations. The ability to create and track data elements has also been a valuable addition."
"Five9's most critical feature is a common user interface that delivers consistent customer service across various channels."
"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."
"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."
"The scalability needs improvement."
"Due to network issues, the agent desktop might be affected. If the firewall blocks the agent's desktop, connectivity might be disrupted."
"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."
"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."
"The product does not have any reporting dashboards."
"There are some minor issues with some of their filtering that I'd like them to handle on their back end. The only limitation I can think of is that I'm always looking backward and can't look forward. I can't see how many calls are scheduled for tomorrow based on our system."
"Five9 Omnichannel’s UI could be improved."
"I would like to see more of the functions from the original Five9 adapter included in the Salesforce Plus adapter, as they do not automatically update when Five9 releases new features."
"The SMS feature could use some improvement as far as the opt-out process goes."
"Five9 has an active-passive high-availability model. I would prefer active-active."
"The pricing could be improved. It is set in US dollars, so it doesn't account for the exchange rate with other regions."
"The knowledge base of their support is not as strong as the IVR build."
"Maybe they could do better on how we access all the data if we want the data to work outside of Five9. Sometimes, that's not the easiest process. It's not bad, but if there's an area for improvement, that could be one."
Amazon Connect is ranked 1st in Contact Center Platforms with 13 reviews while Five9 is ranked 3rd in Contact Center Platforms with 20 reviews. Amazon Connect is rated 8.2, while Five9 is rated 8.6. 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 Five9 writes "Interaction analytics evaluates all our agents' calls, helping us identify and train agents who are struggling". Amazon Connect is most compared with Genesys Cloud CX, Cisco Webex Contact Center, Avaya IX Contact Center, Cisco Finesse and Zendesk Chat, whereas Five9 is most compared with Genesys Cloud CX, Cisco Webex Contact Center, 8x8 Contact Center, NICE CXone and Cisco Contact Center Enterprise. See our Amazon Connect vs. Five9 report.
See our list of best Contact Center Platforms vendors and best Contact Center as a Service (CCaaS) 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.