We performed a comparison between Amazon Connect and Cisco Webex Contact Center based on real PeerSpot user reviews.
Find out what your peers are saying about Genesys, Five9, Amazon Web Services (AWS) and others in Contact Center as a Service (CCaaS)."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."
"The solution reduces the overall cost of migration by approximately 50%."
"There is no technical experience needed to build it. It's easy for beginners to understand and use."
"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."
"It is easy for a beginner to learn to use Amazon Connect for the first time."
"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."
"Amazon Connect is really simple, straightforward, and very flexible."
"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."
"The central management tool, Control Hub, holds significant value for the management team."
"I rate the product's scalability a ten out of ten."
"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."
"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."
"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."
"The product does not have any reporting dashboards."
"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."
"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."
"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."
"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."
"With the solution, I face issues when trying to use the screen share option."
Amazon Connect is ranked 3rd in Contact Center as a Service (CCaaS) with 12 reviews while Cisco Webex Contact Center is ranked 4th in Contact Center as a Service (CCaaS) with 2 reviews. Amazon Connect is rated 8.2, while Cisco Webex Contact Center is rated 9.6. 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 Cisco Webex Contact Center writes "A low-priced product that offers great scalability options". Amazon Connect is most compared with Genesys Cloud CX, Five9, Avaya IX Contact Center, Cisco Finesse and Zendesk Chat, whereas Cisco Webex Contact Center is most compared with Cisco Finesse, Five9, NICE CXone, Genesys Cloud CX and TTEC Humanify.
See our list of best Contact Center as a Service (CCaaS) vendors.
We monitor all Contact Center as a Service (CCaaS) 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.
