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.
"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."
"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 Connect is easy to learn."
"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 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."
"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."
"It is easy for a beginner to learn to use Amazon Connect for the first time."
"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%."
"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."
"Five9's most critical feature is a common user interface that delivers consistent customer service across various channels."
"Five9 has made our contact center more flexible by taking it to the cloud. The user experience for agents is great because everything is on one dashboard, from the dialer to the workflows for transferring calls and creating tickets."
"The reporting is good, and we're testing AI summaries now. Also, the workflow automation feature, so far, has been good."
"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."
"The tool enables easier management."
"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."
"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."
"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."
"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."
"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."
"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."
"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."
"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."
"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 knowledge base of their support is not as strong as the IVR build."
"An area for improvement in Five9 is the reporting on the emails, as it's not very user-friendly. It's a bit tricky because you must manually add filters to see how many emails each agent answers."
"Five9's stability needs to be improved."
"The reporting could be a bit better."
"Maintaining the original DNS on Five9 across campaigns is difficult."
"The SMS feature could use some improvement as far as the opt-out process goes."
"What would make Five9 better is a partnership with an SMS AI solution, which would make Five9 pretty powerful."
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.