We performed a comparison between Amazon Connect and Cisco Webex Contact Center based on real PeerSpot user reviews.
Find out in this report how the two Contact Center as a Service (CCaaS) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."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."
"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 is no technical experience needed to build it. It's easy for beginners to understand and use."
"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."
"The solution reduces the overall cost of migration by approximately 50%."
"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."
"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 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 product does not have any reporting dashboards."
"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."
"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."
"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."
"With the solution, I face issues when trying to use the screen share option."
Amazon Connect is ranked 2nd in Contact Center as a Service (CCaaS) with 13 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 Amazon Connect vs. Cisco Webex Contact Center report.
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.