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.
"Amazon Connect is really simple, straightforward, and very flexible."
"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."
"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 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.)."
"There is no technical experience needed to build it. It's easy for beginners to understand and use."
"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 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’s IVR script editor is very easy and simple to use."
"I'm interested in all the features we're using and the reporting that's needed to get them up and running."
"The admin tools are most valuable, such as using the UI to configure all the campaigns and all the settings that we use. Also, the monitoring panels it has are very good. Our supervisors and sales managers build dashboards in the solution so that we can understand how our operation is performing throughout the day. That is very useful."
"When it comes to drop calls, we don't have a problem. They are performing to our satisfaction."
"The reporting is good, and we're testing AI summaries now. Also, the workflow automation feature, so far, has been good."
"Queue callback, agent skill-based routing, call reporting, and the flexibility to log in from anywhere are some of the most valuable features for our organization."
"Five9 has a lot of AI tools, which I find valuable. It offers transcription services and a power dialer for outbound dialing. I like that Five9 is built for outbound and suitable for that purpose."
"It helped reduce costs in our organization. We've saved on staffing and we've saved on software by 10% to 15%."
"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 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."
"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."
"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."
"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."
"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."
"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."
"The pricing could be improved. It is set in US dollars, so it doesn't account for the exchange rate with other regions."
"There are certain issues around features that Chrome has deployed that we have to figure out. When we bring them to Five9's attention, they are usually able to help us navigate them. It seems that sometimes they already know about an issue, so it would be helpful if they more proactively engaged with us first..."
"Maintaining the original DNS on Five9 across campaigns is difficult."
"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."
"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."
"Five9 has an active-passive high-availability model. I would prefer active-active."
"The SMS feature could use some improvement as far as the opt-out process goes."
"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."
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.
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