Amazon Connect vs Avaya Interaction Center [EOL] comparison

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    Ranking
    3rd
    Views
    1,519
    Comparisons
    1,341
    Reviews
    0
    Average Words per Review
    0
    Rating
    N/A
    Unranked
    In Contact Center Platforms
    Comparisons
    Also Known As
    AWS Connect
    Interaction Center
    Learn More
    Overview

    Amazon Connect, or AWS Connect, is a cloud-based contact center solution from Amazon Web Services. The platform stands out for its scalable cloud infrastructure that adjusts to fluctuating demand, eliminating the need to maintain physical hardware. Amazon Connect was developed to give Amazon customers personal, dynamic, and natural experiences. As their team said, "We couldn’t find one that met our needs, so we built it." They made this solution available for all businesses, and today, companies ranging from 10 to tens of thousands of agents use Amazon Connect to serve millions of customers daily.

    Designed from the ground up to be omnichannel, Amazon Connect provides a seamless experience across voice and chat for your customers and agents. This includes one set of tools for skills-based routing, powerful real-time and historical analytics, and easy-to-use intuitive management tools – all with pay-as-you-go pricing. Unique interaction-based pricing allows cost-effective scaling, significantly benefiting growing SMBs. And built-in AI/ML capabilities fuel features like chatbots, predictive routing, and interactive voice response to optimize customer and agent interactions.

    Amazon Connect's cloud-native and scalable infrastructure benefits IT professionals, who often grapple with the challenges of fluctuating call volumes and the maintenance of physical infrastructure. The infrastructure ensures robust scalability and reliability, allowing businesses to adjust their operations seamlessly with demand changes. Amazon Connect also simplifies deployment with an intuitive interface and seamless integration with applications like CRM software and workforce management tools. This creates a unified ecosystem to enhance customer insights, agent productivity, and omnichannel engagement.

    Overall, Amazon Connect removes the complexity of managing on-premises systems while providing advanced automation, analytics, and omnichannel capabilities. This enables organizations to deliver personalized, efficient customer experiences across channels in a scalable, cost-effective way.

    Differentiate Your Customer Experience with New Customer Service Channels

    • Build on your investment in Avaya Contact Center technology and set your customer experience apart from the competition. With Interaction Center it’s easy to expand beyond voice and add customer service channels such as email, web chat, SMS/text, and social media.
    • Help improve multichannel contact center efficiency, using Avaya customer service software. Manage all your new channels the same way you handle voice call interactions, through a single agent desktop interface.
    • Enable your business to handle all types of customer interactions more efficiently by helping to ensure that the right resources are readily available to your customers.
    • Review our infographic to see how Customer Experience IS the Battleground now—and why it’s imperative to keep pace with your customers’ expectations.
    Sample Customers
    Capital One, Intuit, Adobe, Siemens, LegalZoom, DXC technology, Rackspace, Bellhop, American Preparatory Academy, The University of Texas at Dallas, University of Auckland, Origin Energy, and others.
    St George Bank
    Top Industries
    VISITORS READING REVIEWS
    Computer Software Company21%
    Financial Services Firm11%
    Insurance Company7%
    Manufacturing Company7%
    No Data Available
    Company Size
    VISITORS READING REVIEWS
    Small Business23%
    Midsize Enterprise10%
    Large Enterprise66%
    No Data Available

    Amazon Connect is ranked 3rd in Contact Center Platforms with 1 review while Avaya Interaction Center [EOL] doesn't meet the minimum requirements to be ranked in Contact Center Platforms. Amazon Connect is rated 8.0, while Avaya Interaction Center [EOL] is rated 0.0. The top reviewer of Amazon Connect writes "Helps to establish communication between our local data center and AWS services". On the other hand, Amazon Connect is most compared with Genesys Cloud CX, Cisco Webex Contact Center, Five9, Avaya IX Contact Center and Cisco Finesse, whereas Avaya Interaction Center [EOL] is most compared with .

    See our list of best Contact Center Platforms vendors.

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