Compare Amazon Connect vs. Avaya IX Contact Center

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"Avaya Contact Center solutions might not be the cheapest solution available (but you certainly get what you pay for)."

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448,896 professionals have used our research since 2012.
Ranking
3rd
Views
1,483
Comparisons
1,353
Reviews
0
Average Words per Review
0
Avg. Rating
N/A
1st
Views
1,325
Comparisons
911
Reviews
1
Average Words per Review
393
Avg. Rating
10.0
Popular Comparisons
Compared 55% of the time.
Compared 12% of the time.
Compared 2% of the time.
Compared 2% of the time.
Compared 15% of the time.
Also Known As
Avaya Call Center, Avaya Intelligent Xperiences Contact Center
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Amazon
Avaya
Overview

Amazon Connect is an easy to use omnichannel cloud contact center that helps companies provide superior customer service at a lower cost. Over 10 years ago, Amazon’s retail business needed a contact center that would give our customers personal, dynamic, and natural experiences. We couldn’t find one that met our needs, so we built it. We've now made this available for all businesses, and today thousands of 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, which means Amazon Connect simplifies contact center operations, improves agent efficiency, and lowers costs. You can set up a contact center in minutes that can scale to support millions of customers.

Intelligent Contact Routing Makes the Perfect Match Between Agents and Customers

  • Deliver a unified and highly personalized customer experience that builds your brand and fosters long-term loyalty. Avaya Aura Call Center Elite helps to ensure the right resources are readily available to your customers.
  • Enable your business to handle all types of customer interactions more efficiently. With intelligent routing and resource selection features, you can determine if customers should be served by the least busy agent, the first available agent, or the agent with skills that best match your customer’s needs.
  • Serve your customers and prospects through their preferred contact channel. With a single pool of agents, regardless of location, you are equipped to deliver the right customer experience every time.
  • Review our infographic to see how Customer Experience IS the Battleground now—and why it’s imperative to keep pace with your customers’ expectations.
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Learn more about Amazon Connect
Learn more about Avaya IX Contact Center
Sample Customers
Capital One, Intuit, ChartSpanRSA Medical, MOBITECHS, Capita IT Services, Pan Pacific Hotels Group, Maccabi Healthcare Services, SR Technics, Hampshire County Council, Severn Trent Water, SMECO, nTelos
Top Industries
VISITORS READING REVIEWS
Computer Software Company38%
Media Company17%
Comms Service Provider16%
Financial Services Firm5%
VISITORS READING REVIEWS
Computer Software Company29%
Comms Service Provider23%
Media Company15%
Government4%

Amazon Connect is ranked 3rd in Contact Center Platforms while Avaya IX Contact Center is ranked 1st in Contact Center Platforms with 1 review. Amazon Connect is rated 0.0, while Avaya IX Contact Center is rated 10.0. On the other hand, the top reviewer of Avaya IX Contact Center writes "Offers scalability that will grow with the needs of our business". Amazon Connect is most compared with Genesys Cloud, Cisco Webex Contact Center, Five9, Cisco Finesse and Zendesk Talk, whereas Avaya IX Contact Center is most compared with Genesys Cloud, Five9, Aspect Via, Cisco Webex Contact Center and Cisco Finesse.

See our list of best Contact Center Platforms vendors.

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