Amazon Connect vs Avaya IX Contact Center comparison

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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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    Top Answer:Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center management software was the better fit for us. We decided to go with Genesys Cloud… more »
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    Ranking
    3rd
    Views
    1,519
    Comparisons
    1,341
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    5th
    Views
    552
    Comparisons
    488
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    Also Known As
    AWS Connect
    Avaya Call Center, Avaya Intelligent Xperiences Contact 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.

    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.
    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.
    RSA 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 Company21%
    Financial Services Firm10%
    Insurance Company7%
    Manufacturing Company6%
    VISITORS READING REVIEWS
    Computer Software Company15%
    Financial Services Firm13%
    Wholesaler/Distributor8%
    Insurance Company7%
    Company Size
    VISITORS READING REVIEWS
    Small Business23%
    Midsize Enterprise10%
    Large Enterprise67%
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise9%
    Large Enterprise74%

    Amazon Connect is ranked 3rd in Contact Center Platforms while Avaya IX Contact Center is ranked 5th in Contact Center Platforms. Amazon Connect is rated 0.0, while Avaya IX Contact Center is rated 10.0. On the other hand, Amazon Connect is most compared with Genesys Cloud CX, Cisco Webex Contact Center, Five9, Cisco Finesse and Zendesk Chat, whereas Avaya IX Contact Center is most compared with Aspect Via, Genesys Cloud CX and Cisco Finesse.

    See our list of best Contact Center Platforms 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.