Amazon Connect vs Cisco Webex Contact Center comparison

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Comparison Buyer's Guide
Executive Summary

We performed a comparison between Amazon Connect and Cisco Webex Contact Center based on real PeerSpot user reviews.

Find out what your peers are saying about Genesys, Five9, Cisco and others in Contact Center as a Service (CCaaS).
To learn more, read our detailed Contact Center as a Service (CCaaS) Report (Updated: February 2024).
763,955 professionals have used our research since 2012.
Featured Review
Use Amazon Connect?
Rayyan Saeed
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pricing and Cost Advice
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  • "Price-wise, it is a cheap product, especially when compared to Microsoft Teams."
  • More Cisco Webex Contact Center Pricing and Cost Advice →

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    Use our free recommendation engine to learn which Contact Center as a Service (CCaaS) solutions are best for your needs.
    763,955 professionals have used our research since 2012.
    Questions from the Community
    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 »
    Top Answer:The central management tool, Control Hub, holds significant value for the management team.
    Top Answer:Price-wise, it is a cheap product, especially when compared to Microsoft Teams.
    Top Answer:With the solution, I face issues when trying to use the screen share option. On Microsoft Teams, I can share the whole screen with the person I am meeting with and see every folder on the desktop… more »
    Ranking
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    Comparisons
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    Average Words per Review
    0
    Rating
    N/A
    Views
    1,261
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    1,115
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    2
    Average Words per Review
    335
    Rating
    9.5
    Comparisons
    Also Known As
    AWS Connect
    CC-One, BroadSoft CC-One
    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.

    The Cisco Webex Contact Center is a Software-as-a-Service (SaaS) offering that creates a single, global queue in the cloud from which to route omnichannel customer interactions to one or more teams, sites, or outsource partners.

    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.
    AON, Office Depot, American Red Cross
    Top Industries
    VISITORS READING REVIEWS
    Computer Software Company21%
    Financial Services Firm11%
    Insurance Company7%
    Manufacturing Company6%
    VISITORS READING REVIEWS
    Computer Software Company22%
    Healthcare Company11%
    Financial Services Firm9%
    Government6%
    Company Size
    VISITORS READING REVIEWS
    Small Business23%
    Midsize Enterprise10%
    Large Enterprise67%
    VISITORS READING REVIEWS
    Small Business20%
    Midsize Enterprise11%
    Large Enterprise69%
    Buyer's Guide
    Contact Center as a Service (CCaaS)
    February 2024
    Find out what your peers are saying about Genesys, Five9, Cisco and others in Contact Center as a Service (CCaaS). Updated: February 2024.
    763,955 professionals have used our research since 2012.

    Amazon Connect is ranked 4th in Contact Center as a Service (CCaaS) while Cisco Webex Contact Center is ranked 3rd in Contact Center as a Service (CCaaS) with 2 reviews. Amazon Connect is rated 0.0, while Cisco Webex Contact Center is rated 9.6. 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, TTEC Humanify and Genesys Cloud CX.

    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.