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Amazon Connect vs Avaya IX Contact Center comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Apr 6, 2025

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Amazon Connect
Ranking in Contact Center Platforms
1st
Average Rating
8.4
Reviews Sentiment
7.9
Number of Reviews
18
Ranking in other categories
Contact Center as a Service (CCaaS) (2nd)
Avaya IX Contact Center
Ranking in Contact Center Platforms
6th
Average Rating
9.6
Reviews Sentiment
8.6
Number of Reviews
2
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of April 2025, in the Contact Center Platforms category, the mindshare of Amazon Connect is 26.3%, down from 27.1% compared to the previous year. The mindshare of Avaya IX Contact Center is 7.8%, up from 7.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Contact Center Platforms
 

Featured Reviews

Rajni Kumar Jha - PeerSpot reviewer
Offers good reliability, works well for hybrid environment, totally managed by Amazon but needs to integrate third-party CRM tools like Salesforce
My recommendation depends on your exact requirements. It involves the following aspects: * What's the size of your operation? * What specific purposes do you have in mind? * Could you elaborate on how you intend to use it? For example, if I have a call center with 30 people, and I primarily want to use it for call center operations. I wouldn't recommend Avaya or Cisco. I'd suggest considering either Amazon Connect or Salesforce Service Cloud (voice services). For Amazon Connect, I'd rate it a seven out of ten. There are a few features they still need to improve, particularly with Customer Profiles and case management. If these features become as robust as Salesforce, then Amazon Connect could be a complete contact center solution without the need to integrate third-party CRM tools like Salesforce.
Abeer ELADAWY - PeerSpot reviewer
Provides omnichannel AI features and has good routing capabilities
The routing capabilities are excellent. We have priority routing set up for VIP customers, disabled customers, and those with special needs, ensuring they receive prompt and efficient service. We have implemented a use case where AI helps when a customer calls and says, "My bill is high." The AI searches the customer's profile to check if the high consumption is real or just a misunderstanding. If it is high, the AI creates a notification for the backend to check the issue. The system automatically generates the bill and the notification for the agent, who then views and either submits or rejects the notification. I recommend using the solution for all the features I have mentioned before, including the excellent AI experience, omnichannel, self-service, and customer journey features. I rate it a nine.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"Amazon Connect is really simple, straightforward, and very flexible."
"Setting up a call center and onboarding agents is easy using Amazon Connect."
"Amazon Connect enhances customer experience by reducing operating costs due to its cloud-based pay-as-you-go model."
"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.)."
"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 Connect Lens feature most improves contact center efficiency by providing insights into customer journeys, behavior, and sentiment scores, allowing for areas of improvement to be identified and addressed."
"There is no technical experience needed to build it. It's easy for beginners to understand and use."
"The solution is easy to use and has no downtime. 99.9 percent of customers are happy with AWS cloud services. It is also easy to learn, but you need to practice daily."
"The technical support services are good."
"It's scalable, it's fast, and it is very robust."
 

Cons

"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."
"The tool needs to improve its bandwidth. When multiple users use Lambda functions, there can be timeouts from the Lambda function due to coding constraints. If it times out, the Lambda function fails and switches to an alternative branch. Improving bandwidth could address this issue."
"There is room for improvement in certain areas of Amazon Connect. For example, regarding holiday scheduling, the platform lacks a specific feature to declare holidays for companies on fixed dates. While basic hours and weekly schedules can be set, there's no option for declaring specific dates like national holidays. Basic scheduling options exist, but users must rely on Lambda functions for more complex rules and logic."
"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 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."
"Future improvements could include support for email as a channel."
"We have faced many challenges with the solution's call quality that could be improved."
"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."
"The solution should be more flexible on-premises. We are currently on-premises and looking to move to the cloud."
"Its scalability means that it is not a simple 'install and forget' setup."
 

Pricing and Cost Advice

"The tool is cheaper than on-premise contact centers."
"Amazon Connect has a pay-as-you-go model. But I have a slightly different perspective on it."
"The pricing of the Amazon is reasonable compared to other cloud providers."
"I rate the tool's pricing an eight out of ten."
"The tool's licensing model is pay-as-you-go."
"I would rate the pricing a nine out of ten, with ten being the most affordable."
"The licensing is a pay-as-you-go model."
"I can't speak for the pricing of other contact center solutions, but in terms of Amazon Connect, compared to other AWS products, it's one of the more expensive options. However, the cost can be low if you have a smaller team of agents or receive fewer calls. Pricing is typically based on a per-user basis."
"Avaya Contact Center solutions might not be the cheapest solution available (but you certainly get what you pay for)."
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Top Industries

By visitors reading reviews
Computer Software Company
17%
Financial Services Firm
9%
Insurance Company
7%
Government
7%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

Which is better - Genesys Cloud or Amazon Connect?
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. Ge...
What do you like most about Amazon Connect?
Amazon Connect is really simple, straightforward, and very flexible.
What is your experience regarding pricing and costs for Amazon Connect?
The pricing is rated ten due to its scalability and cost-effectiveness based on the level of usage. Several services are available to choose from, charging only when Lambda functions are triggered....
What needs improvement with Avaya IX Contact Center?
The solution should be more flexible on-premises. We are currently on-premises and looking to move to the cloud.
What is your primary use case for Avaya IX Contact Center?
The platform is a comprehensive contact center. It encompasses all the channels, including email, chat, voice, outbound, quality management, and workforce management. It provides everything a conta...
What advice do you have for others considering Avaya IX Contact Center?
The routing capabilities are excellent. We have priority routing set up for VIP customers, disabled customers, and those with special needs, ensuring they receive prompt and efficient service. We h...
 

Also Known As

AWS Connect
Avaya Call Center, Avaya Intelligent Xperiences Contact Center
 

Overview

 

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
Find out what your peers are saying about Amazon Connect vs. Avaya IX Contact Center and other solutions. Updated: April 2025.
848,716 professionals have used our research since 2012.