Amazon Connect vs Five9 comparison

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Amazon Connect

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Executive SummaryUpdated on Jul 14, 2024

Five9 and Amazon Connect are two leading cloud contact center solutions. Amazon Connect is viewed as superior due to its extensive features, making it worth the investment.

Features: Five9 users value advanced call routing, workforce management, and competitive pricing. Amazon Connect users appreciate its integrations with other AWS services, flexible API, and superior customization abilities.

Room for Improvement: Five9 users highlight a need for better reporting tools, interface improvements, and enhanced analytics. Amazon Connect users mention issues with the initial setup, lack of advanced reporting, and the complexity of integrations.

Ease of Deployment and Customer Service: Five9 is praised for its straightforward deployment and responsive customer service. Amazon Connect's deployment is more complex, but users report reliable support once operational.

Pricing and ROI: Five9 is recognized for competitive setup costs and solid ROI. Amazon Connect's cost is perceived as higher, but users believe the advanced features justify the investment.

To learn more, read our detailed Amazon Connect vs. Five9 Report (Updated: November 2024).

Amazon Connect vs. Five9

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Review summaries and opinions

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

Customer Service

Sentiment score

8.8

Amazon Connect offers quick support and feedback options, though support quality varies without Business or AWS Premium services.

No sentiment score available

Support is available via web, phone, and email based on incident priority.

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Director AWS at NeuraFlash India Pvt Ltd

No quotes available

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Room For Improvement

Sentiment score

6.8

Amazon Connect users cite concerns with cost, integration, features, scalability, and quality, emphasizing improvement needs for small data volumes.

No sentiment score available

Importing data from non-native Amazon Connect channels into workforce management.

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Director AWS at NeuraFlash India Pvt Ltd

No quotes available

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Scalability Issues

Sentiment score

8.5

Amazon Connect offers high scalability, handling varying call volumes and global agent management efficiently despite initially high costs.

No sentiment score available

Amazon Connect is scalable and supports both small and high-volume contact centers with consistent performance.

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Director AWS at NeuraFlash India Pvt Ltd

No quotes available

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Setup Cost

No sentiment score available

Amazon Connect offers cost efficiency and flexibility, but integration and setup complexity may impact overall expenses.

No sentiment score available

Rated four out of ten in terms of expense.

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Director AWS at NeuraFlash India Pvt Ltd

No quotes available

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Stability Issues

Sentiment score

8.4

Amazon Connect is highly stable and reliable, with 99.99% uptime and praised for its global resiliency and continuous operation.

No sentiment score available

There have been no outages experienced so far.

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Director AWS at NeuraFlash India Pvt Ltd

No quotes available

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Valuable Features

Sentiment score

8.9

Amazon Connect streamlines customer service with scalable features, AWS integration, and a cost-effective, user-friendly design for voice and chat.

No sentiment score available

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.

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Director AWS at NeuraFlash India Pvt Ltd

No quotes available

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Categories and Ranking

Amazon Connect

Ranking in Contact Center Platforms

1st

Ranking in Contact Center as a Service (CCaaS)

2nd

Average Rating

8.4

Reviews Sentiment

8.3

Number of Reviews

Ranking in other categories

No ranking in other categories

Five9

Ranking in Contact Center Platforms

3rd

Ranking in Contact Center as a Service (CCaaS)

3rd

Average Rating

8.6

Reviews Sentiment

8.7

Number of Reviews

Ranking in other categories

Workforce Engagement Management (2nd), Contact Center Infrastructure (1st), Sales Force Automation (4th)

Mindshare comparison

As of November 2024, in the Contact Center Platforms category, the mindshare of Amazon Connect is 28.7%, down from 29.0% compared to the previous year. The mindshare of Five9 is 15.1%, up from 10.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Contact Center Platforms

Featured Reviews

Rajni Kumar Jha

Senior Software Engineer at JPMorgan Chase & Co.

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.

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Devan Baucom

Director of Contact Center Solutions at Invoca

Has many features, provides good technical support, is scalable, and has no downtime

Five9 has a lot of AI tools, which I find valuable. It offers transcription services and a power dialer for outbound dialing. I like that Five9 is built for outbound and suitable for that purpose. Another valuable feature of the solution is the screen pop where, as a rep or agent, when your customer answers the phone, you'll immediately see customer details on your screen, which is helpful, especially if you have a lot of customers. Five9 also has the Intelligent Virtual Agent feature, which I find good, though there may be some legal implications. Still, I find Five9 a great solution that seamlessly helps customers engage with brands. Agent Assist is another good feature of Five9. That feature is useful because you can help agents in real-time while on the call. It's as if the manager is behind an agent, helping and telling that agent what to say and hearing what the customer says. Agent Assist lets you support every agent automatically, in a more scalable way, without listening to every call. Five9 also comes with WorkFlow Automation or Studio Flow, a nice feature because it's drag-and-drop, where even a non-engineer can build out a campaign and have different aspects to the campaign, for example, call routing. In the past, you had to be an engineer to build campaigns in Five9 or get on a call with the Five9 team and ask the team to make the changes, but nowadays, it's drag-and-drop, which is very helpful. I've also used the Workforce Optimization feature in Five9, though not as much. Still, I'm familiar with some of its capabilities, such as optimizing the time of day or days of the week when your team's the busiest, making optimizations when you don't need as many reps, or when you need more reps in place to match the bandwidth of calls coming in. Definitely, Workforce Optimization is beneficial and essential for my customers nowadays. Five9 can integrate with various CRMs, and I find that essential. The solution has an endless list of integrations for a reason, but I wasn't the guy who built the integrations. I heard that CRMs could be hard to work with, but the CRMs I've experienced with Five9, such as Salesforce and Hubspot, seem to integrate well. There was one really bad CRM built in-house on a platform called PPMS, but it's basically an internal tool, which was a little hard to work with and challenging to make changes, but it worked, though my Salesforce customers seem to be happy with the solution. The Omnichannel capability of Five9 is also essential, as the customer expects you to have chat, text, Facebook Messenger, and all other ways a customer can reach the reps. The omnichannel feature in Five9 is essential to customers.

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Top Industries

By visitors reading reviews

Computer Software Company

20%

Government

Financial Services Firm

Manufacturing Company

Computer Software Company

16%

Financial Services Firm

12%

Manufacturing Company

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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 do you like most about Five9?

I like the capability of call and screen recording. It has helped us to hold our agents accountable to the expectations for the role. It creates a clearer picture than giving feedback that is just ...

What needs improvement with Five9?

Five9 outages have been a concern for us. While I'm unsure of the industry benchmark, we've experienced three or four incidents in the past year, which feels excessive. Ideally, we'd see a signific...

What is your primary use case for Five9?

We used Five9 in a call center for a bike delivery company. We transitioned to a new call center but opted to keep using the Five9 software we were familiar with from our previous provider.

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Product Reports

Amazon Connect

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Also Known As

AWS Connect

No data available

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Amazon Web Services (AWS)

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.

Five9 is a comprehensive cloud contact center and customer service solution offering a broad range of features and benefits designed for effective contact center operations. Its virtual contact center products encompass inbound, outbound, and multichannel contact center software features, distinguishing it among cloud contact center software vendors. Five9 is recognized for its constant innovation, which has led to its position as a leading cloud contact center software vendor.

Five9 provides a feature-rich cloud contact center platform designed to streamline and enhance customer engagement. The solution offers a comprehensive suite of features including:

Omnichannel routing - Intelligently routes interactions across voice, email, chat, social media and SMS.
IVR and self-service - Sophisticated IVR applications and self-service options powered by natural language processing.
Workforce optimization - Tools for tracking metrics, monitoring interactions, coaching agents, and enhancing productivity.
APIs and integrations - Open platform to connect Five9 with ACD, CRM, workforce management and other business systems.
Flexible deployment - Public, private or hybrid cloud deployment options.

Five9 aims to transform customer experiences with AI-powered interactions, actionable insights, and seamless integration between channels. With advanced analytics and reporting capabilities, Five9 helps businesses improve customer service and increase operational efficiency.

According to our interviews with Five9's users, Five9's solution emerges as a highly scalable and adaptable contact center platform that seamlessly integrates with Salesforce and provides valuable real-time reporting and analytics. Its AI-powered features and omnichannel capabilities further enhance customer satisfaction and operational efficiency. Users praise Five9 for its efficient inbound/outbound calling, reliable voicemail and messaging, and easy remote agent access. However, some cite issues with call quality, interface design, system stability, and customer support responsiveness. Mobile app availability and social media are seen as areas for improvement. However, there is really little info on the mobile app.

Below are several quotes from Five9's users:

"Five9 is a highly flexible and adaptable solution that can handle increased workloads and accommodate growth without any issues."
- Business Operations Manager, Retail Industry
"Five9's real-time reporting and analytics are incredibly valuable. They give us insights into agent performance, customer interactions, and overall call center operations."
- Contact Center Manager, Retail Industry
"Five9's AI-powered features, such as chatbots and virtual assistants, have helped us to improve customer satisfaction and reduce handle times."
- Customer Service Manager, E-commerce Industry

Overall, Five9 provides a robust, innovative contact center platform with extensive features and flexibility. It's a strong option for organizations seeking to optimize customer engagement across channels within a secure, scalable cloud environment.

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.

Agilysys, BISSELL, From You Flowers, SumUp, Kyndryl, PING, Alaska Airlines, Omaha Steaks International, NextRep, AdventHealth

Amazon Connect vs. Five9