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Amazon Connect vs NICE CXone comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Feb 17, 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 as a Service (CCaaS)
2nd
Average Rating
8.4
Reviews Sentiment
7.9
Number of Reviews
18
Ranking in other categories
Contact Center Platforms (1st)
NICE CXone
Ranking in Contact Center as a Service (CCaaS)
6th
Average Rating
8.2
Reviews Sentiment
7.8
Number of Reviews
13
Ranking in other categories
Workforce Engagement Management (3rd), IVR Systems (2nd), Live Chat (3rd), Knowledge Management Software (6th)
 

Mindshare comparison

As of April 2025, in the Contact Center as a Service (CCaaS) category, the mindshare of Amazon Connect is 20.6%, up from 19.2% compared to the previous year. The mindshare of NICE CXone is 12.2%, up from 9.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Contact Center as a Service (CCaaS)
 

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.
James Arvidson - PeerSpot reviewer
A software that enables centers to operate more efficiently, increase the quality of every customer interaction, create new pathways to profit, and ensure ongoing customer-centric business improvemen
One of the best aspects of CXone is its omnichannel experience. It treats all contacts, whether phone, chat, email, or SMS, through the same system, allowing for consistent reporting and a true omnichannel experience. The platform is very flexible. You can customize it to do almost anything as long as it's based on logic, which has been incredibly valuable. In terms of analytics, CXone offers consistent, accessible data across all channels. In the past, different systems like Avaya for phones or separate platforms for chat and email made it hard to compare performance across channels. With CXone, you get the same data points across all interactions, making decision-making much easier. It also allows for deeper reporting, like IVR reporting, where you can see what options people choose and create custom KPIs for better insight.

Quotes from Members

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

Pros

"In my experience, one of the tool's most valuable features is its ease of use. Setting up a contact center can be done in just a few minutes with a few clicks. This contrasts with the hours or days it might take using other solutions."
"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."
"It integrates with major tools like Amazon Polly for text-to-speech and third-party services like Twilio and Cisco-based dialers."
"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 product is cloud-based and easy to operate. We have a broad integration capability, allowing for a multitude of integrations. This gives our customers a good understanding of our product, even if they aren't actively utilizing it. They can easily access and utilize all the features that Amazon's cloud services offer, making integrating with other cloud platforms simpler. It's not a standalone solution, which is advantageous for our customers."
"There are a lot of features with Amazon Connect. One is the pay-as-you-go model. I don't have to buy any infrastructure or servers, licenses, or contracts. From a financial point of view, there's no upfront capital expenditure (capex) cost. Everything is pay-as-you-go."
"We utilize Amazon Connect to handle customer service interactions, particularly in projects where we provide professional services. For example, when developing an application, we typically set up EC2 instances on AWS. Then, to facilitate communication within our clients' internal networks, we establish connections through Amazon Connect."
"It is easy for a beginner to learn to use Amazon Connect for the first time."
"We are able to see the calls in queue and able to see if someone is available or not."
"It has the ability to edit the HTML, as well as the WYSIWYG."
"The technical support for NICE CXone is outstanding."
"Being able to listen in on a call, which is exceptionally good with training."
"It is easy to look up and playback calls with this system as it categorizes the different types of calls that come through my call center. I like that inContact is always updating and continues to improve. The quality of its recorded calls is among the best that I have had experience with."
"It's easier as a supervisor to do your job more efficiently. You can have multiple things open at once to watch everything, being able to take one look at a page and see everything you need rather then having to flip through multiple programs. This is such a time saver. I get a lot more done in my day due to being able to keep my opened programs down to a minimum."
"Customer support is terrific. The team is personable, informed, and responsive."
"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."
 

Cons

"There are two perspectives to consider: one from the development side and the other from the customer's side. From a development standpoint, there are various aspects that Amazon needs to address, such as providing tools or direct development scenarios in Amazon Connect for building contact flows. Some essential reporting features in Genesys are currently lacking in the product."
"One area for improvement with Amazon Connect lies in the cost structure, particularly for use cases involving smaller data volumes. While it's simple to establish communication channels, the pricing model may result in higher costs for such scenarios. This presents a challenge that organizations may encounter, especially if they aim to optimize efficiency while managing smaller data transfers."
"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."
"The scalability needs improvement."
"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."
"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."
"There are issues on features like Lambda integrations and time-out"
"I would like to see a cold transfer capability instead of only offering a warm transfer."
"It is a hassle, if you are busy and caught up with something, that it will log you out."
"It could improve the quality of calls."
"If you have hundreds of books, the initial download is slow."
"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."
"I have noticed that occasionally the dashboard will freeze and some things may get stuck for a while. For example, if I have a dashboard open that shows how many calls are in queue and how many are currently being handled by agents, sometimes a call that an agent is handling will get stuck on the dashboard after the agent ends the call and the dashboard will show that the call is still a live call. Our tech team has explained this to us as a ghost call. After some time (or maybe many screen refreshes) the call will go away like it has just ended."
"There are times when the data does not load and you have to keep hitting refresh. More colors and different layouts should be included in the next release."
"Your docs go on their servers and getting them out is difficult, especially if you want to switch to another authoring format, e.g., Markdown. There are no converters and an automated extraction of the docs from the CMS is not available."
"MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing."
 

Pricing and Cost Advice

"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."
"I would rate the pricing a nine out of ten, with ten being the most affordable."
"The pricing of the Amazon is reasonable compared to other cloud providers."
"The tool is cheaper than on-premise contact centers."
"I rate the tool's pricing an eight out of ten."
"The licensing is a pay-as-you-go model."
"The tool's licensing model is pay-as-you-go."
"Amazon Connect has a pay-as-you-go model. But I have a slightly different perspective on it."
"We had a custom setup that cost us some money."
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Top Industries

By visitors reading reviews
Computer Software Company
17%
Financial Services Firm
9%
Insurance Company
7%
Government
7%
Financial Services Firm
17%
Computer Software Company
14%
Manufacturing Company
8%
Healthcare Company
7%
 

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 needs improvement with NICE CXone?
One area where CXone could improve is in creating a more streamlined, user-friendly interface. While the interfaces are good, they can get a bit dated over time, though NICE is usually good about u...
What is your primary use case for NICE CXone?
I chose NICE CXone because it had the best return on investment and could scale effectively. After setting it up, I was so impressed that I went to work for NICE for three years, implementing their...
What advice do you have for others considering NICE CXone?
Overall, I rate the solution an eight out of ten.
 

Comparisons

 

Also Known As

AWS Connect
NICE inContact, NICE CXone Workforce Optimization Pro, NICE CXOne WFO Pro, CXone Workforce Optimization, inContact Workforce Optimization, CallCopy, Discover, VPI Empower, Brand Embassy, goMoxie
 

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.
MoneyGram, Honeywell, Radisson Hotel Group, AAA, New Balance, MattressFIRM, Teleflora, Best Buy
Find out what your peers are saying about Amazon Connect vs. NICE CXone and other solutions. Updated: April 2025.
848,716 professionals have used our research since 2012.