Amazon Connect vs NICE CXone comparison

Amazon Web Services (AWS) and NICE are both solutions in the Contact Center as a Service (CCaaS) category. Amazon Web Services (AWS) is ranked #1 with an average rating of 8.3, while NICE is ranked #6 with an average rating of 8.0. Amazon Web Services (AWS) holds a 21.3% mindshare in CCS, compared to NICE’s 10.6% mindshare. Additionally, 100% of Amazon Web Services (AWS) users are willing to recommend the solution, compared to 96% of NICE users who would recommend it.

Amazon Connect

Read 18 Amazon Connect reviews

1,232 Views
1,018 Comparison Views

100% willing to recommend

NICE CXone

Read 12 NICE CXone reviews

701 Views
529 Comparison Views

96% willing to recommend

Amazon Connect

NICE CXone

Comparison Buyer's Guide

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Executive SummaryUpdated on Feb 17, 2025

NICE CXone and Amazon Connect both compete in the contact center market. Amazon Connect seems to have the upper hand due to its flexibility and integration with AWS, offering more adaptable solutions for diverse needs.

Features: NICE CXone provides customer engagement tools with advanced analytics, AI integrations, and comprehensive reporting. Amazon Connect offers seamless AWS integration, dynamic scaling, and innovative customization options, with a flexible architecture appealing to organizations needing tailored solutions.

Room for Improvement: NICE CXone could enhance its scalability and offer more pricing flexibility. Its analytics capabilities might benefit from more real-time data integrations. Amazon Connect could improve its user interface for easier navigation by non-technical staff and offer more inclusive training resources. It might also benefit from expanding customer support to include more direct assistance options.

Ease of Deployment and Customer Service: NICE CXone provides a streamlined deployment process with robust customer support, facilitating swift implementation. Amazon Connect requires more technical expertise for its self-service deployment model but benefits those familiar with AWS, allowing integration with other AWS services with ease. The main difference lies in NICE CXone's support-focused approach against Amazon Connect's self-service deployment.

Pricing and ROI: NICE CXone generally requires a higher initial investment but offers extensive support and features that might deliver excellent ROI for those valuing turnkey solutions. Amazon Connect's pay-as-you-go pricing model is attractive to businesses seeking cost-effective, scalable options. The contrast is NICE CXone’s comprehensive service offering against Amazon Connect's cost efficiency and scalability.

To learn more, read our detailed Amazon Connect vs. NICE CXone Report (Updated: January 2025).

Buyer's Guide

Amazon Connect vs. NICE CXone

January 2025

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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:

Categories and Ranking

Amazon Connect

Ranking in Contact Center as a Service (CCaaS)

1st

Average Rating

8.4

Reviews Sentiment

8.3

Number of Reviews

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

7.7

Number of Reviews

Ranking in other categories

Workforce Engagement Management (4th), IVR Systems (2nd), Live Chat (3rd), Knowledge Management Software (6th)

Mindshare comparison

As of February 2025, in the Contact Center as a Service (CCaaS) category, the mindshare of Amazon Connect is 21.3%, up from 19.4% compared to the previous year. The mindshare of NICE CXone is 10.6%, up from 9.7% 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

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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James Arvidson

Managing Partner at CX Partners Inc

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.

Read full review

Quotes from Members

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

Pros

"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.)."

"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."

"The tool's most valuable feature is its simplicity and ease of use. Unlike other cloud contact centers, Amazon Connect allows easy drag-and-drop actions. Additionally, it integrates with other AWS services like Lambda."

"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."

"Amazon Connect is really simple, straightforward, and very flexible."

"The features I found most valuable include CloudFormation, which helps use multiple stacks to deploy the services and features we want, and CloudWatch, which is useful for troubleshooting and monitoring various aspects of the contact center solution."

"The best thing about Amazon Connect is that it has everything we need in one place. With other products, we might have to get different tools for different jobs, like recording calls. However, with the tool, it's all there together. Plus, it's cheaper than other options."

"It is easy for a beginner to learn to use Amazon Connect for the first time."

More Amazon Connect pros

"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."

"It has the ability to edit the HTML, as well as the WYSIWYG."

"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."

"inContact has helped our organization greatly by allowing us to see at a glance which agents are available to receive calls and those who are not, we are able to see why not."

"We are able to see the calls in queue and able to see if someone is available or not."

"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."

"Being able to listen in on a call, which is exceptionally good with training."

Cons

"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."

"Due to network issues, the agent desktop might be affected. If the firewall blocks the agent's desktop, connectivity might be disrupted."

"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 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."

"We have faced many challenges with the solution's call quality that could be improved."

"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."

"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."

"Amazon Connect should enhance its native agent desktop. Intuitive UI should be present for the agent desktop. Currently, it forces users to rely on third-party CRM integrations. Predominantly, there is no support for full-fledged customization for the native agent desktop. More customization options for the native desktop would be beneficial."

More Amazon Connect cons

"inContact should offer a way to send faxes."

"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."

"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."

"It is a hassle, if you are busy and caught up with something, that it will log you out."

"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."

"It could improve the quality of calls."

"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."

"If you have hundreds of books, the initial download is slow."

More NICE CXone cons

Pricing and Cost Advice

"I would rate the pricing a nine out of ten, with ten being the most affordable."

"The solution is neither very expensive nor very cheap."

"The pricing of the Amazon is reasonable compared to other cloud providers."

"The tool's licensing model is pay-as-you-go."

"I rate the tool's pricing an eight out of ten."

"Amazon Connect has a pay-as-you-go model. But I have a slightly different perspective on it."

"The tool is cheaper than on-premise contact centers."

"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."

More Amazon Connect pricing and cost advice

"We had a custom setup that cost us some money."

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Top Industries

By visitors reading reviews

Computer Software Company

19%

Financial Services Firm

Government

Insurance Company

Financial Services Firm

15%

Computer Software Company

15%

Healthcare Company

Manufacturing 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...

See all answers

What do you like most about Amazon Connect?

Amazon Connect is really simple, straightforward, and very flexible.

See all answers

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....

See all answers

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...

See all answers

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...

See all answers

What advice do you have for others considering NICE CXone?

Overall, I rate the solution an eight out of ten.

See all answers

Comparisons

Genesys Cloud CX vs Amazon Connect

Compared 30% of the time

Five9 vs Amazon Connect

Compared 22% of the time

Cisco Webex Contact Center vs Amazon Connect

Compared 18% of the time

Avaya IX Contact Center vs Amazon Connect

Compared 5% of the time

Vonage Contact Centers vs Amazon Connect

Compared 5% of the time

More Amazon Connect Competitors

Genesys Cloud CX vs NICE CXone

Compared 16% of the time

Five9 vs NICE CXone

Compared 13% of the time

Cisco Webex Contact Center vs NICE CXone

Compared 12% of the time

Nuance IVR vs NICE CXone

Compared 9% of the time

Sprinklr vs NICE CXone

Compared 7% of the time

More NICE CXone Competitors

Product Reports

Buyer's Guide

Amazon Connect

February 2025

Download Amazon Connect product report

Buyer's Guide

NICE CXone

February 2025

Download NICE CXone product report

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

Amazon Connect is a cloud-based contact center solution known for easy setup, flexible contact flow design, and integration with AWS services. It features a pay-as-you-go pricing model, offering real-time analytics, scalability, and support for both chat and voice interactions.

Amazon Connect facilitates seamless communication by integrating with CRM platforms like Salesforce and ServiceNow. It supports functionalities such as softphones, IVR systems, and AI-driven capabilities like sentiment analysis. Companies transitioning from traditional systems benefit from flexible call routing, customer interaction management, and AWS service integration. However, there are challenges like complex integration processes, limited outbound features, and a need for improved call quality and reporting customization.

What are the most important features of Amazon Connect?

Flexible Contact Flow: Easy drag-and-drop design for contact flows.
Integration: Seamless AWS and CRM platform integration.
Scalability: Efficient cloud-based scalability options.
Real-time Analytics: Offers insightful data analysis and metrics.
Voicemail Integration: Effective and efficient voicemail solutions.

What benefits should users look for in Amazon Connect reviews?

Pricing Flexibility: No upfront costs with pay-as-you-go model.
Enhanced Efficiency: Supports diverse communication methods.
Seamless Operations: Simplified operations through drag-and-drop actions.
Improved Interaction Management: AI-driven features for sentiment analysis.

Amazon Connect sees implementation across industries needing efficient cloud-based contact center management. Financial services, healthcare, and retail sectors utilize its integration capabilities with CRM systems and AWS for streamlined communication processes, capitalizing on AI and analytics features to enhance customer interactions.

Amazon Web Services (AWS)

NICE CXone offers comprehensive solutions for managing customer support across channels, ensuring consistent reporting with integrated dashboards and efficient call management. The platform supports scalability and integration, catering to organizations of all sizes with diverse communication needs.

NICE CXone enhances customer support by providing dynamic content structuring and robust HTML editing. With omnichannel integration, users experience consistent reporting across platforms. The intuitive dashboards allow customizable views, improving supervision and training efficiency. Call management benefits from efficient tagging and audio playback, while tools like inView aid real-time data monitoring and flexible system customization. Challenges include occasional system slowness, dashboard freezes, and the need for a more user-friendly interface. Reporting features could be simplified for easier custom report creation, and users suggest enhancing call quality. The implementation process might pose difficulties, with a demand for additional layout options and interface enhancements. Despite these issues, NICE CXone remains a favored choice for comprehensive customer support solutions.

What are the key features of NICE CXone?

Dynamic Content Structuring: Improves organization of customer data.
Omnichannel Integration: Provides consistent cross-platform reporting.
Customizable Dashboards: Allows personalized supervision views.
Efficient Call Management: Includes tagging and audio playback.
Real-Time Monitoring: Supported by tools like inView.

What benefits should users seek in reviews?

Scalability: Effective for organizations of all sizes.
Integration Capabilities: Seamlessly integrates with platforms like Microsoft Dynamics 365.
Supervision Efficiency: Enhances monitoring and task assignments.
Communication Improvement: Optimizes email and call handling.

NICE CXone is extensively utilized in industries focused on customer support and workforce management, especially within call centers. It optimizes quality management through call recordings and workforce efficiency by managing agent breaks and tasks. Its integration capability with Microsoft Dynamics 365 makes it a strategic tool for organizations aiming to streamline communication processes across multiple brands.

NICE

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

Buyer's Guide

Amazon Connect vs. NICE CXone

January 2025

Free Report: Amazon Connect vs. NICE CXone

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