Amazon Connect vs Siebel Contact Center comparison

Amazon Web Services (AWS) and Oracle are both solutions in the Contact Center Platforms category. Amazon Web Services (AWS) is ranked #1 with an average rating of 8.3, while Oracle is ranked #8 with an average rating of 8.0. Amazon Web Services (AWS) holds a 27.3% mindshare in CCP, compared to Oracle’s 1.2% mindshare. Additionally, 100% of Amazon Web Services (AWS) users are willing to recommend the solution, compared to 100% of Oracle users who would recommend it.

Amazon Connect

Read 18 Amazon Connect reviews

1,106 Views
905 Comparison Views

100% willing to recommend

Siebel Contact Center

Read 1 Siebel Contact Center review

52 Views
36 Comparison Views

100% willing to recommend

Amazon Connect

Siebel Contact Center

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Executive Summary

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

Find out what your peers are saying about Amazon Web Services (AWS), Five9, Genesys and others in Contact Center Platforms.

To learn more, read our detailed Contact Center Platforms Report (Updated: January 2025).

Buyer's Guide

Contact Center Platforms

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 Platforms

1st

Average Rating

8.4

Reviews Sentiment

8.3

Number of Reviews

Ranking in other categories

Contact Center as a Service (CCaaS) (1st)

Siebel Contact Center

Ranking in Contact Center Platforms

8th

Average Rating

8.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of February 2025, in the Contact Center Platforms category, the mindshare of Amazon Connect is 27.3%, up from 26.9% compared to the previous year. The mindshare of Siebel Contact Center is 1.2%, up from 0.9% 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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reviewer2492265

Freelancer at a consultancy with 51-200 employees

Has efficient automation features and the ability to integrate with multiple systems

The initial setup is quite difficult for the latest versions from 2020 and beyond and can take about four to five hours. It can now be deployed on the cloud. Oracle offers the same images for on-premise and cloud deployments, making it easy to switch between the two. I created the docker image using VM and completed the setup in a few hours.

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Quotes from Members

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

Pros

"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."

"Amazon Connect enhances customer experience by reducing operating costs due to its cloud-based pay-as-you-go model."

"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 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."

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

"The solution reduces the overall cost of migration by approximately 50%."

"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."

"Setting up a call center and onboarding agents is easy using Amazon Connect."

More Amazon Connect pros

"You can integrate it with various systems for batch processing and other configurations."

Cons

"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."

"There may be room for security improvement, especially since data is stored in the cloud. While cloud security measures are robust, there may be concerns about data safety compared to traditional server setups."

"Future improvements could include support for email as a channel."

"However, issues that involve other AWS services sometimes delay resolution."

"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."

"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."

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

"There are issues on features like Lambda integrations and time-out"

More Amazon Connect cons

"The product can be complicated to develop, as many methods exist to achieve solutions."

Pricing and Cost Advice

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

"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 solution is neither very expensive nor very cheap."

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

"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."

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

"The licensing is a pay-as-you-go model."

More Amazon Connect pricing and cost advice

"The platform is expensive."

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Top Industries

By visitors reading reviews

Computer Software Company

19%

Financial Services Firm

Government

Insurance Company

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...

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What do you like most about Amazon Connect?

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

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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....

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What is your experience regarding pricing and costs for Siebel Contact Center?

The platform is expensive. Many metrics for these licenses are mainly user-based, which makes it quite costly. I rate the pricing a ten.

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What needs improvement with Siebel Contact Center?

The product can be complicated to develop, as many methods exist to achieve solutions. This complexity can make it challenging to find the right approach. Also, AI integration could be expanded.

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What is your primary use case for Siebel Contact Center?

Our customers use it to store all their customer data and manage their processes. The Contact Center integrates with the CTI platform so that when a customer calls, the agent has access to the cust...

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Comparisons

Genesys Cloud CX vs Amazon Connect

Compared 29% of the time

Five9 vs Amazon Connect

Compared 22% of the time

Cisco Webex Contact Center vs Amazon Connect

Compared 18% of the time

NICE CXone vs Amazon Connect

Compared 6% of the time

More Amazon Connect Competitors

No data available

Product Reports

Buyer's Guide

Amazon Connect

February 2025

Download Amazon Connect product report

Buyer's Guide

Contact Center Platforms

January 2025

Download Siebel Contact Center product report

Also Known As

AWS Connect

No data available

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)

Oracle's Siebel Contact Center transforms a business's call center into an integral part of its total sales, marketing, and service delivery strategy. The application enables agents to handle service, support, and sales interactions seamlessly across all communication channels. As a result, businesses can reduce costs while enhancing service delivery.

Oracle

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.

Southwest Airlines Co., Smiles S.A., Telekom Deutschland GmbH, Turk Telekom, Contact Management Center A.S., City of Atlanta, Ricoh Europe plc., City of Atlanta, BT

Buyer's Guide

Contact Center Platforms

January 2025

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