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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 #2 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 27.8% 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
  • 1,167 Views
  • 965 Comparison Views
100% willing to recommend
Siebel Contact Center
Read 1 Siebel Contact Center review
  • 46 Views
  • 33 Comparison Views
100% willing to recommend
 

Comparison Buyer's Guide

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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 Genesys, Amazon Web Services (AWS), Five9 and others in Contact Center Platforms.

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Buyer's Guide
Contact Center Platforms
December 2024
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Categories and Ranking

Amazon Connect
Ranking in Contact Center Platforms
2nd
Average Rating
8.4
Reviews Sentiment
8.3
Number of Reviews
18
Ranking in other categories
Contact Center as a Service (CCaaS) (2nd)
Siebel Contact Center
Ranking in Contact Center Platforms
8th
Average Rating
8.0
Number of Reviews
1
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of December 2024, in the Contact Center Platforms category, the mindshare of Amazon Connect is 27.8%, up from 27.8% compared to the previous year. The mindshare of Siebel Contact Center is 1.2%, up from 0.8% 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.
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reviewer2492265 - PeerSpot reviewer
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 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."
"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."
"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."
"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 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."
"Amazon Connect is really simple, straightforward, and very flexible."
"It integrates with major tools like Amazon Polly for text-to-speech and third-party services like Twilio and Cisco-based dialers."
"There is no technical experience needed to build it. It's easy for beginners to understand and use."
More Amazon Connect pros
"You can integrate it with various systems for batch processing and other configurations."
 

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."
"Future improvements could include support for email as a channel."
"The product does not have any reporting dashboards."
"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."
"I would like to see a cold transfer capability instead of only offering a warm transfer."
"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."
"We have faced many challenges with the solution's call quality that could be improved."
"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."
More Amazon Connect cons
"The product can be complicated to develop, as many methods exist to achieve solutions."
 

Pricing and Cost Advice

"The licensing is a pay-as-you-go model."
"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 rate the tool's pricing an eight out of ten."
"The solution is neither very expensive nor very cheap."
"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."
"The pricing of the Amazon is reasonable compared to other cloud providers."
"The tool's licensing model is pay-as-you-go."
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
10%
Government
8%
Insurance Company
8%
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.
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....
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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.
See all answers
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.
See all answers
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...
See all answers
 

Comparisons

Genesys Cloud CX vs Amazon Connect Logo
Genesys Cloud CX vs Amazon Connect
Compared 33% of the time
Five9 vs Amazon Connect Logo
Five9 vs Amazon Connect
Compared 24% of the time
Cisco Webex Contact Center vs Amazon Connect Logo
Cisco Webex Contact Center vs Amazon Connect
Compared 17% of the time
Cisco Finesse vs Amazon Connect Logo
Cisco Finesse vs Amazon Connect
Compared 5% of the time
More Amazon Connect Competitors
No data available
 

Product Reports

Buyer's Guide
Amazon Connect
December 2024
Amazon Connect reportDownload Amazon Connect product report
Buyer's Guide
Contact Center Platforms
December 2024
Siebel Contact Center reportDownload Siebel Contact Center product report
 

Also Known As

AWS Connect
No data available
 

Learn More

Amazon Web Services (AWS)
Oracle
 

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.

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.
 

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
December 2024
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We monitor all Contact Center Platforms reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.