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Amazon Connect vs. Avaya Infinity™

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Amazon Connect

45 Reviews and Ratings

Avaya Infinity™

189 Reviews and Ratings

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Amazon Connect

    Score8.8 out of 10
    		N/ALaunched in 2017 and available on AWS, Amazon Connect is a cloud-based omnichannel contact center designed to provide a seamless experience across voice and website live chat, featuring skills-based routing, task tracking, and analytic tools to track customer interactions, or evaluate agent activity. It can support office-based or virtual contact centers. The service is pay-per-usage, per feature.

    $0

    per profile/per month

    Avaya Infinity™

    Score8.5 out of 10
    		N/AAvaya Infinity™ injects modern technology including AI and intelligent orchestration into existing enterprise environments, connecting the channels, insights, technologies and workflows that together create customer and employee relationships. Avaya Infinity™ is designed so that organizations can become almost infinitely adaptable to evolving customer and market demands. The Avaya Infinity™ platform aims to enable large enterprises and public sector organizations to strengthen…N/A
    Pricing
    Amazon ConnectAvaya Infinity™
    Editions & Modules
    Customer Profiles
    $0.0025
    per profile/per month
    Chat
    $0
    per message
    Contact Lens (5 million+ monthly minutes)
    $0.0125
    per minute
    Contact Lens (first 5 million monthly minutes)
    $0.015
    per minute
    Voice
    $0.02
    per minute
    Voice ID
    $0.025
    per transaction
    Tasks
    $0.04
    per task
    No answers on this topic
    Offerings
    Pricing Offerings
    Amazon ConnectAvaya Infinity™
    Free Trial
    YesNo
    Free/Freemium Version
    NoNo
    Premium Consulting/Integration Services
    NoNo
    Entry-level Setup FeeNo setup feeRequired
    Additional Details——
    More Pricing Information
    Features
    Amazon ConnectAvaya Infinity™
    Contact Center Software
    Comparison of Contact Center Software features of Amazon Connect and Avaya Infinity™
    Feature
    Amazon Connect
    7.1
    4 Ratings
    Avaya Infinity™
    8.1
    37 Ratings
    Agent dashboard5.04 Ratings8.135 Ratings
    Validate callers7.04 Ratings8.632 Ratings
    Outbound response7.04 Ratings5.931 Ratings
    Call forwarding7.04 Ratings9.235 Ratings
    Click-to-call (CTC)7.04 Ratings8.928 Ratings
    Warm transfer9.04 Ratings8.835 Ratings
    Predictive dialing5.03 Ratings5.727 Ratings
    Interactive voice response6.04 Ratings9.531 Ratings
    REST APIs9.03 Ratings7.826 Ratings
    Call scripts5.04 Ratings6.629 Ratings
    Call tracking7.04 Ratings8.834 Ratings
    Multichannel integration9.04 Ratings9.632 Ratings
    CRM software integration9.04 Ratings8.231 Ratings
    Workforce Optimization (WFO)
    Comparison of Workforce Optimization (WFO) features of Amazon Connect and Avaya Infinity™
    Feature
    Amazon Connect
    5.7
    4 Ratings
    Avaya Infinity™
    8.1
    37 Ratings
    Inbound call routing9.04 Ratings8.736 Ratings
    Omnichannel inbound routing5.04 Ratings8.832 Ratings
    Recording7.04 Ratings8.235 Ratings
    Quality management7.04 Ratings8.133 Ratings
    Call analytics3.04 Ratings8.133 Ratings
    Historical reporting5.04 Ratings8.334 Ratings
    Live reporting5.04 Ratings6.833 Ratings
    Customer surveys5.04 Ratings8.130 Ratings
    Customer interaction analytics5.04 Ratings7.829 Ratings
    User Ratings
    Amazon ConnectAvaya Infinity™
    Likelihood to Recommend
    7.0
    (4 ratings)
    8.6
    (53 ratings)
    Likelihood to Renew
    -
    (0 ratings)
    7.3
    (11 ratings)
    Usability
    -
    (0 ratings)
    8.2
    (7 ratings)
    Availability
    -
    (0 ratings)
    7.0
    (1 ratings)
    Performance
    -
    (0 ratings)
    10.0
    (1 ratings)
    Support Rating
    -
    (0 ratings)
    9.1
    (4 ratings)
    Implementation Rating
    -
    (0 ratings)
    8.2
    (2 ratings)