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Amazon Connect vs. Cisco Unified Contact Center

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Amazon Connect

45 Reviews and Ratings

Cisco Unified Contact Center

132 Reviews and Ratings

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Amazon Connect

    Score8.7 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

    Cisco Unified Contact Center

    Score8.5 out of 10
    		N/ACisco Unified Contact Center is a contact center platform that can support up to 24,000 agents. It supports call routing, omnichannel integrations, and a management portal for creating customer profiles, segmentation, and resource monitoring.N/A
    Pricing
    Amazon ConnectCisco Unified Contact Center
    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 ConnectCisco Unified Contact Center
    Free Trial
    YesNo
    Free/Freemium Version
    NoNo
    Premium Consulting/Integration Services
    NoNo
    Entry-level Setup FeeNo setup feeNo setup fee
    Additional Details——
    More Pricing Information
    Community Pulse
    Amazon ConnectCisco Unified Contact Center
    Considered Both Products
    Amazon AWS
    Navidut Tauhid
    Information Technology Instructor in Engineering at HCL technologies (Information Technology & Services, 10,001+ employees)
    Chose Amazon Connect
    Amazon Connect has lots of free training available for partners and in general. So many demos are available to practice. It's free to test and gain more confidence before deploying in real world scenarios. You can use other AWS features to be integrated with Amazon cloud. …
    Incentivized
    Cisco
    Rob Harris
    Technical Consultatnt in Professional Services at Bucher & Suter (Telecommunications, 501-1000 employees)
    Chose Cisco Unified Contact Center
    Cisco Unified Contact Center is, it's a much more robust solution and much more stable, particularly if you're looking at large industry-standard companies.
    Incentivized
    Key User Insights
    Would buy again
    No answers on this topic
    No answers on this topic
    Delivers good value for the price
    No answers on this topic
    No answers on this topic
    Happy with the feature set
    No answers on this topic
    No answers on this topic
    Lived up to sales and marketing promises
    No answers on this topic
    No answers on this topic
    Implementation went as expected
    No answers on this topic
    No answers on this topic
    Features
    Amazon ConnectCisco Unified Contact Center
    Contact Center Software
    Comparison of Contact Center Software features of Amazon Connect and Cisco Unified Contact Center
    Feature
    Amazon Connect
    7.1
    4 Ratings
    Cisco Unified Contact Center
    8.9
    40 Ratings
    Agent dashboard5.04 Ratings8.640 Ratings
    Validate callers7.04 Ratings8.536 Ratings
    Outbound response7.04 Ratings8.936 Ratings
    Call forwarding7.04 Ratings9.037 Ratings
    Click-to-call (CTC)7.04 Ratings9.730 Ratings
    Warm transfer9.04 Ratings9.235 Ratings
    Predictive dialing5.03 Ratings8.627 Ratings
    Interactive voice response6.04 Ratings9.034 Ratings
    REST APIs9.03 Ratings8.430 Ratings
    Call scripts5.04 Ratings9.335 Ratings
    Call tracking7.04 Ratings8.838 Ratings
    Multichannel integration9.04 Ratings8.530 Ratings
    CRM software integration9.04 Ratings9.030 Ratings
    Workforce Optimization (WFO)
    Comparison of Workforce Optimization (WFO) features of Amazon Connect and Cisco Unified Contact Center
    Feature
    Amazon Connect
    5.7
    4 Ratings
    Cisco Unified Contact Center
    8.6
    41 Ratings
    Inbound call routing9.04 Ratings8.738 Ratings
    Omnichannel inbound routing5.04 Ratings9.030 Ratings
    Recording7.04 Ratings8.734 Ratings
    Quality management7.04 Ratings9.635 Ratings
    Call analytics3.04 Ratings9.536 Ratings
    Historical reporting5.04 Ratings8.839 Ratings
    Live reporting5.04 Ratings8.839 Ratings
    Customer surveys5.04 Ratings7.027 Ratings
    Customer interaction analytics5.04 Ratings6.929 Ratings
    User Ratings
    Amazon ConnectCisco Unified Contact Center
    Likelihood to Recommend
    7.0
    (4 ratings)
    9.3
    (49 ratings)
    Likelihood to Renew
    -
    (0 ratings)
    9.1
    (5 ratings)
    Usability
    -
    (0 ratings)
    8.3
    (7 ratings)
    Support Rating
    -
    (0 ratings)
    7.3
    (16 ratings)
    Contract Terms and Pricing Model
    -
    (0 ratings)
    8.0
    (2 ratings)
    Professional Services
    -
    (0 ratings)
    8.0
    (1 ratings)