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Amazon Connect vs. Webex Contact Center

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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

    Webex Contact Center

    Score9 out of 10
    N/ACisco Webex Contact Center is a cloud-based omni-channel (e.g. voice, email, and chat) contact center solution providing customer / agent matching, customer service self-service agent, and built-in chat and voice for collaboration between agents.N/A
    Pricing
    Amazon ConnectWebex 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 ConnectWebex 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 ConnectWebex Contact Center
    Considered Both Products
    Amazon AWS
    No answer on this topic
    Cisco
    Chose Webex Contact Center
    Amazon Connect appears to be a very complete system. But we still prefer to stick with Webex, as it is more accessible and cheaper in many ways. In our region, it is difficult to acquire Amazon Connect as well, and that is why we stayed with Webex. But since we're already …
    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 ConnectWebex Contact Center
    Contact Center Software
    Comparison of Contact Center Software features of Amazon Connect and Webex Contact Center
    Feature
    Amazon Connect
    7.1
    4 Ratings
    Webex Contact Center
    7.9
    34 Ratings
    Agent dashboard5.04 Ratings9.233 Ratings
    Validate callers7.04 Ratings9.132 Ratings
    Outbound response7.04 Ratings5.827 Ratings
    Call forwarding7.04 Ratings8.732 Ratings
    Click-to-call (CTC)7.04 Ratings8.429 Ratings
    Warm transfer9.04 Ratings8.833 Ratings
    Predictive dialing5.03 Ratings5.421 Ratings
    Interactive voice response6.04 Ratings8.127 Ratings
    REST APIs9.03 Ratings7.829 Ratings
    Call scripts5.04 Ratings8.528 Ratings
    Call tracking7.04 Ratings8.431 Ratings
    Multichannel integration9.04 Ratings7.030 Ratings
    CRM software integration9.04 Ratings7.130 Ratings
    Workforce Optimization (WFO)
    Comparison of Workforce Optimization (WFO) features of Amazon Connect and Webex Contact Center
    Feature
    Amazon Connect
    5.7
    4 Ratings
    Webex Contact Center
    7.8
    31 Ratings
    Inbound call routing9.04 Ratings7.729 Ratings
    Omnichannel inbound routing5.04 Ratings7.927 Ratings
    Recording7.04 Ratings9.029 Ratings
    Quality management7.04 Ratings8.826 Ratings
    Call analytics3.04 Ratings7.427 Ratings
    Historical reporting5.04 Ratings8.929 Ratings
    Live reporting5.04 Ratings7.629 Ratings
    Customer surveys5.04 Ratings6.827 Ratings
    Customer interaction analytics5.04 Ratings6.124 Ratings
    User Ratings
    Amazon ConnectWebex Contact Center
    Likelihood to Recommend
    7.0
    (4 ratings)
    8.7
    (36 ratings)
    Likelihood to Renew
    -
    (0 ratings)
    8.2
    (1 ratings)
    Usability
    -
    (0 ratings)
    8.5
    (12 ratings)