Home > Call Center Software > Amazon Connect > Amazon Connect vs Plivo

Amazon Connect vs Plivo

Last Updated: November 18th, 2024

Our analysts compared Amazon Connect vs Plivo based on data from our 400+ point analysis of Call Center Software, user reviews and our own crowdsourced data from our free software selection platform.

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Product Basics

Amazon Connect is a cloud contact center platform that offers customer service over voice, tasks and chat at a comparatively lower cost. The product uses the Amazon Simple Storage Service (Amazon S3) to record and store exported reports and conversations. From there, it creates default buckets for storage requirements. Its self-service graphical interface helps non-technical users to manage agents, design contact flows and track performance metrics easily without specialized skills. Sales representatives build natural language contact flows with the Amazon Lex with a natural language understanding (NLU) and automatic speech recognition (ASR) technology powering Amazon Alexa.

Plivo is a cloud-based communication platform that excels in providing services tailored for call centers, among other communication needs. It's particularly well-suited for businesses looking for scalable, reliable solutions to manage their customer interactions through voice calls. One of the key benefits of Plivo is its ability to seamlessly integrate with existing business systems, allowing for a more streamlined operation. Users often highlight its robust set of features, including voice call functionality, SMS capabilities, and advanced call routing, which collectively enhance the efficiency of call center operations. When compared to similar products, Plivo is frequently praised for its clear pricing structure, which typically involves a pay-as-you-go model, making it a cost-effective choice for businesses of all sizes. This flexibility in pricing, combined with its comprehensive feature set, positions Plivo as a competitive option for businesses aiming to optimize their call center performance.

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Small

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Large

Small

Medium

Large

Windows

Mac

Linux

Android

Chromebook

Windows

Mac

Linux

Android

Chromebook

Cloud

On-Premise

Mobile

Cloud

On-Premise

Mobile

Product Assistance

Documentation

In Person

Live Online

Videos

Webinars

Documentation

In Person

Live Online

Videos

Webinars

Phone

Chat

FAQ

Forum

Knowledge Base

24/7 Live Support

Phone

Chat

FAQ

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24/7 Live Support

Product Insights

Flexible Pricing: Save more by paying just for the used functionalities and stop/resume any services at any point in time.
High-Quality Audio: Enhance customer experiences with 16kHz audio, packet-loss resistant calls made over the internet from a desktop using the product’s softphone.
Automated Communications: Integrate with Amazon Pinpoint to add outbound email channels and SMS in the product and send communications automatically. Communicate programmatically with the help of outbound API without performing complex and expensive third-party integrations.
Omnichannel Routing: Eliminate working across multiple tools by using a single UI across all communication channels. Increase operational efficiency and avoid rebuilding interaction flows using the same automated chatbots and interactions across voice or chat. Improve customer experience and reduce resolution time by building call flows, reports and rules once and enabling them across channels.
Efficient Routing: Increase efficiency among agents through a single UI engine for chat and calls. Minimize wait times and ensure customer satisfaction by transferring calls to the most appropriate agent based on availability, customer sentiment, history and skillset.
Faster Issue Resolution: Connect knowledge repositories with built-in connectors for third-party applications like ServiceNow and Salesforce, FAQ stores, internal wikis and file shares. Leverage speech analytics powered by machine learning to detect customer issues automatically during calls and then help resolve them in real-time.

Boost SMS Capabilities: Get a minimum base rate of 40 SMS per second. Send text messages to thousands of people at high speed using SMS short codes (short numbers that can be read and remembered easily)
Improve Call Functionalities: Make conference calls through an application and create/set up using the product's application API. Assign a number to this app and call that number to connect to a conference call.
Optimize Inbound and Outbound Integration: Integrate existing phone systems or call center software. Make outbound calls, receive inbound calls and save call recordings, call logs and billing information.

Automation, Omnichannel and Telephony:
- Telephony: Eliminate the need to handle multiple vendors, commit to peak call volumes and negotiate complex contracts by simply managing a network of telephony providers from around the world. Access services such as direct inward dial (DID), over 200 calling destinations and toll-free phone numbers in more than20 countries worldwide. Understand proactive monitoring, which can scale up and down within seconds from telephony experts.
- Omnichannel: Access contact centers embedded and intelligent high-volume outbound communications across multiple channels. Speak with millions of people daily for marketing promotions, upcoming delivery notifications and appointment reminders. Schedule communications by simply specifying the communication channel and contact list.
- Predictive Dialer With Answering Machine Interaction: Increase efficiency by calling customers in a list automatically. Connect only to live customers by detecting busy signals, respond to voicemail greetings through a machine learning model.
- Web and Mobile Chat: Offer customers the ability to text agents without being available simultaneously through asynchronous messaging. Take advantage of secure and encrypted chats that support all existing compliance certifications. Talk with Apple Business Chat or iOS messaging through the product’s routing, contact flows and configuration.
- Task Management: Maintain a high customer satisfaction rate through follow-up items to resolve customer requests and issues. Prioritize track and assign agent tasks to completion easily. Improve agent productivity by automating tasks that don’t require user interaction.
- Automation: Save time and money with intelligent automation and self-service tools such as interactive voice response, natural language chatbots and automated customer voice authentication. Provide a seamless multi-channel communication experience for chat, voice and task management. Improve efficiency and eliminate the need to repeat tasks and functions by automation capabilities.

SMS API
- Support: Communicate with customers in any language, including Japanese, Arabic and Chinese, along with emojis and symbols via built-in Unicode, GSM and character set support.
- Long Message Concatenation: Eliminate the chances of sending split messages and access automatically concatenated long messages seamlessly across global networks.
- Delivery Report Notification: Receive global delivery notification of messages in real time and track performance and delivery rates of accounts.
- Messaging Queuing: Send multiple messages in a single API request.
- MMS Rich Media Support: Send and receive videos, photos, picture clips and audio clips using the same phone number.
- Message Body Purging: Delete message content from the detail record and purge debug logs after 30 days.
- Data Protection: Get access to disable mask phone numbers and logging to protect personal information.
- Smart Rate Limiting: Stay docile with messaging frequency and regulations for source numbers in different countries.
- Automatic Opt-Out Handling: Handle replies such as cancel and stop on long codes automatically.
- Intelligent Message Encoding: Ensure delivery of messages to Unicode's unsupportive networks by replacing Unicode characters with similar GSM characters.
- Number Pooling: Boost delivery rate by spreading messages across many phone numbers to reach users in time.
- Conversion API: Ensure the best delivery with real-time feedback from the application.
- Local Match: Access a local number to send messages to users from different regions to improve read rates.
Voice API
- Play Audio Prompts: Play pre-recorded audio files during live calls and create announcements, prompts or music on hold.
- Text-to-Speech: Speak with customers in 28 accents by choosing from a suite of SSML voices powered by Amazon Polly.
- Dual-Channel Call Recording: Record, retrieve and store calls. Recordings are stored encrypted and dual-channel by default.
- Custom Caller ID: Increase the connect rates for outbound calls and set a custom caller ID number that should show up on caller’s phones.
- Digit Input: Recognize digits from an agent’s keypads during a live call and control call flow based on the input.
- Global Conference Calling: Integrate audio conferencing and multi-party calls into apps and build advanced call center functionality.
- IVR Menus: Create IVR menus with text and audio for prompts. Direct customers to the right team, department or agent and build IVR applications with automatic speech recognition (ASR).
- Parallel and Sequential Dialing: Forward calls to various phones in sequential order or at once and build call hunting sequences.
- Supervisor Coaching: Improve agent performance by providing real-time coaching on live calls.
- Call Whisper: Announce customized whisper messages before the call gets answered by a support or sales agent.
- Answering Machine Detection: Detect whether a call got answered by a machine or human and plan future actions accordingly.
- Voicemail Transcription: Get access to real-time, premium and accurate voicemail transcriptions.
- Platform Queuing: Make several inbound calls with a single API request.
- Real-time Call Notification: Receive callbacks over webhooks in real time and get detailed information, including call status, duration and billing info using API.
- Detailed Debug Logs: Troubleshoot or debug issues faster by drilling down to the details to analyze root causes.
- Server Side SDKs: Program in any language with server-side SDKs in Java, Python, C#, PHP, Node.js and Golang
- Reusable Templates: Add strong functionality quickly with an array of ready-to-use templates.
Zentrunk
- IP Authentication: Access or authenticate SIP trunks using IP credentials or authentication for added security.
- Encrypted Trunks: Secure trunks with Secure Real-Time Transport Protocol (SRTP) and Transport Layer Security (TLS).
- Fraud Protection and Alerts: Detect and get automatic alerts to any fraudulent activity on the account.
- Self-Service: Easily manage and access account analytics, SIP trunks and logs.
- Separated Trucks: Initiate easy traffic management and segmentation with the SIP domain.
Phone Numbers
- Search: Look for prefixes or numbers ranging across more than 120 countries and refine results based on region, capabilities and number types.
- Purchase: Get frictionless allocation, purchase and instant activation and make purchases at sub-account or account levels.
Number Lookup API: Determine number type, carrier, country and format for any phone number across the globe starting at $0.004 per API request.

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Analyst Rating Summary

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User Sentiment Summary

91%

of users recommend this product

Amazon Connect has a 'excellent' User Satisfaction Rating of 91% when considering 114 user reviews from 3 recognized software review sites.

90%

of users recommend this product

Plivo has a 'excellent' User Satisfaction Rating of 90% when considering 578 user reviews from 5 recognized software review sites.

4.3 (34)

4.5 (419)

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4.46 (78)

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4.5 (76)

4.7 (69)

3.7 (3)

4.4 (11)

4.0 (2)

Awards

Synopsis of User Ratings and Reviews

Easy to Use: The interface is straightforward and intuitive, making it simple for users to learn and navigate the system. This ease of use allows managers and supervisors to independently make changes to call flows and agent groups without relying on others.

Scalability: Amazon Connect's cloud-based nature allows businesses to easily scale their contact center operations up or down as needed. This flexibility is particularly beneficial for businesses with fluctuating call volumes or seasonal demands.

Cost-Effective: The pay-as-you-go pricing model means businesses only pay for the resources they use, making it a cost-effective solution compared to traditional on-premises contact center systems.

Integrations: Amazon Connect integrates seamlessly with other AWS services and third-party applications, allowing businesses to create a unified communications ecosystem. This can include CRM systems, helpdesk platforms, and workforce management tools.

Advanced Features: The platform offers a wide range of features, including skills-based routing, call recording, real-time analytics, and chatbots, enabling businesses to deliver a personalized and efficient customer experience.

Features: Approximately 83% of users said that the product offers robust features that help save call center minutes. It also has many pre-built functions, such as the "press one to accept," that give users the ability to quickly create a prototype of the user interaction without any coding requirement.

Scalability: The platform is feature-rich according to about 100% of users. It comes with SMS failure detection and notification capabilities that help enhance operational workflows.

Customization: The product offers rich customization capabilities according to 100% of users.

Customer Support: According to 100% of users, support representatives promptly answer all urgent support needs.

User Interface: Approximately 100% of users said they like the product's user interface because of its simplicity. It can also integrate easily with other software.

API: The product offers an easy and well-documented API according to 100% of users.

Limited Customization: The user interface can be challenging to navigate and customize to specific workflows, especially for complex routing needs or integrations with other systems.

Reporting Challenges: Generating customized reports or accessing granular data for analysis can be difficult, limiting the ability to gain deep insights into call center performance and agent activity.

Learning Curve: The platform's features and functionalities can have a steep learning curve, requiring significant time and effort for users to become proficient, especially those without a technical background.

Add-ons: According to 60% of users, the product lacks many added features such as RCS capabilities, bridge libraries that can translate XML format to other formats and community support.

Documentation: More than 80% of users said that documentation is very detailed and tedious.

Amazon Connect, the cloud-based contact center software from Amazon Web Services (AWS), has garnered a mixed bag of user reviews over the past year. While some users rave about its user-friendly interface, scalability to accommodate growth, and cost-effectiveness compared to traditional contact center solutions, others point out its limitations in advanced features and express dissatisfaction with customer support. The software's strengths lie in its ease of use, particularly for those familiar with other AWS products, and its pay-as-you-go pricing model, which allows businesses to only pay for what they use. This makes it a great option for startups and small businesses looking for an affordable and scalable solution. However, more established businesses with complex needs may find the lack of advanced features, such as robust workforce management tools, to be a dealbreaker. One of the key differentiators of Amazon Connect is its seamless integration with other AWS services, such as Amazon Lex for chatbots and Amazon Polly for text-to-speech. This allows businesses to easily add AI-powered features to their contact center without the need for extensive coding or third-party integrations. However, this tight integration with the AWS ecosystem can also be a drawback for businesses that use other cloud platforms or have existing investments in third-party contact center solutions. Overall, Amazon Connect is a solid choice for businesses seeking a user-friendly and cost-effective cloud contact center solution, especially those already invested in the AWS ecosystem. However, businesses with complex requirements or those seeking top-tier customer support may want to explore other options.

Plivo is a cloud-based communication system that helps digitize and modernize business interactions. Users can automatically interact with peers and customers in over 190 countries using text messages. Based on reviews, the product offers a modern, intuitive and easily navigable interface. It is scalable, customizable and offers several features that optimize tasks. On the downside, users complain about the unavailability of many add-ons to make processes smoother. Moreover, the initial documentation is also incredibly daunting. All in all, it's an ideal choice for all small, mid, large and new businesses in almost all sectors.

Screenshots

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FAQ

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