Five9 vs Amazon Connect

The product offers a seamless customer service experience with prompt query and issue resolution. Support people are always willing to help and solve complex and lengthy issues with total productivity and efficiency. With the ongoing pandemic, businesses can let their employees work from home with the same productivity and little or no extra effort. However, the implementation process is cumbersome and takes a long time or users run into issues during deployment. Some features such as call hold, caller ID, call transfer and others aren’t up to the mark and hinder the calling process significantly. Overall, the product is an ideal choice for small and medium businesses. But be sure to demo extensively before buying!

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.