Amazon Connect vs. Avaya Enterprise Cloud

Amazon Connect

Avaya Enterprise Cloud

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Amazon Connect	Score 8.0 out of 10	N/A	Launched 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 Enterprise Cloud	Score 8.0 out of 10	Enterprise companies (1,001+ employees)	Avaya Enterprise Cloud (replacing the former ReadyNow on OneCloud) is a secure, dedicated cloud solution for Avaya's enterprise level customers. The solution is presented as a fully compliant and protected private cloud with end-to-end security and built-in recovery measures, that are designed for scale. It is used to support cloud-based telephony and call control, voicemail and instant messaging, team engagement and conferencing, and mobility features and emergency calling.	N/A

Pricing

Amazon Connect

Avaya Enterprise Cloud

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 Connect	Avaya Enterprise Cloud
Free Trial
Yes	No
Free/Freemium Version
No	No
Premium Consulting/Integration Services
No	No

Entry-level Setup Fee

No setup fee

Optional

Additional Details

—

More Pricing Information

Community Pulse
	Amazon Connect	Avaya Enterprise Cloud
Top Pros	Pro Audio quality Pro Complete solution Pro Live monitoring	No answers on this topic
Top Cons	Minus Flexible features Minus Quality service Minus Support line	No answers on this topic

Features

Amazon Connect

Avaya Enterprise Cloud

Contact Center Software

Comparison of Contact Center Software features of Product A and Product B
	Amazon Connect 7.3 4 Ratings 13% below category average	Avaya Enterprise Cloud - Ratings
Agent dashboard	5.44 Ratings	00 Ratings
Validate callers	7.24 Ratings	00 Ratings
Outbound response	7.24 Ratings	00 Ratings
Call forwarding	7.24 Ratings	00 Ratings
Click-to-call (CTC)	7.24 Ratings	00 Ratings
Warm transfer	8.94 Ratings	00 Ratings
Predictive dialing	5.23 Ratings	00 Ratings
Interactive voice response	6.34 Ratings	00 Ratings
REST APIs	8.93 Ratings	00 Ratings
Call scripts	5.54 Ratings	00 Ratings
Call tracking	7.34 Ratings	00 Ratings
Multichannel integration	9.14 Ratings	00 Ratings
CRM software integration	8.94 Ratings	00 Ratings

Workforce Optimization (WFO)

Comparison of Workforce Optimization (WFO) features of Product A and Product B
	Amazon Connect 6.0 4 Ratings 32% below category average	Avaya Enterprise Cloud - Ratings
Inbound call routing	9.14 Ratings	00 Ratings
Omnichannel inbound routing	5.54 Ratings	00 Ratings
Recording	7.34 Ratings	00 Ratings
Quality management	7.24 Ratings	00 Ratings
Call analytics	3.64 Ratings	00 Ratings
Historical reporting	5.54 Ratings	00 Ratings
Live reporting	5.44 Ratings	00 Ratings
Customer surveys	5.44 Ratings	00 Ratings
Customer interaction analytics	5.44 Ratings	00 Ratings

Best Alternatives
	Amazon Connect	Avaya Enterprise Cloud
Small Businesses	CloudTalk Score 9.5 out of 10	No answers on this topic
Medium-sized Companies	Bright Pattern Contact Center Score 10.0 out of 10	No answers on this topic
Enterprises	Google Cloud Contact Center AI Score 8.9 out of 10	No answers on this topic
All Alternatives	View all alternatives	View all alternatives

User Ratings
	Amazon Connect	Avaya Enterprise Cloud
Likelihood to Recommend	7.2 (4 ratings)	8.6 (2 ratings)

User Testimonials
	Amazon Connect	Avaya Enterprise Cloud
Likelihood to Recommend	Amazon AWS Our company is a startup that is just starting to get wholesale customers. When we realized our customers needed support using our products, we set up a Contact Center via Amazon Connect. It has been very useful in allowing us to scale up very quickly, and provide services to our company as if we were a large corporation. Incentivized Verified User Anonymous Read full review	Avaya With the Avaya tools and help of the support team we can implement mini applications to meet our staff needs quickly and efficiently Incentivized Verified User Anonymous Read full review
Pros	Amazon AWS Auto call distribution. Web based scripting. Easy chat deployment. Call Recording. Customer heat check. Detailed reporting. Live monitoring. Incentivized Navidut Tauhid Information Technology Instructor Read full review	Avaya Seamless WFH connectivity New interface and ease of working for agents CX improvement Incentivized Sajal Haldar Practice Delivery Leader Read full review
Cons	Amazon AWS On reports and analytics, [I feel] Amazon Connect is slightly behind, and it should be perfected. [In my experience], Amazon Connect lacks social platform integration, which is convenient and resourceful currently. [I believe] Amazon Connect should include a queue management feature, for the call centers and customer help. Incentivized JM Jadwel Mayna Strategic Planning Manager Read full review	Avaya the Admin Portal needs to be improved to be much more robust Support Teams need to understand the difference between on premise and in the cloud applications Incentivized Verified User Anonymous Read full review
Alternatives Considered	Amazon AWS We worked through a Request For Proposal to check different Contact Center platforms, we evaluated Talkdesk, Amazon Connect and Genesys PureConnect, all of them as a SaaS platforms, and trying to go to a pay per use model. The best option for us was Amazon Connect, with a pure pay per use model according to the minutes of use, instead of the number of agents. As our goal was to automate the maximum number of contacts, we didn't want a license model based in the number of agents Incentivized HM Héctor Morán Blázquez Head of IT Read full review	Avaya Avaya Enterprise Cloud had the ability to give us a hosted private cloud over Genesys. Incentivized Sajal Haldar Practice Delivery Leader Read full review
Return on Investment	Amazon AWS Amazon Collect has allowed us to scale quickly and retain flexibility. Amazon Collect has allowed us to provide omnichannel support as if we were a larger corporation. Amazon Collect has allowed us to retain productivity. Incentivized Verified User Anonymous Read full review	Avaya when I retire my supervisor will not need to replace me no more time spent on certificates and upgrades Incentivized Verified User Anonymous Read full review
ScreenShots