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 Contact Center
Score 8.6 out of 10
N/A
Avaya Infinity™ integrates Artificial Intelligence and Workflow Orchestration into existing enterprise environments to consolidate communication channels and data insights. The platform is designed to support organizational adaptability in response to shifting customer and market requirements. The Avaya Infinity™ platform is intended for large enterprises and public sector organizations to manage customer interactions and business value. According to the vendor, the…
N/A
Pricing
Amazon Connect
Avaya 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 Connect
Avaya Contact Center
Free Trial
Yes
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
Required
Additional Details
—
—
More Pricing Information
Community Pulse
Amazon Connect
Avaya Contact Center
Features
Amazon Connect
Avaya Contact Center
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Amazon Connect
7.8
6 Ratings
8% below category average
Avaya Contact Center
8.1
38 Ratings
4% below category average
Agent dashboard
9.06 Ratings
8.136 Ratings
Validate callers
8.56 Ratings
8.533 Ratings
Outbound response
7.56 Ratings
5.932 Ratings
Call forwarding
7.05 Ratings
9.136 Ratings
Click-to-call (CTC)
7.56 Ratings
8.829 Ratings
Warm transfer
8.05 Ratings
8.936 Ratings
Predictive dialing
5.04 Ratings
5.728 Ratings
Interactive voice response
7.06 Ratings
9.432 Ratings
REST APIs
9.04 Ratings
7.927 Ratings
Call scripts
8.05 Ratings
6.630 Ratings
Call tracking
9.05 Ratings
8.735 Ratings
Multichannel integration
7.06 Ratings
9.533 Ratings
CRM software integration
9.06 Ratings
8.132 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
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.
I would say well-suited for the everyday user, with the ability to use the products. I think it's really user-friendly in that way. The lack of education for the end users, maybe through some of our companies, makes it difficult. And the turnover.
Calls are automatically terminated at an agent and do not allow for the agent to "manually" answer the incoming call. This is very problematic as agents are not able to prepare properly for incoming calls. In addition, agents have stepped away from their desks and forgotten to put themselves in an away status, and calls have been directed to them, and they just sit there with no agent present. This is a very undesirable feature of the system.
Password resets are extremely problematic and continuously cause problems for users. Agents are prompted to change their password upon expiry, and when they follow the instructions as outlined, it rarely works and ends up needing a full reset. The challenge questions are useless and do not work at all.
Support can be a bit challenging as there are definite language barriers that have made both explaining the problem and understanding the recommended solution difficult.
The system is sometimes unreliable and will randomly log agents out with no explanation. Agents are then advised by support to log out, clear cache, and log back in. This is not feasible in a busy call center.
I am really not the decision maker on this subject but given the cost of the investment in Avaya, I do not see the company not renewing the use of Avaya. The new licensing model no longer requires expensive upgrades to stay current with new features added to the system and really helps with the cost of investment.
It is reliable system. It has own IVR, Database(DynamoDB) Backend(Lambda) support of multi channel(email, chat & voice) Integration with some of the biggest CRM system
Avaya has versatility in calling, receiving, and configuring. Being able to have notion of location, exchange of messages. we could see supplier information and configure it to our liking. as it is practicality for configuration and manual handling. Interactive and easy to learn screen. Being able to generate call reports for analysis of service in others
I give it this rating because the support services of Avaya have proven to be reliable when needed. Great feedback for our queries has always been received from the support agents. 24/7 availability of support, which is very essential as our Call Center department also functions this way, therefore, the knowledge and technical support we require is always available to us.
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. Features like lense is amazing
Switched from Polycom to Avaya, although polycom worked well there were too many reoccuring connectivity issues and the turn around time for solving them was also too long. Avaya has fewer connectivity problems and their support is much better too. Pricing wise they were similar so we didn't have much to lose.
Overall from a business objective standpoint, Avaya has to have had a positive impact on our Return on Investment. Its use in day-to-day operations has been beneficial to not only the company, but the business as well.
Using the Avaya soft phones supplies a business or company a way to limit expenditures on the hard phones by allowing the use of Avaya soft phones. The equipment is no longer needed, save for headsets to be used with the application itself.
Business objectives have to be just that, objectives. Economics begs for ways for a company to limit expenditures that may see little or no return. Avaya has tackled this issue and won!
