Amazon Connect vs. Webex Contact Center

Overview
ProductRatingMost Used ByProduct SummaryStarting 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
Webex Contact Center
Score 8.6 out of 10
N/A
Cisco 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 Connect

No answer on this topic

Webex Contact Center
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 …
Top Pros
Top Cons
Features
Amazon ConnectWebex Contact Center
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Amazon Connect
7.3
4 Ratings
14% below category average
Webex Contact Center
8.3
22 Ratings
1% below category average
Agent dashboard5.64 Ratings9.022 Ratings
Validate callers7.34 Ratings7.621 Ratings
Outbound response7.34 Ratings7.115 Ratings
Call forwarding7.24 Ratings9.020 Ratings
Click-to-call (CTC)7.34 Ratings9.019 Ratings
Warm transfer8.94 Ratings8.221 Ratings
Predictive dialing5.33 Ratings6.411 Ratings
Interactive voice response6.44 Ratings9.019 Ratings
REST APIs8.93 Ratings8.020 Ratings
Call scripts5.74 Ratings8.817 Ratings
Call tracking7.44 Ratings8.119 Ratings
Multichannel integration9.24 Ratings9.420 Ratings
CRM software integration8.84 Ratings7.719 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Amazon Connect
6.2
4 Ratings
29% below category average
Webex Contact Center
8.5
19 Ratings
3% above category average
Inbound call routing9.14 Ratings9.018 Ratings
Omnichannel inbound routing5.74 Ratings9.018 Ratings
Recording7.44 Ratings9.818 Ratings
Quality management7.24 Ratings7.614 Ratings
Call analytics3.94 Ratings7.916 Ratings
Historical reporting5.74 Ratings8.418 Ratings
Live reporting5.64 Ratings8.217 Ratings
Customer surveys5.54 Ratings8.216 Ratings
Customer interaction analytics5.54 Ratings8.315 Ratings
Best Alternatives
Amazon ConnectWebex Contact Center
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Amazon ConnectWebex Contact Center
Likelihood to Recommend
7.3
(4 ratings)
8.6
(23 ratings)
Likelihood to Renew
-
(0 ratings)
8.2
(1 ratings)
User Testimonials
Amazon ConnectWebex Contact Center
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.
Read full review
Cisco
- Well suited in managing a large staff base in a call centre environment. The real time data is incredibly insightful and useful - Gathering statistics for both customers and staff habits has large benefits towards creating an efficient workplace for all involved - Allows us to help staff grow in areas they might lack in with the was we can see and understand their habits
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Pros
Amazon AWS
  • Auto call distribution.
  • Web based scripting.
  • Easy chat deployment.
  • Call Recording.
  • Customer heat check.
  • Detailed reporting.
  • Live monitoring.
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Cisco
  • Things that it does particularly well include a really good UX or UI so that our agents as well as our administrators, can easily provide remote access from agents, new agents, and old agents, manage interactions with customers, and have a good call experience from start to finish.
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.
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Cisco
  • Better integration with Webex Calling.
  • More on premise features integrated into the cloud solution.
  • Better documentation for pebble templates.
  • Better information for changes and when new features are available. Instead of having to look on the what’s coming webpage alerts or a pop-up inside Webex control hub would be nice.
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
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Cisco
They all have the niche, but I feel Webex is the most well rounded complete suite. It provides exactly what a business would need, from an onboarding, training, security, updates, road mapping all the way to great user experience and beyond.
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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.
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Cisco
  • Increasing the number of channels agent can reach out to customers, especially text has shaved off a lot of hours from calling , leaving voicemail and waiting for customers to call back.
  • Less Downtime. No Upgrades or certificate Renewal, so fewer overtime hours.
  • Adoption of new features is now so quick, I don't have to worry about upgrading the Software or even hardware to get new features deployed.
Read full review
ScreenShots

Webex Contact Center Screenshots

Screenshot of Agent desktop viewScreenshot of View of Analyzer - Dark ModeScreenshot of Contact Center in Control Hub viewScreenshot of Supervisor desktop view