Amazon Connect vs. Five9

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
Five9
Score 8.0 out of 10
N/A
Five9 is cloud contact center software for inbound, outbound, blended, or multi-channel operations. This solution includes management capabilities such as campaign management, quality monitoring, real-time and historical reporting, and call recording.N/A
Pricing
Amazon ConnectFive9
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
Core
Contact sales team
Contact sales team
Premium
Contact sales team
Contact sales team
Optimum
Contact sales team
Contact sales team
Ultimate
Contact sales team
Contact sales team
Offerings
Pricing Offerings
Amazon ConnectFive9
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsFive9 offers pricing options to suit your business needs: Monthly On-Demand —Companies looking to quickly scale their operations with minimum costs Per-Minute Fees — Products such as voice message broadcasting or IVR with Speech recognition Annual Contracts — Reduced fee compared to monthly on-demand pricing
More Pricing Information
Features
Amazon ConnectFive9
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Amazon Connect
7.2
4 Ratings
15% below category average
Five9
8.5
14 Ratings
2% above category average
Agent dashboard5.34 Ratings8.314 Ratings
Validate callers7.14 Ratings7.913 Ratings
Outbound response7.14 Ratings8.312 Ratings
Call forwarding7.14 Ratings8.910 Ratings
Click-to-call (CTC)7.14 Ratings9.310 Ratings
Warm transfer8.94 Ratings8.612 Ratings
Predictive dialing5.13 Ratings9.811 Ratings
Interactive voice response6.24 Ratings9.610 Ratings
REST APIs9.03 Ratings8.69 Ratings
Call scripts5.34 Ratings6.011 Ratings
Call tracking7.24 Ratings8.914 Ratings
Multichannel integration9.14 Ratings7.413 Ratings
CRM software integration8.94 Ratings8.813 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Amazon Connect
5.9
4 Ratings
33% below category average
Five9
8.5
23 Ratings
3% above category average
Inbound call routing9.04 Ratings8.912 Ratings
Omnichannel inbound routing5.34 Ratings7.710 Ratings
Recording7.24 Ratings8.813 Ratings
Quality management7.14 Ratings7.723 Ratings
Call analytics3.44 Ratings9.413 Ratings
Historical reporting5.34 Ratings8.314 Ratings
Live reporting5.34 Ratings8.312 Ratings
Customer surveys5.34 Ratings00 Ratings
Customer interaction analytics5.34 Ratings9.111 Ratings
Best Alternatives
Amazon ConnectFive9
Small Businesses
CloudTalk
CloudTalk
Score 9.4 out of 10
CloudTalk
CloudTalk
Score 9.4 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 ConnectFive9
Likelihood to Recommend
7.1
(4 ratings)
7.3
(38 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(1 ratings)
Usability
-
(0 ratings)
9.0
(1 ratings)
Availability
-
(0 ratings)
9.0
(1 ratings)
Performance
-
(0 ratings)
8.0
(1 ratings)
Support Rating
-
(0 ratings)
9.0
(9 ratings)
Online Training
-
(0 ratings)
10.0
(1 ratings)
Implementation Rating
-
(0 ratings)
10.0
(1 ratings)
Configurability
-
(0 ratings)
9.0
(1 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
8.0
(1 ratings)
Ease of integration
-
(0 ratings)
9.0
(1 ratings)
Product Scalability
-
(0 ratings)
9.0
(1 ratings)
Professional Services
-
(0 ratings)
9.0
(1 ratings)
Vendor post-sale
-
(0 ratings)
8.0
(1 ratings)
Vendor pre-sale
-
(0 ratings)
8.0
(1 ratings)
User Testimonials
Amazon ConnectFive9
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
Five9
Five9 is suited for both large-scale and small-scale companies. If your company deals with marketing more than the technical aspect, Five9 gives a mode of communication and getting in touch with our customer or client in the most reliable way rather than setting physical meetings. In the covid period, Five9 has made it easier to work on calls.
Read full review
Pros
Amazon AWS
  • Auto call distribution.
  • Web based scripting.
  • Easy chat deployment.
  • Call Recording.
  • Customer heat check.
  • Detailed reporting.
  • Live monitoring.
Read full review
Five9
  • Easy dialing and call logging. The process of starting or answering a call, then logging a call disposition with its notes, is simple and easy.
  • Voicemail drops. You can pre-record voicemails to leave for customers without needing to speak the voicemail content each time. This is a huge timesaver for our reps.
  • You can customize the call dispositions / call labels to match what's used in your CRM.
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.
Read full review
Five9
  • Java based desktop application is a pain to keep updated.
  • The user interface for the agent desktop application is clunky and outdated. It could use a facelift.
  • The help center for documentation isn't well organized and the documentation needs substantial editing.
Read full review
Likelihood to Renew
Amazon AWS
No answers on this topic
Five9
Robust product, great reliability and support.
Read full review
Usability
Amazon AWS
No answers on this topic
Five9
UI is very user friendly and intuitive. Updates are implemented immediately.
Read full review
Reliability and Availability
Amazon AWS
No answers on this topic
Five9
We have had minimal downtime due to system outages since it was implemented.
Read full review
Performance
Amazon AWS
No answers on this topic
Five9
The system's performance is great. Page loads quickly. Reports are generated quickly and sent to our email or FTP. The integration did not impact the performance of our other applications. We have not seen any drop in the performance of either applications since we performed the integration.
Read full review
Support Rating
Amazon AWS
No answers on this topic
Five9
Five9's Customer Support team is also based in Manila Philippines, thus turnaround email response times for our reported issues are great for our requirements. Their CS agents also facilitate mobile calls to followup on outstanding issues and operate on a 24/7 schedule. We've also had experience working with the senior tech agents to investigate recurring issues to completion.
Read full review
Online Training
Amazon AWS
No answers on this topic
Five9
I took the certification course for administrator and also received some tips while working with the developer during implementation. The UI was very intuitive, so I was able to figure out how things worked when I configured the users, skills, campaigns, IVR scripts. I worked with the Five9 AI team to beta test Agent Assist.
Read full review
Implementation Rating
Amazon AWS
No answers on this topic
Five9
The implementation team that was assigned to us was great. The project manager was very helpful and managed the timeline very efficiently. The developer was very helpful and provided insights while helping us configure the system.
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
Read full review
Five9
Initially selected Five9 but have since switched to RingCentral which has given us what we needed. Better CRM integration, simpler and in my opinion more robust reporting capabilities and the same omnichannel solution at a fraction of the cost
Read full review
Contract Terms and Pricing Model
Amazon AWS
No answers on this topic
Five9
We do annual renewals and it's concurrent licensing which is great.
Read full review
Scalability
Amazon AWS
No answers on this topic
Five9
It was very easy to add additional licenses. Once we placed the order, it was activated the following day. Since it's web-based, it's very quick to deploy across multiple sites.
Read full review
Professional Services
Amazon AWS
No answers on this topic
Five9
Five9 Professional Services team is very knowledgeable and efficient. I worked with them during implementation and during beta testing for Five9 Agent Assist and Ai Insights.
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.
Read full review
Five9
  • Cost savings: Five9 replaced a premise-based outbound dialer and a different virtual call center solution for inbound.
  • Cost savings: Five9's voice over IP is less expensive than the land lines we were using.
  • Cost savings: Five9 requires significantly less management than our previous solutions.
Read full review
ScreenShots

Five9 Screenshots

Screenshot of Screenshot of Screenshot of Screenshot of