Amazon Connect vs. ICR Evolution

Amazon Connect

ICR Evolution

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Amazon Connect	Score 8.4 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
ICR Evolution	Score 0.0 out of 10	N/A	ICR evolution boasts 25-years of experience developing solutions for a worldwide client base, to improve how their end customers experience service within their organization. The company's main focus is to help clients provide their clients with more agile, simple, efficient and productive relationships when it comes to serving customers. ICR evolution's inbound and outbound solutions provide functionalities such as intelligent routing of contacts (ACD/ICR), self-service with speech…	N/A

Pricing

Amazon Connect

ICR Evolution

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	ICR Evolution
Free Trial
Yes	No
Free/Freemium Version
No	Yes
Premium Consulting/Integration Services
No	No

Entry-level Setup Fee

No setup fee

Required

Additional Details

—

Pay as you go based on agents concurrently connected. Pay monthly.

More Pricing Information

Community Pulse
	Amazon Connect	ICR Evolution

Features

Amazon Connect

ICR Evolution

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	ICR Evolution - Ratings
Agent dashboard	9.06 Ratings	00 Ratings
Validate callers	8.56 Ratings	00 Ratings
Outbound response	7.56 Ratings	00 Ratings
Call forwarding	7.05 Ratings	00 Ratings
Click-to-call (CTC)	7.56 Ratings	00 Ratings
Warm transfer	8.05 Ratings	00 Ratings
Predictive dialing	5.04 Ratings	00 Ratings
Interactive voice response	7.06 Ratings	00 Ratings
REST APIs	9.04 Ratings	00 Ratings
Call scripts	8.05 Ratings	00 Ratings
Call tracking	9.05 Ratings	00 Ratings
Multichannel integration	7.06 Ratings	00 Ratings
CRM software integration	9.06 Ratings	00 Ratings

Workforce Optimization (WFO)

Comparison of Workforce Optimization (WFO) features of Product A and Product B
	Amazon Connect 7.7 6 Ratings 8% below category average	ICR Evolution - Ratings
Inbound call routing	8.06 Ratings	00 Ratings
Omnichannel inbound routing	8.06 Ratings	00 Ratings
Recording	9.05 Ratings	00 Ratings
Quality management	6.05 Ratings	00 Ratings
Call analytics	9.06 Ratings	00 Ratings
Historical reporting	9.05 Ratings	00 Ratings
Live reporting	6.06 Ratings	00 Ratings
Customer surveys	6.05 Ratings	00 Ratings
Customer interaction analytics	8.05 Ratings	00 Ratings

Best Alternatives
	Amazon Connect	ICR Evolution
Small Businesses	CloudTalk Score 7.5 out of 10	CloudTalk Score 7.5 out of 10
Medium-sized Companies	CloudTalk Score 7.5 out of 10	CloudTalk Score 7.5 out of 10
Enterprises	Google Cloud Contact Center AI Score 5.2 out of 10	Google Cloud Contact Center AI Score 5.2 out of 10
All Alternatives	View all alternatives	View all alternatives

User Ratings
	Amazon Connect	ICR Evolution
Likelihood to Recommend	8.5 (6 ratings)	- (0 ratings)
Usability	8.5 (2 ratings)	- (0 ratings)

User Testimonials
	Amazon Connect	ICR Evolution
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	ICR Evolution No answers on this topic
Pros	Amazon AWS It helps us connect with ServiceNow as a direct integration. It allows us to document everything from the chat with ticket documentation in real time. It allows us to track agent and case activities. Incentivized Verified User Anonymous Read full review	ICR Evolution No answers on this topic
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	ICR Evolution No answers on this topic
Usability	Amazon AWS 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 Incentivized Verified User Anonymous Read full review	ICR Evolution No answers on this topic
Alternatives Considered	Amazon AWS 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 Incentivized Navidut Tauhid Information Technology Instructor Read full review	ICR Evolution No answers on this topic
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	ICR Evolution No answers on this topic
ScreenShots