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Amazon Connect vs. ICR Evolution

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Amazon Connect

55 Reviews and Ratings

ICR Evolution

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Amazon Connect

    Score8.3 out of 10
    		N/ALaunched 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

    		N/AN/AICR 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 ConnectICR 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 ConnectICR Evolution
    Free Trial
    YesNo
    Free/Freemium Version
    NoYes
    Premium Consulting/Integration Services
    NoNo
    Entry-level Setup FeeNo setup feeRequired
    Additional Details—Pay as you go based on agents concurrently connected. Pay monthly.
    More Pricing Information
    Community Pulse
    Amazon ConnectICR Evolution
    Considered Both Products
    Amazon AWS
    No answer on this topic
    ICR Evolution
    No answer on this topic
    Key User Insights
    Would buy again
    100%
    Would buy again
    6 Answers
    No answers on this topic
    Delivers good value for the price
    100%
    Delivers good value for the price
    6 Answers
    No answers on this topic
    Happy with the feature set
    100%
    Happy with the feature set
    6 Answers
    No answers on this topic
    Lived up to sales and marketing promises
    100%
    Lived up to sales and marketing promises
    5 Answers
    No answers on this topic
    Implementation went as expected
    100%
    Implementation went as expected
    6 Answers
    No answers on this topic
    Features
    Amazon ConnectICR Evolution
    Contact Center Software
    Comparison of Contact Center Software features of Amazon Connect and ICR Evolution
    Feature
    Amazon Connect
    7.8
    6 Ratings
    8% below category average
    ICR Evolution
    -
    Ratings
    Agent dashboard9.06 Ratings00 Ratings
    Validate callers8.56 Ratings00 Ratings
    Outbound response7.56 Ratings00 Ratings
    Call forwarding7.05 Ratings00 Ratings
    Click-to-call (CTC)7.56 Ratings00 Ratings
    Warm transfer8.05 Ratings00 Ratings
    Predictive dialing5.04 Ratings00 Ratings
    Interactive voice response7.06 Ratings00 Ratings
    REST APIs9.04 Ratings00 Ratings
    Call scripts8.05 Ratings00 Ratings
    Call tracking9.05 Ratings00 Ratings
    Multichannel integration7.06 Ratings00 Ratings
    CRM software integration9.06 Ratings00 Ratings
    Workforce Optimization (WFO)
    Comparison of Workforce Optimization (WFO) features of Amazon Connect and ICR Evolution
    Feature
    Amazon Connect
    7.7
    6 Ratings
    8% below category average
    ICR Evolution
    -
    Ratings
    Inbound call routing8.06 Ratings00 Ratings
    Omnichannel inbound routing8.06 Ratings00 Ratings
    Recording9.05 Ratings00 Ratings
    Quality management6.05 Ratings00 Ratings
    Call analytics9.06 Ratings00 Ratings
    Historical reporting9.05 Ratings00 Ratings
    Live reporting6.06 Ratings00 Ratings
    Customer surveys6.05 Ratings00 Ratings
    Customer interaction analytics8.05 Ratings00 Ratings
    Best Alternatives
    Amazon ConnectICR Evolution
    Small Businesses
    Zendesk Talk
    Score8.2 out of 10
    Zendesk Talk
    Score8.2 out of 10
    Medium-sized Companies
    Genesys Multicloud CX (discontinued)
    Score8 out of 10
    Genesys Multicloud CX (discontinued)
    Score8 out of 10
    Enterprises
    Bright Pattern Contact Center
    Score8.3 out of 10
    Bright Pattern Contact Center
    Score8.3 out of 10
    All AlternativesView all alternativesView all alternatives
    User Ratings
    Amazon ConnectICR Evolution
    Likelihood to Recommend
    8.5
    (6 ratings)
    -
    (0 ratings)
    Usability
    8.5
    (2 ratings)
    -
    (0 ratings)
    User Testimonials
    Amazon ConnectICR 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
    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
    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
    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
    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
    Read full review
    ICR Evolution
    No answers on this topic
    ScreenShots