TrustRadius

Amazon Connect vs. Leaptree Optimize

Overview
ProductRatingMost Used ByProduct SummaryStarting 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
Leaptree Optimize
Score 0.0 out of 10
N/A
100% Salesforce native, Leaptree Optimize is a Customer Experience QA and performance management solution built to help customer service, support, and sales teams boost quality, compliance, and efficiency. By automating manual CX quality assurance tasks, Leaptree Optimize helps teams to score more customer interactions, delivering faster insights and actionable feedback. Key Features: AI-Driven CX QA Automation – Reduces manual scoring time and…
$9,995
per year (for up to 10 CX evaluators and 100 CX agents)
Pricing
Amazon ConnectLeaptree Optimize
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
Professional
$89
per month (billed annually) per CX QA evaluator (>10)
Enterprise
$109
per month (billed annually) per CX QA evaluator (>10)
Offerings
Pricing Offerings
Amazon ConnectLeaptree Optimize
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup fee$3,500 one-time fee
Additional Details——
More Pricing Information
Community Pulse
Amazon ConnectLeaptree Optimize
Features
Amazon ConnectLeaptree Optimize
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
Leaptree Optimize
-
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 Product A and Product B
Amazon Connect
7.7
6 Ratings
8% below category average
Leaptree Optimize
-
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 ConnectLeaptree Optimize
Small Businesses
CloudTalk
CloudTalk
Score 7.5 out of 10
8x8 Contact Center
8x8 Contact Center
Score 8.9 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 7.5 out of 10
8x8 Contact Center
8x8 Contact Center
Score 8.9 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 8.4 out of 10
8x8 Contact Center
8x8 Contact Center
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Amazon ConnectLeaptree Optimize
Likelihood to Recommend
8.5
(6 ratings)
-
(0 ratings)
Usability
8.5
(2 ratings)
-
(0 ratings)
User Testimonials
Amazon ConnectLeaptree Optimize
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.
Verified User
Anonymous
Read full review
Leaptree
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.
Verified User
Anonymous
Read full review
Leaptree
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.
JM
Jadwel Mayna
Strategic Planning Manager
Read full review
Leaptree
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
Verified User
Anonymous
Read full review
Leaptree
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
Navidut Tauhid | TrustRadius Reviewer
Navidut Tauhid
Information Technology Instructor
Read full review
Leaptree
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.
Verified User
Anonymous
Read full review
Leaptree
No answers on this topic
ScreenShots

Leaptree Optimize Screenshots

Screenshot of a view of Leaptree OptimizeScreenshot of the contact center performance monitoring dashboard, with reports.Screenshot of where chat interactions are scored within the customer service history.Screenshot of Screenshot of where to assign targeted learning actions when agent performance drops.Screenshot of an example of automated scorecard creation and sampling, with AI-powered interaction review.