Amazon Connect vs. LiveAgent

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
LiveAgent
Score 8.4 out of 10
Small Businesses (1-50 employees)
LiveAgent is a help desk software designed to help users bring personalization to customer interactions. LiveAgent presents an omnichannel universal inbox, real-time live chat, built-in call center, and a customer service portal. It offers customer segmentation, automation, built-in CRM, and an analytics package, as well as gamification features, ultimately containing are over 180+ help desk features, and 200+ integrations. The solution boasts users among companies like BMW, Yamaha,…
$9
per month
Pricing
Amazon ConnectLiveAgent
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
Free
$0
per month
Small
$9
per month per seat
Medium
$29
per month per seat
Large
$49
per month per seat
Enterprise
$69
per month per seat
Downloadable licence
11,950
20 agents
Offerings
Pricing Offerings
Amazon ConnectLiveAgent
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
Amazon ConnectLiveAgent
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
LiveAgent
-
Ratings
Agent dashboard5.24 Ratings00 Ratings
Validate callers7.14 Ratings00 Ratings
Outbound response7.14 Ratings00 Ratings
Call forwarding7.14 Ratings00 Ratings
Click-to-call (CTC)7.14 Ratings00 Ratings
Warm transfer8.94 Ratings00 Ratings
Predictive dialing5.13 Ratings00 Ratings
Interactive voice response6.24 Ratings00 Ratings
REST APIs9.03 Ratings00 Ratings
Call scripts5.34 Ratings00 Ratings
Call tracking7.24 Ratings00 Ratings
Multichannel integration9.14 Ratings00 Ratings
CRM software integration8.94 Ratings00 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
LiveAgent
-
Ratings
Inbound call routing9.04 Ratings00 Ratings
Omnichannel inbound routing5.34 Ratings00 Ratings
Recording7.24 Ratings00 Ratings
Quality management7.14 Ratings00 Ratings
Call analytics3.44 Ratings00 Ratings
Historical reporting5.34 Ratings00 Ratings
Live reporting5.24 Ratings00 Ratings
Customer surveys5.24 Ratings00 Ratings
Customer interaction analytics5.24 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Amazon Connect
-
Ratings
LiveAgent
7.8
59 Ratings
0% below category average
Organize and prioritize service tickets00 Ratings8.056 Ratings
Expert directory00 Ratings8.047 Ratings
Subscription-based notifications00 Ratings6.942 Ratings
ITSM collaboration and documentation00 Ratings6.838 Ratings
Ticket creation and submission00 Ratings8.558 Ratings
Ticket response00 Ratings8.559 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Amazon Connect
-
Ratings
LiveAgent
9.9
52 Ratings
26% above category average
External knowledge base00 Ratings9.949 Ratings
Internal knowledge base00 Ratings9.947 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Amazon Connect
-
Ratings
LiveAgent
8.4
58 Ratings
11% above category average
Customer portal00 Ratings9.853 Ratings
IVR00 Ratings6.828 Ratings
Social integration00 Ratings8.150 Ratings
Email support00 Ratings7.654 Ratings
Help Desk CRM integration00 Ratings9.846 Ratings
Best Alternatives
Amazon ConnectLiveAgent
Small Businesses
CloudTalk
CloudTalk
Score 9.3 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Amazon ConnectLiveAgent
Likelihood to Recommend
7.1
(4 ratings)
8.1
(117 ratings)
Likelihood to Renew
-
(0 ratings)
9.3
(4 ratings)
Usability
-
(0 ratings)
8.0
(4 ratings)
Support Rating
-
(0 ratings)
9.3
(24 ratings)
Implementation Rating
-
(0 ratings)
9.1
(2 ratings)
User Testimonials
Amazon ConnectLiveAgent
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.
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QualityUnit, LLC
LiveAgent is great for companies that want to help customers with their issues. It is also great for getting sales for our company. During our chats, if a customer is interested, we like to ask for the sale. It is too easy for the customers to say no. So it is nice that with LiveAgent, they have an automatic process where the customer can enter their item and address information and it is easy for our agents to get the sale.
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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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QualityUnit, LLC
  • Having the ability to transfer tickets or chats has proven useful when we are working with a customer who has a specific type of inquiry - perhaps a sales question or an employment request. We’ve found it helpful to have the ability to transfer the chat to the online agent best equipped to answer the inquiry so we are able to serve our customers to the highest standard and with an immediate response.
  • We find being able to add notes and labels to previous chats and tickets incredibly helpful in data collection and also in our ability to work as a dynamic team. By being able to sort our chats and tickets into an organized system that our company created, we can work cohesively to review old conversations for continuity, opportunities for growth, and with transparency between departments.
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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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QualityUnit, LLC
  • LA doesn't provide you SMS integration.
  • You cannot divert your phone call from your local carrier to LA agent directly. You need to get a third party number which is way much costly. Also, if you get a third party number to divert your calls from a local carrier to LA, then the callers have to wait more than the usual time in order to get them connected with the Customer Support Team.
  • WhatsApp Integration also unavailable.
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Likelihood to Renew
Amazon AWS
No answers on this topic
QualityUnit, LLC
I am giving this rating as Live Agent is a very good software that is essential to any small or big business that provides customer support services. It gives you the possibility to manage any of your clients issues, answer questions and keep a good relationship with them by providing quick solutions.
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Usability
Amazon AWS
No answers on this topic
QualityUnit, LLC
The initial setup, onboarding and training is easy. The system provides 2 graphic version of interfaces in black or white default colors. I would appreciate, if there were more. Some of the setup forms are not correctly resized. Overall, I'm always able to find what I am looking for in LiveAgent.
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Support Rating
Amazon AWS
No answers on this topic
QualityUnit, LLC
The one time that I contacted the customer support at LiveAgent, they were very quick to help me out and the customer support representative walked me through every thing that I needed to know to set up what I needed. Over all, the support staff at LiveAgent were perfect.
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Implementation Rating
Amazon AWS
No answers on this topic
QualityUnit, LLC
Implementation was quick and when not counting a bug on our website, it took a couple hours. It was mostly done on our end or with the assistance of LiveAgent's live chat support team. We recommend to check out LiveAgent's tutorial videos on their youtube channel or browsing their knowledge base - we've almost always found answers to our queries there.
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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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QualityUnit, LLC
Before making the decision, we evaluated many tools, but none of them met all of our needs or the costs we could bear for them, until we found LiveAgent. The implementation process was super simple and supported by the LiveAgent support team, who are excellent!
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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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QualityUnit, LLC
  • Less expensive than having multiple individual email accounts.
  • LiveAgent has helped decrease our errors since it's more straightforward than sharing a traditional inbox with multiple team members.
  • Sometimes the emails sent from LiveAgent end up in our customer's spam/junk folder because the auto-generated alpha-numeric ticket looks suspicious.
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ScreenShots

LiveAgent Screenshots

Screenshot of Inside of TicketsScreenshot of Chat - Support ViewScreenshot of Chat - Customer ViewScreenshot of Chat - Fully Customizable