Amazon Connect vs. MiContact Center

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
MiContact Center
Score 9.5 out of 10
N/A
Canadian company Mitel offers MiContact Center, a call and contact center solution designed for both small businesses and larger enterprises. It comes in several different iterations that support various needs and use cases.N/A
Pricing
Amazon ConnectMiContact Center
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 ConnectMiContact Center
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Amazon ConnectMiContact Center
Top Pros
Top Cons
Features
Amazon ConnectMiContact Center
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
MiContact Center
8.5
2 Ratings
2% above category average
Agent dashboard5.44 Ratings9.01 Ratings
Validate callers7.24 Ratings8.01 Ratings
Outbound response7.24 Ratings9.02 Ratings
Call forwarding7.14 Ratings8.42 Ratings
Click-to-call (CTC)7.24 Ratings9.52 Ratings
Warm transfer8.94 Ratings9.01 Ratings
Predictive dialing5.23 Ratings7.52 Ratings
Interactive voice response6.24 Ratings9.52 Ratings
REST APIs9.03 Ratings8.01 Ratings
Call scripts5.44 Ratings8.01 Ratings
Call tracking7.24 Ratings9.02 Ratings
Multichannel integration9.14 Ratings8.01 Ratings
CRM software integration8.94 Ratings8.01 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Amazon Connect
6.0
4 Ratings
32% below category average
MiContact Center
8.6
2 Ratings
4% above category average
Inbound call routing9.04 Ratings8.52 Ratings
Omnichannel inbound routing5.44 Ratings9.01 Ratings
Recording7.24 Ratings8.52 Ratings
Quality management7.14 Ratings8.52 Ratings
Call analytics3.54 Ratings8.01 Ratings
Historical reporting5.44 Ratings9.01 Ratings
Live reporting5.44 Ratings9.01 Ratings
Customer surveys5.34 Ratings9.01 Ratings
Customer interaction analytics5.34 Ratings8.01 Ratings
Best Alternatives
Amazon ConnectMiContact Center
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 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 ConnectMiContact Center
Likelihood to Recommend
7.2
(4 ratings)
9.5
(2 ratings)
User Testimonials
Amazon ConnectMiContact Center
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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Mitel Networks Corporation
We used to have Cloudagent from Ozonetel and due to multiple downtimes and frequent disconnects, It is a good tool for a well-settled call center but is not suitable for startups due to high procurement costs. But the sophistication makes up for the lack of support from the team. The tool is absolute bliss.
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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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Mitel Networks Corporation
  • Call forwarding
  • Voicemail
  • Detailed contact list
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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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Mitel Networks Corporation
  • Can be little economic
  • Hustle to find the right analysis
  • Support can be improved
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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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Mitel Networks Corporation
- Great Tool for contact center who would like to have all the processes under single roof - Premium features and best analytics to understand the process metrics - We have been able to onboard new joiner's easily without much support form the MITEl team and they have been working ever since.
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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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Mitel Networks Corporation
  • It keeps all side of our company connected
  • Helps facilitate remote work
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ScreenShots