Amazon Connect vs. Microsoft Azure

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
Microsoft Azure
Score 8.6 out of 10
N/A
Microsoft Azure is a cloud computing platform and infrastructure for building, deploying, and managing applications and services through a global network of Microsoft-managed datacenters.
$29
per month
Pricing
Amazon ConnectMicrosoft Azure
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
Developer
$29
per month
Standard
$100
per month
Professional Direct
$1000
per month
Basic
Free
per month
Offerings
Pricing Offerings
Amazon ConnectMicrosoft Azure
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsThe free tier lets users have access to a variety of services free for 12 months with limited usage after making an Azure account.
More Pricing Information
Features
Amazon ConnectMicrosoft Azure
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
Microsoft Azure
-
Ratings
Agent dashboard5.34 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
Microsoft Azure
-
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 reporting5.34 Ratings00 Ratings
Customer surveys5.34 Ratings00 Ratings
Customer interaction analytics5.34 Ratings00 Ratings
Infrastructure-as-a-Service (IaaS)
Comparison of Infrastructure-as-a-Service (IaaS) features of Product A and Product B
Amazon Connect
-
Ratings
Microsoft Azure
8.6
17 Ratings
5% above category average
Service-level Agreement (SLA) uptime00 Ratings8.616 Ratings
Dynamic scaling00 Ratings9.316 Ratings
Elastic load balancing00 Ratings8.916 Ratings
Pre-configured templates00 Ratings6.816 Ratings
Monitoring tools00 Ratings7.816 Ratings
Pre-defined machine images00 Ratings8.315 Ratings
Operating system support00 Ratings9.616 Ratings
Security controls00 Ratings9.016 Ratings
Automation00 Ratings8.615 Ratings
Best Alternatives
Amazon ConnectMicrosoft Azure
Small Businesses
CloudTalk
CloudTalk
Score 9.4 out of 10
Amazon S3
Amazon S3
Score 8.9 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
SAP on IBM Cloud
SAP on IBM Cloud
Score 9.6 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
SAP on IBM Cloud
SAP on IBM Cloud
Score 9.6 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Amazon ConnectMicrosoft Azure
Likelihood to Recommend
7.1
(4 ratings)
8.5
(87 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(15 ratings)
Usability
-
(0 ratings)
9.0
(27 ratings)
Availability
-
(0 ratings)
6.8
(2 ratings)
Support Rating
-
(0 ratings)
8.8
(27 ratings)
Implementation Rating
-
(0 ratings)
8.0
(2 ratings)
User Testimonials
Amazon ConnectMicrosoft Azure
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.
Read full review
Microsoft
In terms of cloud computing, Microsoft Azure is the only comprehensive result the company offers. Regardless of how big or small an organization is, it can make use of this system. As a cyber-security professional, this is your best option for data management. A business that wants to minimize capital expenditures can use Microsoft Azure. Many Microsoft services accept it. People with little or no knowledge of cloud computing may find it impossible. It isn’t the solution for companies that don’t want to risk having only one platform and infrastructure vendor.
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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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Microsoft
  • Azure simply provides end to end life cycle. Starting from the development to automated deployment, you will find [a] bunch of options. Custom hook-points allow [integration] on-premise resources as well.
  • Excellent documentation around all the services make it really easy for any novice. Overall support by [the] community and Azure Technical team is exceptional.
  • BOT Services, Computer Vision services, ML frameworks provide excellent results as compare to similar services provided by other giants in the same space.
  • Azure data services provide excellent support to ingest data from different sources, ETL, and consumption of data for BI purpose.
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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.
Read full review
Microsoft
  • In our experience, Azure Kubernetes Survice was difficult to set up, which is why we used Kubernetes on top of VMs.
  • Azure REST API is a bit difficult to use, which made it difficult for us to automate our interactions with Azure.
  • Azure's Web UI does a good job of showing metrics on individual VMs, but it would be great if there was a way to show certain metrics from multiple VMs on one dashboard. For example, hard drive usage on our database VMs.
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Likelihood to Renew
Amazon AWS
No answers on this topic
Microsoft
Moving to Azure was and still is an organizational strategy and not simply changing vendors. Our product roadmap revolved around Azure as we are in the business of humanitarian relief and Azure and Microsoft play an important part in quickly and efficiently serving all of the world. Migration and investment in Azure should be considered as an overall strategy of an organization and communicated companywide.
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Usability
Amazon AWS
No answers on this topic
Microsoft
Microsoft Azure's overall usability has been better than expected. Often times vendors promise the world, only to leave you with a run-down town. Not the case with our experience. From an implementation perspective, all went perfect, and from the user-facing experience we have had no technical issues, just some learning curve issues that are more about "why" than "how"
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Reliability and Availability
Amazon AWS
No answers on this topic
Microsoft
It has proven to be unreliable in our production environment and services become unavailable without proper notification to system administrators
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Support Rating
Amazon AWS
No answers on this topic
Microsoft
Support is easy with all the knowledge base articles available for free on the web. Plus, if you have a preferred status you can leverage their concierge support to get rapid response. Sometimes they’ll bounce you around a lot to get you to the right person, but they are quite responsive (especially when you are paying for the service). Many of the older Microsoft skills are also transferable from old-school on-prem to Azure-based virtual interfaces.
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Implementation Rating
Amazon AWS
No answers on this topic
Microsoft
As I have mentioned before the issue with my Oracle Mismatch Version issues that have put a delay on moving one of my platforms will justify my 7 rating.
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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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Microsoft
As I continue to evaluate the "big three" cloud providers for our clients, I make the following distinctions, though this gap continues to close. AWS is more granular, and inherently powerful in the configuration options compared to [Microsoft] Azure. It is a "developer" platform for cloud. However, Azure PowerShell is helping close this gap. Google Cloud is the leading containerization platform, largely thanks to it building kubernetes from the ground up. Azure containerization is getting better at having the same storage/deployment options.
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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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Microsoft
  • Brings down Capex to customers.
  • Some of the built-in security features of DDoS Basic protection that comes with VNET on Azure or even WAF on AGW brings huge advantages to customers.
  • Hybrid benefits for those who have software assurance can save even more costs by moving to Azure.
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ScreenShots