Amazon Connect vs. Microsoft Teams

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 Teams
Score 8.0 out of 10
N/A
Microsoft Teams combines video conferencing software with team collaboration tools. The communications platform allows MS Office users to conduct conference calls and share files via SharePoint, and join or initiate a group chat.
$5
per month
Pricing
Amazon ConnectMicrosoft Teams
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
$0.00
per user/per month
Microsoft 365 Business Basic
$5.00
per user/per month
Microsoft 365 Business Standard
$12.50
per user/per month
Office 365 E3
$20.00
per user/per month
Offerings
Pricing Offerings
Amazon ConnectMicrosoft Teams
Free Trial
YesNo
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsDiscounts are available for non profit organizations.
More Pricing Information
Community Pulse
Amazon ConnectMicrosoft Teams
Considered Both Products
Amazon Connect
Chose Amazon Connect
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. …
Microsoft Teams

No answer on this topic

Top Pros
Top Cons
Features
Amazon ConnectMicrosoft Teams
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 Teams
-
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
Microsoft Teams
-
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
Project Management
Comparison of Project Management features of Product A and Product B
Amazon Connect
-
Ratings
Microsoft Teams
7.0
183 Ratings
12% below category average
Task Management00 Ratings7.4138 Ratings
Gantt Charts00 Ratings6.170 Ratings
Scheduling00 Ratings7.8154 Ratings
Workflow Automation00 Ratings6.495 Ratings
Mobile Access00 Ratings7.8175 Ratings
Search00 Ratings7.3161 Ratings
Visual planning tools00 Ratings6.4111 Ratings
Communication
Comparison of Communication features of Product A and Product B
Amazon Connect
-
Ratings
Microsoft Teams
7.6
192 Ratings
6% below category average
Chat00 Ratings8.9191 Ratings
Notifications00 Ratings8.0190 Ratings
Discussions00 Ratings8.4178 Ratings
Surveys00 Ratings7.3105 Ratings
Internal knowledgebase00 Ratings6.8117 Ratings
Integrates with GoToMeeting00 Ratings6.847 Ratings
Integrates with Gmail and Google Hangouts00 Ratings5.943 Ratings
Integrates with Outlook00 Ratings8.8156 Ratings
File Sharing & Management
Comparison of File Sharing & Management features of Product A and Product B
Amazon Connect
-
Ratings
Microsoft Teams
7.3
178 Ratings
10% below category average
Versioning00 Ratings7.0123 Ratings
Video files00 Ratings7.4151 Ratings
Audio files00 Ratings7.6153 Ratings
Document collaboration00 Ratings8.1165 Ratings
Access control00 Ratings7.4149 Ratings
Advanced security features00 Ratings6.9111 Ratings
Integrates with Google Drive00 Ratings5.953 Ratings
Device sync00 Ratings8.0125 Ratings
Best Alternatives
Amazon ConnectMicrosoft Teams
Small Businesses
CloudTalk
CloudTalk
Score 9.3 out of 10
Avaza
Avaza
Score 9.6 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Troop Messenger
Troop Messenger
Score 9.8 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
HCL Connections
HCL Connections
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Amazon ConnectMicrosoft Teams
Likelihood to Recommend
7.1
(4 ratings)
8.0
(270 ratings)
Likelihood to Renew
-
(0 ratings)
4.9
(9 ratings)
Usability
-
(0 ratings)
7.9
(53 ratings)
Availability
-
(0 ratings)
9.0
(1 ratings)
Performance
-
(0 ratings)
8.0
(1 ratings)
Support Rating
-
(0 ratings)
8.3
(113 ratings)
Implementation Rating
-
(0 ratings)
10.0
(1 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
6.3
(7 ratings)
Product Scalability
-
(0 ratings)
10.0
(1 ratings)
Professional Services
-
(0 ratings)
7.0
(7 ratings)
User Testimonials
Amazon ConnectMicrosoft Teams
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
Positive: The virtual workspace created for a work team within the same company, for the resemblance of information and communications in one place.Negative: The access for members of a non-profit organization who have external emails from the host but need the same access as an internal person since their volunteer work is part of the very core of the federation.
Read full review
Pros
Amazon AWS
  • Auto call distribution.
  • Web based scripting.
  • Easy chat deployment.
  • Call Recording.
  • Customer heat check.
  • Detailed reporting.
  • Live monitoring.
Read full review
Microsoft
  • Virtual meetings - ease of set up and execution
  • File sharing! We build channels for projects, and being able to invite only project members is huge!
  • Peer-to-peer communications - being able to "ping" one of my colleagues, either text, video or call-only, on-demand, is what runs our business.
Read full review
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
  • The feature of notifications in the mobile application could be improved. Sometimes notifications of different teams are not visible and are only visible when the application is opened.
  • It uses lots of computational resources while running and thus, slows down the system sometimes.
  • It allows a few channels per team. The number of channels could be increased for better productivity.
Read full review
Likelihood to Renew
Amazon AWS
No answers on this topic
Microsoft
Microsoft Teams is included with our Office 365 subscription and we have no intention of migrating off of Office 365 and Microsoft products. Since Microsoft Teams is included for free with our Office 365 subscription, and since we enjoy all the features, benefits, and functionality, there is no question that our team will continue to use the product
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Usability
Amazon AWS
No answers on this topic
Microsoft
User experience has been much better than the previous Skype for Business app. It has an easy-to-use interface with persistent chats. The search feature is very fast and useful. MS Teams has mostly focused on Collaboration and team building features which are very useful for organizational communications. Since Teams is accessible from multiple platforms like Laptop, Desktop, Mobile phones, etc it has been very convenient from a Mobility perspective.
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Reliability and Availability
Amazon AWS
No answers on this topic
Microsoft
Rare, but outages do happen
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Performance
Amazon AWS
No answers on this topic
Microsoft
Sometimes about once a week I get a message that says "Sorry, there seems to be something wrong". But it goes away in a few minutes.
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Support Rating
Amazon AWS
No answers on this topic
Microsoft
Using Microsoft Teams has resulted in much faster business communications with both co-workers and consultants. There has been little need for support with this software as the interface is very intuitive and the product is overall very well designed. We did encounter an issue with the built-in phone service, however, this was quickly resolved by the support team.
Read full review
Implementation Rating
Amazon AWS
No answers on this topic
Microsoft
I find everything I need for my day-to-day work.
Read full review
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
Our company and IT department previously used Skype for our communication needs. Skype was not dependable in my opinion, because it seems each time I used it during a call and/or a meeting, I and several other team members would get disconnected more than once. This caused a great interruption of our meeting, caused team members to have to ask others to repeat themselves and caused a general lack of interest in employee attendance during meetings.
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Contract Terms and Pricing Model
Amazon AWS
No answers on this topic
Microsoft
Honestly, this tool is worth every penny. Yes, it's not free and you pay for the quality of services and the license. But the ROI and the benefits are all there. Also, the renewal, negotiation, and contract terms are all very well explained by our Microsoft account manager, and she's a charm.
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Scalability
Amazon AWS
No answers on this topic
Microsoft
It does not appear to have a limit to how many teams and employees we can have using it
Read full review
Professional Services
Amazon AWS
No answers on this topic
Microsoft
I used Skype for Business to take calls, hold conferences, and provide remote assistance to users. Microsoft Teams, on the other hand, is superior to Skype for Business in my opinion. My job entails a lot of screen sharing.
Read full review
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.
Read full review
Microsoft
  • I'm not sure I can point to a specific ROI, but it has improved our ability to communicate and work more effectively together.
  • It's also nice to have records of every interaction, photo, and document that has been shared. Less chance of something completely disappearing.
Read full review
ScreenShots