Amazon Connect vs. OpenText CX-E Voice

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
OpenText CX-E Voice
Score 8.4 out of 10
Small Businesses (1-50 employees)
OpenText™ CX-E Voice adds new functions to existing infrastructure to improve communications efficiency, mobility, security and customer satisfaction. The unified communications solution delivers unified messaging, voicemail, transcription, interactive voice response (IVR), call center, a speech-driven personal assistant and automated attendant as well as automated call and text notifications.N/A
Pricing
Amazon ConnectOpenText CX-E Voice
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 ConnectOpenText CX-E Voice
Free Trial
YesYes
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 ConnectOpenText CX-E Voice
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
Amazon ConnectOpenText CX-E Voice
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
OpenText CX-E Voice
9.3
2 Ratings
11% above category average
Agent dashboard5.34 Ratings10.02 Ratings
Validate callers7.14 Ratings10.02 Ratings
Outbound response7.14 Ratings10.02 Ratings
Call forwarding7.14 Ratings9.52 Ratings
Click-to-call (CTC)7.14 Ratings9.52 Ratings
Warm transfer8.94 Ratings9.52 Ratings
Predictive dialing5.13 Ratings10.01 Ratings
Interactive voice response6.24 Ratings9.02 Ratings
REST APIs9.03 Ratings9.02 Ratings
Call scripts5.34 Ratings8.52 Ratings
Call tracking7.24 Ratings10.01 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
5.9
4 Ratings
33% below category average
OpenText CX-E Voice
8.9
2 Ratings
8% above category average
Inbound call routing9.04 Ratings10.02 Ratings
Omnichannel inbound routing5.34 Ratings10.01 Ratings
Recording7.24 Ratings8.52 Ratings
Quality management7.14 Ratings8.01 Ratings
Call analytics3.44 Ratings9.01 Ratings
Historical reporting5.34 Ratings9.02 Ratings
Live reporting5.34 Ratings10.01 Ratings
Customer surveys5.34 Ratings8.01 Ratings
Customer interaction analytics5.34 Ratings8.01 Ratings
Best Alternatives
Amazon ConnectOpenText CX-E Voice
Small Businesses
CloudTalk
CloudTalk
Score 9.4 out of 10
CloudTalk
CloudTalk
Score 9.4 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 ConnectOpenText CX-E Voice
Likelihood to Recommend
7.1
(4 ratings)
8.2
(3 ratings)
User Testimonials
Amazon ConnectOpenText CX-E Voice
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
OpenText
When you have a small team, this works best. because you can't pay like a big organisation but still need the same features. OpenTeam brings us the best features of call-centre software, but at a cut price that we can afford and create revenue upon. This is an essential software, if anything.
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
OpenText
  • Call Management
  • Simple
  • User friendly
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
OpenText
  • Need more API integration and CRM integration.
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
Read full review
OpenText
We choosed OpenText TeamQ instead of acmatel CCS because of its simple nature. Acmatel CCS was having limited feature with call tracking support. Also, OpenText TeamQ is one of the better tool when you consider the fact of consistency in calling support. I am totally grateful that I had choosen this tool for our business demand.
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
OpenText
  • Supervision can work remotely.
  • We do not need to invest in new computer telephony.
  • Global employee can be connected to the same interface.
Read full review
ScreenShots

OpenText CX-E Voice Screenshots

Screenshot of Track your faxes through an event log tab.Screenshot of Built-in viewer in the web client: XMediusFAX® Cloud allows you to view faxes directly in your browser without having to download files.Screenshot of Download the free XMediusFAX® Cloud application for Android, iPhone or iPad and send secure faxes from your mobile.Screenshot of Choose your fax recipients (device contacts, Fax service Phone Book, Favorites).Screenshot of Select your documents from any file management
application available on your mobile device.Screenshot of Configure your fax options (priority, resolution, retries).