Amazon Connect vs. Plivo

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
Plivo
Score 6.7 out of 10
Mid-Size Companies (51-1,000 employees)
Plivo’s cloud communication platform offers a way for companies to modernize their business communications. Plivo’s API platform lets businesses incorporate voice and text messaging capabilities (both SMS and MMS) into their own applications, and offers SIP trunking and phone number rental services. Benefits of choosing Plivo include: • Supports sending messages and making voice calls to 190+ countries. • Enterprise-ready Premium Communication Network boasts an uptime…
$0
per SMS recieved
Pricing
Amazon ConnectPlivo
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
SMS API Platform
$0
per SMS recieved
Zentrunk - SIP Trunking
$0
per call recieved/per minute
SMS API Platform
$0.01
per SMS sent
Zentrunk - SIP Trunking
$0.01
per call made/per minute
Voice API Platform
$0.01
per call recieved/per minute
Voice API Platform
$0.01
per call made/per minute
Local Numbers
$0.50
per month
Toll Free Numbers
$1
per month
Short Code
$500
per month
Offerings
Pricing Offerings
Amazon ConnectPlivo
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Features
Amazon ConnectPlivo
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Amazon Connect
7.3
4 Ratings
13% below category average
Plivo
-
Ratings
Agent dashboard5.64 Ratings00 Ratings
Validate callers7.34 Ratings00 Ratings
Outbound response7.34 Ratings00 Ratings
Call forwarding7.24 Ratings00 Ratings
Click-to-call (CTC)7.34 Ratings00 Ratings
Warm transfer8.94 Ratings00 Ratings
Predictive dialing5.33 Ratings00 Ratings
Interactive voice response6.44 Ratings00 Ratings
REST APIs8.93 Ratings00 Ratings
Call scripts5.74 Ratings00 Ratings
Call tracking7.44 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
6.2
4 Ratings
29% below category average
Plivo
-
Ratings
Inbound call routing9.14 Ratings00 Ratings
Omnichannel inbound routing5.74 Ratings00 Ratings
Recording7.44 Ratings00 Ratings
Quality management7.24 Ratings00 Ratings
Call analytics3.94 Ratings00 Ratings
Historical reporting5.74 Ratings00 Ratings
Live reporting5.64 Ratings00 Ratings
Customer surveys5.54 Ratings00 Ratings
Customer interaction analytics5.54 Ratings00 Ratings
Best Alternatives
Amazon ConnectPlivo
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
Telegram
Telegram
Score 8.9 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Telegram
Telegram
Score 8.9 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Telegram
Telegram
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Amazon ConnectPlivo
Likelihood to Recommend
7.3
(4 ratings)
6.0
(3 ratings)
Usability
-
(0 ratings)
10.0
(1 ratings)
Support Rating
-
(0 ratings)
10.0
(2 ratings)
User Testimonials
Amazon ConnectPlivo
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
Plivo
If you have a business and a phone you need Plivo so you can track all incoming calls. Using this service allows for you to track an[y] missed calls allowing you the ability to try to call potential customers, clients and see how you can help them with your products and or services.
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
Plivo
  • Easy integration
  • Customer service is good
  • Services are prompt
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
Plivo
  • Customer support
  • Response times
  • Account transparency
Read full review
Usability
Amazon AWS
No answers on this topic
Plivo
They deserve a 10+ rating starting from signing up to implementing their services. I am not the best person to get computer tasks done and this company made it a breeze.
Read full review
Support Rating
Amazon AWS
No answers on this topic
Plivo
  • It is good to use Plivo for integration, and also it provides easy access to APIs, and also, the UI is understandable.
  • Even a non-techy can use Plivo and integrate the services if required.
  • You have all the APIs available at a single place for your ready reference. Things are manageable and easy.
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
Plivo
  • Yes, it is good to use Plivo, as per the pricing and ease of integration. Twilio has a difficult pattern for business developers and could be understood only by a developer.
  • Plivo has proper delivery reports as compared to Twilio. Using Plivo has helped us grow efficiently and in a good manner.
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
Plivo
  • None now that they no longer support their product
Read full review
ScreenShots