TrustRadius

Amazon Connect vs. U-Self Serve

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Amazon Connect
Score 8.4 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
U-Self Serve
Score 8.0 out of 10
N/A
Uniphore headquartered in Palo Alto offers Conversational Service Automation (CSA), which combines artificial intelligence, automation technology and machine learning in order to produce better conversations between call centers and customers. Backed by real-time customer analytics, akeira drives conversations for supporting sales and customer service functions across multiple industries. akeira is designed with a self-service interface and provides real time information, and boasts a human-like…N/A
Pricing
Amazon ConnectU-Self Serve
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 ConnectU-Self Serve
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 ConnectU-Self Serve
Considered Both Products
Amazon Connect
Verified User
Anonymous
Chose Amazon Connect
It's a big and old player in the market. They are reliable and have a good support for huge load or performance, hence we can be assure in case of scaling up the system to handle lots of concurrent request.
Amazon Connect support system is really amazing amongst all other …
Verified User
Anonymous
Chose Amazon Connect
Five9, Slack and Atlassian Jira
Chose Amazon Connect
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 …
Navidut Tauhid | TrustRadius Reviewer
Navidut Tauhid
Information Technology Instructor
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. …
JM
Jadwel Mayna
Strategic Planning Manager
Chose Amazon Connect
Amazon Connect introduced an analytical and reporting feature, which evaluates the details and the concerns of clients. Besides, Amazon Connect clearly records all the calls, which captures the exact information which we use it in the future. The product is also as important in …
U-Self Serve

No answer on this topic

Features
Amazon ConnectU-Self Serve
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Amazon Connect
7.8
Ratings
8% below category average
U-Self Serve
-
Ratings
Agent dashboard9.00 Ratings00 Ratings
Validate callers8.50 Ratings00 Ratings
Outbound response7.50 Ratings00 Ratings
Call forwarding7.00 Ratings00 Ratings
Click-to-call (CTC)7.50 Ratings00 Ratings
Warm transfer8.00 Ratings00 Ratings
Predictive dialing5.00 Ratings00 Ratings
Interactive voice response7.00 Ratings00 Ratings
REST APIs9.00 Ratings00 Ratings
Call scripts8.00 Ratings00 Ratings
Call tracking9.00 Ratings00 Ratings
Multichannel integration7.00 Ratings00 Ratings
CRM software integration9.00 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Amazon Connect
7.7
Ratings
8% below category average
U-Self Serve
-
Ratings
Inbound call routing8.00 Ratings00 Ratings
Omnichannel inbound routing8.00 Ratings00 Ratings
Recording9.00 Ratings00 Ratings
Quality management6.00 Ratings00 Ratings
Call analytics9.00 Ratings00 Ratings
Historical reporting9.00 Ratings00 Ratings
Live reporting6.00 Ratings00 Ratings
Customer surveys6.00 Ratings00 Ratings
Customer interaction analytics8.00 Ratings00 Ratings
Best Alternatives
Amazon ConnectU-Self Serve
Small Businesses
CloudTalk
CloudTalk
Score 7.5 out of 10

No answers on this topic

Medium-sized Companies
CloudTalk
CloudTalk
Score 7.5 out of 10
Cortana (discontinued)
Cortana (discontinued)
Score 7.5 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 8.4 out of 10
Cortana (discontinued)
Cortana (discontinued)
Score 7.5 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Amazon ConnectU-Self Serve
Likelihood to Recommend
8.5
(0 ratings)
-
(0 ratings)
Usability
8.5
(0 ratings)
-
(0 ratings)
User Testimonials
Amazon ConnectU-Self Serve
Likelihood to Recommend
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.
Verified User
Anonymous
Read full review
No answers on this topic
Pros
  • The training and orientation from Amazon Connect is excellent, as there are documentations and online live training.
  • Further, Amazon Connect has a scalable call center, that supports voices, chats, and real time messaging.
  • The customer service is also intuitive, with flexible call hours, as the team of helpers is readily available.
  • Lastly, through Amazon Connect, there is a survey and feedback option.
JM
Jadwel Mayna
Strategic Planning Manager
Read full review
No answers on this topic
Cons
  • Currently, they don't support reading SIP headers which is sent to aws from 3rd party after Self service/automation in a Agent transfer.
  • Support for rich template(configured in Lex) in the Test flow of chat in Amazon Connect is missing.
Verified User
Anonymous
Read full review
No answers on this topic
Usability
It is very easy to use for any access level and has greatly facilitated users' ability to properly document tickets without getting lost in short or vague comments. Each case is fully tracked through this transcription of information. This made it easier for us to decide whether to implement, use, and maintain it as our contact tool in our customer service center.
Verified User
Anonymous
Read full review
No answers on this topic
Alternatives Considered
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. Features like lense is amazing
Navidut Tauhid | TrustRadius Reviewer
Navidut Tauhid
Information Technology Instructor
Read full review
No answers on this topic
Return on Investment
  • It helps us connect with ServiceNow through a direct integration.
  • It allows us to document everything from the chat with ticket documentation in real time.
  • It allows us to track agent and case activities.
  • It has allowed us to integrate everything with ServiceNow, and it is very valuable, something that Five9 has not achieved at the moment.
Verified User
Anonymous
Read full review
No answers on this topic
ScreenShots