Amazon Connect vs. VirtualPBX

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
VirtualPBX
Score 8.8 out of 10
N/A
VirtualPBX is a VoIP solution that in addition to VoIP offers analog, smartphone, WebRTC, SIP Trunking & native calling options. It can also be used as a virtual contact center or virtual office solution.
$12
per month
Pricing
Amazon ConnectVirtualPBX
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
Starter
$12.00
per month per user
Flex
$19.00
per month per user
Pro
$29.00
per month per user
Premier
$39.00
per month per user
Offerings
Pricing Offerings
Amazon ConnectVirtualPBX
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeOptional
Additional DetailsDiscount available for annual pricing.
More Pricing Information
Features
Amazon ConnectVirtualPBX
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
VirtualPBX
-
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 response6.14 Ratings00 Ratings
REST APIs9.03 Ratings00 Ratings
Call scripts5.34 Ratings00 Ratings
Call tracking7.14 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
VirtualPBX
-
Ratings
Inbound call routing9.04 Ratings00 Ratings
Omnichannel inbound routing5.24 Ratings00 Ratings
Recording7.14 Ratings00 Ratings
Quality management7.14 Ratings00 Ratings
Call analytics3.34 Ratings00 Ratings
Historical reporting5.34 Ratings00 Ratings
Live reporting5.24 Ratings00 Ratings
Customer surveys5.24 Ratings00 Ratings
Customer interaction analytics5.24 Ratings00 Ratings
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
Amazon Connect
-
Ratings
VirtualPBX
9.4
1 Ratings
17% above category average
Hosted PBX00 Ratings9.01 Ratings
Multi-level Interactive Voice Response (IVR)00 Ratings9.01 Ratings
User templates00 Ratings10.01 Ratings
Call reports00 Ratings9.01 Ratings
Directory of employee names00 Ratings10.01 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
Amazon Connect
-
Ratings
VirtualPBX
9.4
1 Ratings
13% above category average
Answering rules00 Ratings10.01 Ratings
Call recording00 Ratings10.01 Ratings
Call park00 Ratings9.01 Ratings
Call screening00 Ratings9.01 Ratings
Message alerts00 Ratings9.01 Ratings
VoIP system collaboration
Comparison of VoIP system collaboration features of Product A and Product B
Amazon Connect
-
Ratings
VirtualPBX
9.8
1 Ratings
21% above category average
Video conferencing00 Ratings10.01 Ratings
Audio conferencing00 Ratings10.01 Ratings
Video screen sharing00 Ratings9.01 Ratings
Instant messaging00 Ratings10.01 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
Amazon Connect
-
Ratings
VirtualPBX
9.0
1 Ratings
11% above category average
Mobile app for iOS00 Ratings9.01 Ratings
Mobile app for Android00 Ratings9.01 Ratings
Best Alternatives
Amazon ConnectVirtualPBX
Small Businesses
CloudTalk
CloudTalk
Score 9.3 out of 10
CloudTalk
CloudTalk
Score 9.3 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
CloudTalk
CloudTalk
Score 9.3 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Cisco Business Edition 7000 (discontinued)
Cisco Business Edition 7000 (discontinued)
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Amazon ConnectVirtualPBX
Likelihood to Recommend
7.1
(4 ratings)
10.0
(3 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
Amazon ConnectVirtualPBX
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
VirtualPBX
We consider that it is a very complete internet call software that is worth having in all companies that want to increase their sales through customer service agents because, with all its tools, agents improve their workday by day.
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
VirtualPBX
  • Customizable auto attendant
  • Reliability
  • Personalized phone conferencing
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
VirtualPBX
  • Integration of the application and virtual management features in that area such as High Availability
Read full review
Likelihood to Renew
Amazon AWS
No answers on this topic
VirtualPBX
Once it works and has retain ROI.....keep it going
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
VirtualPBX
Auto attendant and voice conference capabilities are a good value for SOHO users that need to make a positive impression upon their customers.
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
VirtualPBX
  • We have been able to improve greatly with this software, our communications and interactions with customers improved, and agent performance and productivity improved, which translates into higher profits for the company. It is easy to use this program, so it did not take us long to adapt to it and its functions.
Read full review
ScreenShots