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Compare Amazon Connect and Avaya Experience Platform 
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At a Glance
Market Segments
Mid-Market (49.1% of reviews)
Enterprise (52.6% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Amazon Connect
Star Rating
(68)4.4 out of 5
Market Segments
Mid-Market (49.1% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Amazon ConnectAvaya Experience Platform
Star Rating
(181)4.1 out of 5
Market Segments
Enterprise (52.6% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Avaya Experience PlatformSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Avaya Experience Platform excels in its voice capabilities, achieving a high score of 9.3, which matches Amazon Connect's score, but reviewers mention that Avaya's integration with existing enterprise systems is particularly seamless, making it a preferred choice for larger organizations.
- Reviewers mention that Amazon Connect shines in ease of use, scoring 9.3 compared to Avaya's 8.4. Users on G2 appreciate the intuitive interface and quick setup process, which they find beneficial for mid-market companies looking for a straightforward solution.
- G2 users highlight that Avaya's session routing feature scores 8.6, while Amazon Connect outperforms with a score of 9.1. Reviewers say that Amazon Connect's advanced routing capabilities allow for better customer experience through intelligent call distribution.
- Users report that Avaya's workforce management features, particularly agent self-service, score impressively at 9.3, but reviewers mention that Amazon Connect's agent scheduling and assignment features, scoring 9.4, provide more flexibility and ease of management for teams.
- Reviewers mention that while both platforms offer strong reporting and dashboards, Amazon Connect's reporting features score higher at 8.9 compared to Avaya's 8.5. Users on G2 appreciate the depth of insights available in Amazon Connect, which helps in performance analysis.
- Users say that Avaya's IVR feature scores 8.8, but Amazon Connect's IVR capabilities, scoring 9.2, are noted for their customization options, allowing businesses to create more personalized customer interactions, which is a significant advantage for user engagement.
Pricing
Entry-Level Pricing
Amazon Connect
No pricing availableAvaya Experience Platform
No pricing availableFree Trial
Amazon Connect
Free Trial is available
Avaya Experience Platform
No trial information availableRatings
Meets Requirements
9.1
49
8.6
132
Ease of Use
9.2
50
8.4
131
Ease of Setup
9.1
22
7.5
34
Ease of Admin
9.2
16
7.8
33
Quality of Support
8.8
39
8.2
118
Has the product been a good partner in doing business?
9.0
15
7.9
32
Product Direction (% positive)
8.4
44
7.1
129
Features by Category
Quality Assurance
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Engagement
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Performance
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Channels
9.2
21
|
Verified
9.3
15
|
Verified
8.4
18
8.9
11
9.4
18
|
Verified
8.1
15
|
Verified
Feature Not Available
7.7
10
8.7
19
8.2
14
|
Verified
Generative AI
8.0
5
Not enough data
Functions
9.1
37
|
Verified
8.6
34
|
Verified
9.1
37
|
Verified
8.9
34
8.8
33
|
Verified
8.9
31
|
Verified
8.9
19
|
Verified
8.8
15
|
Verified
9.0
20
8.1
16
8.9
18
8.9
14
|
Verified
9.5
18
|
Verified
8.9
14
|
Verified
8.9
19
|
Verified
9.3
14
|
Verified
Agentic AI - Contact Center
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
8.9
30
8.3
27
|
Verified
9.3
27
|
Verified
8.7
27
|
Verified
8.9
33
|
Verified
8.6
31
|
Verified
9.3
19
8.6
12
|
Verified
9.3
15
8.8
13
|
Verified
Workforce Management
Not enough data
7.7
5
|
Verified
Not enough data
7.3
5
|
Verified
Not enough data
Not enough data
Not enough data
9.3
5
|
Verified
Not enough data
Not enough data
Administration
Not enough data
Not enough data
Not enough data
7.3
5
|
Verified
Not enough data
7.3
5
|
Verified
Not enough data
Not enough data
Not enough data
8.7
5
|
Verified
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Workforce Management
Not enough data
Not enough data
Not enough data
Not enough data
Call Center Infrastructure (CCI)
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
Not enough data
Not enough data
Not enough data
Not enough data
Customer Support
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Artificial Intelligence
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Self-Service Experience
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Self-Service Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Customer Self-Service
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Categories
Categories
Shared Categories
Amazon Connect and Avaya Experience Platform are categorized as Speech Analytics, Contact Center, and Contact Center Workforce
Unique Categories
Amazon Connect is categorized as Customer Service Automation, Contact Center Quality Assurance, and Call Center Infrastructure (CCI)
Avaya Experience Platform is categorized as Customer Self-Service
Reviews
Reviewers' Company Size
Amazon Connect
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Avaya Experience Platform
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Computer Software
15.8%
Information Technology and Services
12.3%
Financial Services
10.5%
Insurance
8.8%
Banking
7.0%
Other
45.6%
Telecommunications
14.5%
Information Technology and Services
10.5%
Consumer Services
10.5%
Insurance
9.9%
Hospital & Health Care
4.6%
Other
50.0%
Alternatives
Discussions
What is Amazon Connect?
3 Comments
AS
Amazon Connect is a contact center solution provided by AWS with a pay as you go model. This service is straightforwad for even beginers to create a...Read more
when i merge a call and hang up does it hang up on everyone? how do i just transfer my call instead of merging it and then hanging up?
1 Comment
YB
You can merge the calls together, then you are able to disconnect and they will still be on with each otherRead more
What is Amazon Connect used for?
1 Comment
UT
To establish a cloud based contact center with low cost and with scalable resourceRead more
Avaya Experience Platform has no discussions with answers
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