Compare Amazon Connect and Avaya Experience Platform 
At a Glance
Market Segments
Mid-Market (50.8% of reviews)
Enterprise (52.6% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Amazon Connect
Star Rating
(74)4.5 out of 5
Market Segments
Mid-Market (50.8% of reviews)
Pros & Cons
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)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Avaya Experience PlatformAmazon Connect vs Avaya Experience Platform
When assessing the two solutions, reviewers found Amazon Connect easier to use, set up, and administer. Reviewers also preferred doing business with Amazon Connect overall.
- Reviewers felt that Amazon Connect meets the needs of their business better than Avaya Experience Platform.
- When comparing quality of ongoing product support, reviewers felt that Amazon Connect is the preferred option.
- For feature updates and roadmaps, our reviewers preferred the direction of Amazon Connect over Avaya Experience Platform.
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
9.2
55
8.6
132
Ease of Use
9.3
56
8.4
131
Ease of Setup
9.2
28
7.5
34
Ease of Admin
9.2
16
7.8
33
Quality of Support
9.0
43
8.2
118
Has the product been a good partner in doing business?
9.0
15
7.9
32
Product Direction (% positive)
8.4
50
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
9.4
26
|
Verified
9.3
15
|
Verified
8.5
19
8.9
11
9.5
19
|
Verified
8.1
15
|
Verified
Feature Not Available
7.7
10
8.8
20
8.2
14
|
Verified
Generative AI
8.3
6
Not enough data
Functions
9.1
38
|
Verified
8.6
34
|
Verified
9.1
38
|
Verified
8.9
34
8.9
34
|
Verified
8.9
31
|
Verified
8.7
21
|
Verified
8.8
15
|
Verified
9.1
22
8.1
16
8.9
19
8.9
14
|
Verified
9.6
19
|
Verified
8.9
14
|
Verified
8.9
20
|
Verified
9.3
14
|
Verified
Agentic AI - Contact Center
Not enough data
Not enough data
8.6
6
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
9.0
32
8.3
27
|
Verified
9.3
28
|
Verified
8.7
27
|
Verified
9.0
35
|
Verified
8.6
31
|
Verified
9.4
21
8.6
12
|
Verified
9.4
16
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
19.0%
Information Technology and Services
11.1%
Financial Services
9.5%
Insurance
7.9%
Banking
6.3%
Other
46.0%
Telecommunications
14.5%
Consumer Services
10.5%
Information Technology and Services
10.5%
Insurance
9.9%
Hospital & Health Care
4.6%
Other
50.0%
Alternatives
Discussions
What is Amazon Connect?
3 Comments
XL
Call center which stores the data on cloud.Read 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
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
Avaya Experience Platform has no discussions with answers
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