# Amazon Connect vs Cisco Unified Contact Center Enterprise Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Amazon Connect excels in providing a **scalable cloud contact center platform** with minimal operational overhead. Users appreciate features like **Contact Flows** and **Amazon Lex integration** , which enhance automation and streamline customer interactions.
- **Users say** that Cisco Unified Contact Center Enterprise offers a high degree of **customizability** , allowing businesses to tailor the solution to their specific needs. Reviewers highlight its ability to filter calls effectively, ensuring that customer inquiries are directed to the right departments without disrupting ongoing operations.
- **According to verified reviews** , Amazon Connect stands out for its **user-friendly interface** and ease of setup. New users have noted that the platform allows for quick management through a web interface, eliminating the need for extensive infrastructure.
- **Reviewers mention** that while Cisco Unified Contact Center Enterprise is feature-rich, some users find it less intuitive compared to Amazon Connect. This can lead to a steeper learning curve for new users, despite its robust capabilities.
- **G2 reviewers highlight** Amazon Connect's **flexible pricing model** as a significant advantage, making it accessible for mid-market businesses. This aspect, combined with its native AI features, allows companies to implement smart automation without incurring heavy costs.
- **Users report** that while both platforms provide solid support, Amazon Connect receives higher marks for its **quality of support**. Reviewers appreciate the responsiveness and helpfulness of the support team, which enhances the overall user experience.



| | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.1 out of 5 | 
| **Total Reviews** | 92 | 10 | 
| **Largest Market Segment** | Mid-Market (47.6% of reviews) | Mid-Market (50.0% of reviews) | 
| **Entry Level Price** | No pricing available | No pricing available | 

---
## Top Pros & Cons

### Amazon Connect

Pros:
- Ease of Use (11 reviews)
- Efficiency (6 reviews)

Cons:
- Complex Features (3 reviews)
- Complexity (3 reviews)

### Cisco Unified Contact Center Enterprise

**Not enough data**

---
## Ratings Comparison
| Rating | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
  | **Meets Requirements** | 9.0 (74 reviews) | Not enough data | 
  | **Ease of Use** | 9.2 (75 reviews) | Not enough data | 
  | **Ease of Setup** | 8.9 (43 reviews) | Not enough data | 
  | **Ease of Admin** | 9.2 (17 reviews) | Not enough data | 
  | **Quality of Support** | 8.8 (63 reviews) | Not enough data | 
  | **Has the product been a good partner in doing business?** | 9.1 (16 reviews) | Not enough data | 
  | **Product Direction (% positive)** | 8.2 (65 reviews) | Not enough data | 

---
## Pricing

### Amazon Connect

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

### Cisco Unified Contact Center Enterprise

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### AI Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Amazon Connect** | N/A | N/A |
| **Cisco Unified Contact Center Enterprise** | N/A | N/A |

#### Core Conversational Capabilities - AI Chatbots

| Feature | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **Controlled LLM Response Generation** | Not enough data | Not enough data | 
| **Context Maintenance Within Sessions** | Not enough data | Not enough data | 
| **Natural Language Understanding & Intent Inference** | Not enough data | Not enough data | 

#### Data

| Feature | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **Reliability** | Not enough data | Not enough data | 
| **Data Security** | Not enough data | Not enough data | 

#### Interaction

| Feature | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **Complex Query Handling** | Not enough data | Not enough data | 
| **Natural Conversation** | Not enough data | Not enough data | 
| **Understanding** | Not enough data | Not enough data | 
| **Context Management** | Not enough data | Not enough data | 
| **Customizability** | Not enough data | Not enough data | 

#### Task & Flow Management - AI Chatbots

| Feature | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **Scripted Dialogue & Decision Tree Support** | Not enough data | Not enough data | 
| **Fallback Responses for Unknown Queries** | Not enough data | Not enough data | 

#### Learning

| Feature | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **User Interaction Learning** | Not enough data | Not enough data | 
| **Error Learning** | Not enough data | Not enough data | 

#### Deployment & Embedding - AI Chatbots

| Feature | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **API Access for Business System Integration** | Not enough data | Not enough data | 
| **Web Widget & SDK Embedding** | Not enough data | Not enough data | 

#### Content Generation

| Feature | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **Creativity** | Not enough data | Not enough data | 
| **Content Accuracy** | Not enough data | Not enough data | 

#### Admin & Configuration - AI Chatbots

| Feature | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **No-Code Conversation Design** | Not enough data | Not enough data | 

#### System

| Feature | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **API Flexibility** | Not enough data | Not enough data | 
| **Update Frequency and Utility** | Not enough data | Not enough data | 
| **Cross-Platform Compatibility	** | Not enough data | Not enough data | 
| **Software Integration** | Not enough data | Not enough data | 

#### Agentic AI - AI Chatbots

| Feature | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

#### Monitoring & Improvement - AI Chatbots

| Feature | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **Feedback-Driven Response Optimization** | Not enough data | Not enough data | 

#### Reliability & Safety - AI Chatbots

| Feature | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **Guardrails & Content Controls** | Not enough data | Not enough data | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Amazon Connect** | N/A | N/A |
| **Cisco Unified Contact Center Enterprise** | N/A | N/A |

#### Quality Assurance

| Feature | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **Evaluation** | Not enough data | Not enough data | 
| **Calibration** | Not enough data | Not enough data | 
| **Reports** | Not enough data | Not enough data | 

#### Engagement

| Feature | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **Feedback** | Not enough data | Not enough data | 
| **Dashboards** | Not enough data | Not enough data | 
| **Training** | Not enough data | Not enough data | 

#### Performance

| Feature | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **Integrations** | Not enough data | Not enough data | 
| **Compliance** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Amazon Connect** | 9.1/10 | 67 |
| **Cisco Unified Contact Center Enterprise** | N/A | N/A |

#### Channels

| Feature | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **Voice** | 9.5 (36 reviews) ✓ Verified | Not enough data | 
| **Social** | 8.6 (20 reviews) | Not enough data | 
| **Web Chat** | 9.5 (21 reviews) ✓ Verified | Not enough data | 
| **Mobile SMS** | Feature Not Available | Not enough data | 
| **Email** | 8.8 (21 reviews) | Not enough data | 

#### Generative AI

| Feature | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **AI Text-to-Speech** | 8.6 (7 reviews) | Not enough data | 

#### Functions

| Feature | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **Session Routing** | 8.9 (42 reviews) ✓ Verified | Not enough data | 
| **Session Queuing** | 9.2 (41 reviews) ✓ Verified | Not enough data | 
| **Concurrent Calling** | 8.8 (37 reviews) ✓ Verified | Not enough data | 
| **Speech Analytics** | 8.8 (23 reviews) ✓ Verified | Not enough data | 
| **Auto Dialer** | 9.1 (23 reviews) | Not enough data | 
| **IVR** | 8.8 (21 reviews) | Not enough data | 
| **Inbound Screen Pop** | 9.6 (21 reviews) ✓ Verified | Not enough data | 
| **Persistent Data** | 9.0 (21 reviews) ✓ Verified | Not enough data | 

#### Agentic AI - Contact Center

| Feature | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **Autonomous Task Execution** | 9.7 (6 reviews) | Not enough data | 
| **Cross-system Integration** | 9.3 (12 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.6 (6 reviews) | Not enough data | 
| **Proactive Assistance** | 9.3 (5 reviews) | Not enough data | 

#### Administrative

| Feature | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **Session Summary Notes** | 9.0 (33 reviews) | Not enough data | 
| **Administrator Access** | 9.3 (29 reviews) ✓ Verified | Not enough data | 
| **Reporting & Dashboards** | 8.8 (38 reviews) ✓ Verified | Not enough data | 
| **Session Recording** | 9.4 (23 reviews) | Not enough data | 
| **Agent Scheduling and Assignment** | 9.4 (16 reviews) | Not enough data | 

### AI Agents For Business Operations

| Product | Score | Reviews |
|---|---|---|
| **Amazon Connect** | N/A | N/A |
| **Cisco Unified Contact Center Enterprise** | N/A | N/A |

#### Responses

| Feature | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **Personalization** | Not enough data | Not enough data | 
| **Route To Human** | Not enough data | Not enough data | 
| **Natural Language Understanding (NLU)** | Not enough data | Not enough data | 

#### Automation - AI Agents

| Feature | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **Sales Follow-Up** | Not enough data | Not enough data | 
| **Customer Interaction Automation** | Not enough data | Not enough data | 
| **Lead Generation** | Not enough data | Not enough data | 
| **Document Processing** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 

#### Platform

| Feature | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **Conversation Editor** | Not enough data | Not enough data | 
| **Integration** | Not enough data | Not enough data | 
| **Human-In-The-Loop** | Not enough data | Not enough data | 

#### Autonomy -  AI Agents

| Feature | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **Independent Decision Making** | Not enough data | Not enough data | 
| **Adaptive Responses** | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | 
| **Problem Solving** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Amazon Connect** | N/A | N/A |
| **Cisco Unified Contact Center Enterprise** | N/A | N/A |

#### Workforce Management

| Feature | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **Agent Availability** | Not enough data | Not enough data | 
| **Skills Management** | Not enough data | Not enough data | 
| **Shift Scheduling** | Not enough data | Not enough data | 
| **Agent Self-Service** | Not enough data | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 

#### Administration

| Feature | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **Automation** | Not enough data | Not enough data | 
| **Performance Analysis** | Not enough data | Not enough data | 
| **Dashboards** | Not enough data | Not enough data | 
| **Forecasting** | Not enough data | Not enough data | 
| **Intraday Management** | Not enough data | Not enough data | 

### Call Center Infrastructure (CCI)

| Product | Score | Reviews |
|---|---|---|
| **Amazon Connect** | N/A | N/A |
| **Cisco Unified Contact Center Enterprise** | N/A | N/A |

#### Platform

| Feature | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **Omnichannel** | Not enough data | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **Call Routing** | Not enough data | Not enough data | 
| **Call Back** | Not enough data | Not enough data | 
| **IVR** | Not enough data | Not enough data | 
| **Automatic Call Distribution** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | Not enough data | 

#### Workforce Management

| Feature | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **Call Monitoring** | Not enough data | Not enough data | 
| **Performance Evaluation** | Not enough data | Not enough data | 

#### Call Center Infrastructure (CCI)

| Feature | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Administrative

| Feature | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **Call Recording** | Not enough data | Not enough data | 
| **Reporting & Dashboards** | Not enough data | Not enough data | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Amazon Connect** | N/A | N/A |
| **Cisco Unified Contact Center Enterprise** | N/A | N/A |

#### Customer Support

| Feature | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **Text** | Not enough data | Not enough data | 
| **Speech** | Not enough data | Not enough data | 
| **Knowledge Base** | Not enough data | Not enough data | 

#### Automation

| Feature | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **Ticket Resolution** | Not enough data | Not enough data | 
| **Customization** | Not enough data | Not enough data | 
| **Intelligent Routing** | Not enough data | Not enough data | 

#### Artificial Intelligence

| Feature | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **Learning** | Not enough data | Not enough data | 
| **Language** | Not enough data | Not enough data | 
| **Conversational AI** | Not enough data | Not enough data | 

### Speech Analytics

| Product | Score | Reviews |
|---|---|---|
| **Amazon Connect** | N/A | N/A |
| **Cisco Unified Contact Center Enterprise** | N/A | N/A |

#### Generative AI

| Feature | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Amazon Connect** | N/A | N/A |
| **Cisco Unified Contact Center Enterprise** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (1):** [Contact Center Software](https://www.g2.com/categories/contact-center)

**Unique to Amazon Connect (7):** [Speech Analytics Software](https://www.g2.com/categories/speech-analytics), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Call Center Infrastructure (CCI) Software](https://www.g2.com/categories/call-center-infrastructure-cci), [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations), [AI Chatbots Software](https://www.g2.com/categories/ai-chatbots)



---
## Reviewer Demographics

### By Company Size

| Segment | Amazon Connect | Cisco Unified Contact Center Enterprise | 
|---|---|---|
| **Small-Business** | 23.2% | 16.7% | 
| **Mid-Market** | 47.6% | 50.0% | 
| **Enterprise** | 29.3% | 33.3% | 

### By Industry

#### Amazon Connect

- **Computer Software:** 14.6%
- **Information Technology and Services:** 11.0%
- **Financial Services:** 8.5%
- **Insurance:** 6.1%
- **Accounting:** 4.9%
- **Banking:** 4.9%
- **Computer & Network Security:** 4.9%
- **Consumer Services:** 4.9%
- **Leisure, Travel & Tourism:** 3.7%
- **Airlines/Aviation:** 2.4%
- **Other:** 34.1%

#### Cisco Unified Contact Center Enterprise

- **Telecommunications:** 33.3%
- **Hospital & Health Care:** 33.3%
- **Transportation/Trucking/Railroad:** 16.7%
- **Insurance:** 16.7%

---
## Alternatives

### Alternatives to Amazon Connect

- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1558 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (625 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2559 reviews)
- [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews)
- [Avaya Contact Center](https://www.g2.com/products/avaya-contact-center/reviews) — 4.1/5 stars (181 reviews)
- [8x8 Contact Center](https://www.g2.com/products/8x8-contact-center/reviews) — 4.1/5 stars (257 reviews)
- [Webex Contact Center](https://www.g2.com/products/webex-contact-center/reviews) — 4.4/5 stars (163 reviews)
- [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1635 reviews)
- [UJET](https://www.g2.com/products/ujet/reviews) — 4.7/5 stars (1130 reviews)
- [3CX](https://www.g2.com/products/3cx/reviews) — 4.4/5 stars (547 reviews)

### Alternatives to Cisco Unified Contact Center Enterprise

- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1558 reviews)
- [UJET](https://www.g2.com/products/ujet/reviews) — 4.7/5 stars (1130 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (625 reviews)
- [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2559 reviews)
- [3CX](https://www.g2.com/products/3cx/reviews) — 4.4/5 stars (547 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (753 reviews)
- [Dialpad Support](https://www.g2.com/products/dialpad-support/reviews) — 4.4/5 stars (708 reviews)
- [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1635 reviews)
- [Creatio](https://www.g2.com/products/creatio/reviews) — 4.6/5 stars (359 reviews)

---
## Top Discussions

### Amazon Connect

- Title: [What is Amazon Connect?](https://www.g2.com/discussions/what-is-amazon-connect) — 3 comments
  > **Top comment:** "Call center which stores the data on cloud."
- Title: [What is Amazon Connect used for?](https://www.g2.com/discussions/what-is-amazon-connect-used-for) — 1 comment
  > **Top comment:** "To establish a cloud based contact center with low cost and with scalable resource"
- Title: [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?](https://www.g2.com/discussions/30859-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, 1 upvote
  > **Top comment:** "You can merge the calls together, then you are able to disconnect and they will still be on with each other"

### Cisco Unified Contact Center Enterprise

- Title: [What is Cisco ICM?](https://www.g2.com/discussions/what-is-cisco-icm) — 1 comment
  > **Top comment:** "Cisco ICM is a software platform that is used for managing large-scale contact centers. It is designed to help organizations streamline and automate their..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/amazon-connect-vs-cisco-unified-contact-center-enterprise)