# Amazon Connect vs Cisco Unified Contact Center Express Comparison | | Amazon Connect | Cisco Unified Contact Center Express | |---|---|---| | **Star Rating** | 4.4 out of 5 | 4.5 out of 5 | | **Total Reviews** | 91 | 13 | | **Largest Market Segment** | Mid-Market (48.1% of reviews) | Mid-Market (66.7% 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 Express **Not enough data** --- ## Ratings Comparison | Rating | Amazon Connect | Cisco Unified Contact Center Express | |---|---|---| | **Meets Requirements** | 9.0 (73 reviews) | 9.0 (7 reviews) | | **Ease of Use** | 9.2 (74 reviews) | 8.3 (7 reviews) | | **Ease of Setup** | 8.9 (42 reviews) | 8.7 (5 reviews) | | **Ease of Admin** | 9.2 (17 reviews) | 8.7 (5 reviews) | | **Quality of Support** | 8.8 (62 reviews) | 9.3 (7 reviews) | | **Has the product been a good partner in doing business?** | 9.1 (16 reviews) | 9.3 (5 reviews) | | **Product Direction (% positive)** | 8.2 (64 reviews) | 6.1 (6 reviews) | --- ## Pricing ### Amazon Connect #### Entry-Level Pricing No pricing available #### Free Trial Yes ### Cisco Unified Contact Center Express #### 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 Express** | N/A | N/A | #### Core Conversational Capabilities - AI Chatbots | Feature | Amazon Connect | Cisco Unified Contact Center Express | |---|---|---| | **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 Express | |---|---|---| | **Reliability** | Not enough data | Not enough data | | **Data Security** | Not enough data | Not enough data | #### Interaction | Feature | Amazon Connect | Cisco Unified Contact Center Express | |---|---|---| | **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 Express | |---|---|---| | **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 Express | |---|---|---| | **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 Express | |---|---|---| | **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 Express | |---|---|---| | **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 Express | |---|---|---| | **No-Code Conversation Design** | Not enough data | Not enough data | #### System | Feature | Amazon Connect | Cisco Unified Contact Center Express | |---|---|---| | **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 Express | |---|---|---| | **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 Express | |---|---|---| | **Feedback-Driven Response Optimization** | Not enough data | Not enough data | #### Reliability & Safety - AI Chatbots | Feature | Amazon Connect | Cisco Unified Contact Center Express | |---|---|---| | **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 Express** | N/A | N/A | #### Quality Assurance | Feature | Amazon Connect | Cisco Unified Contact Center Express | |---|---|---| | **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 Express | |---|---|---| | **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 Express | |---|---|---| | **Integrations** | Not enough data | Not enough data | | **Compliance** | Not enough data | Not enough data | #### Generative AI | Feature | Amazon Connect | Cisco Unified Contact Center Express | |---|---|---| | **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 | 66 | | **Cisco Unified Contact Center Express** | 9.0/10 | 6 | #### Channels | Feature | Amazon Connect | Cisco Unified Contact Center Express | |---|---|---| | **Voice** | 9.5 (35 reviews) ✓ Verified | 9.4 (6 reviews) | | **Social** | 8.6 (20 reviews) | 9.2 (6 reviews) | | **Web Chat** | 9.5 (21 reviews) ✓ Verified | 8.6 (6 reviews) | | **Mobile SMS** | Feature Not Available | 8.6 (6 reviews) | | **Email** | 8.8 (21 reviews) | 9.4 (6 reviews) | #### Generative AI | Feature | Amazon Connect | Cisco Unified Contact Center Express | |---|---|---| | **AI Text-to-Speech** | 8.6 (7 reviews) | Not enough data | #### Functions | Feature | Amazon Connect | Cisco Unified Contact Center Express | |---|---|---| | **Session Routing** | 9.0 (41 reviews) ✓ Verified | 8.9 (6 reviews) | | **Session Queuing** | 9.2 (40 reviews) ✓ Verified | 8.9 (6 reviews) | | **Concurrent Calling** | 8.8 (36 reviews) ✓ Verified | 9.2 (6 reviews) | | **Speech Analytics** | 8.8 (22 reviews) ✓ Verified | 8.3 (6 reviews) | | **Auto Dialer** | 9.1 (23 reviews) | 8.6 (6 reviews) | | **IVR** | 9.0 (20 reviews) | 9.2 (6 reviews) | | **Inbound Screen Pop** | 9.6 (20 reviews) ✓ Verified | 9.2 (6 reviews) | | **Persistent Data** | 8.9 (20 reviews) ✓ Verified | 9.4 (6 reviews) | #### Agentic AI - Contact Center | Feature | Amazon Connect | Cisco Unified Contact Center Express | |---|---|---| | **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 Express | |---|---|---| | **Session Summary Notes** | 9.0 (33 reviews) | 8.7 (5 reviews) | | **Administrator Access** | 9.3 (29 reviews) ✓ Verified | 9.2 (6 reviews) | | **Reporting & Dashboards** | 8.9 (37 reviews) ✓ Verified | 9.2 (6 reviews) | | **Session Recording** | 9.4 (23 reviews) | 8.6 (6 reviews) | | **Agent Scheduling and Assignment** | 9.4 (16 reviews) | 8.6 (6 reviews) | ### AI Agents For Business Operations | Product | Score | Reviews | |---|---|---| | **Amazon Connect** | N/A | N/A | | **Cisco Unified Contact Center Express** | N/A | N/A | #### Responses | Feature | Amazon Connect | Cisco Unified Contact Center Express | |---|---|---| | **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 Express | |---|---|---| | **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 Express | |---|---|---| | **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 Express | |---|---|---| | **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 Express | |---|---|---| | **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 Express** | N/A | N/A | #### Workforce Management | Feature | Amazon Connect | Cisco Unified Contact Center Express | |---|---|---| | **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 Express | |---|---|---| | **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 Express** | N/A | N/A | #### Platform | Feature | Amazon Connect | Cisco Unified Contact Center Express | |---|---|---| | **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 Express | |---|---|---| | **AI Text-to-Speech** | Not enough data | Not enough data | #### Workforce Management | Feature | Amazon Connect | Cisco Unified Contact Center Express | |---|---|---| | **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 Express | |---|---|---| | **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 Express | |---|---|---| | **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 Express** | N/A | N/A | #### Customer Support | Feature | Amazon Connect | Cisco Unified Contact Center Express | |---|---|---| | **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 Express | |---|---|---| | **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 Express | |---|---|---| | **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 Express** | N/A | N/A | #### Generative AI | Feature | Amazon Connect | Cisco Unified Contact Center Express | |---|---|---| | **AI Text Summarization** | Not enough data | Not enough data | ### AI Agents | Product | Score | Reviews | |---|---|---| | **Amazon Connect** | N/A | N/A | | **Cisco Unified Contact Center Express** | N/A | N/A | #### Agentic AI - AI Agents | Feature | Amazon Connect | Cisco Unified Contact Center Express | |---|---|---| | **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 Express | |---|---|---| | **Small-Business** | 23.5% | 0% | | **Mid-Market** | 48.1% | 66.7% | | **Enterprise** | 28.4% | 33.3% | ### By Industry #### Amazon Connect - **Computer Software:** 14.8% - **Information Technology and Services:** 11.1% - **Financial Services:** 8.6% - **Insurance:** 6.2% - **Consumer Services:** 4.9% - **Computer & Network Security:** 4.9% - **Banking:** 4.9% - **Accounting:** 4.9% - **Leisure, Travel & Tourism:** 3.7% - **Real Estate:** 2.5% - **Other:** 33.3% #### Cisco Unified Contact Center Express - **Information Technology and Services:** 33.3% - **Transportation/Trucking/Railroad:** 8.3% - **Real Estate:** 8.3% - **Non-Profit Organization Management:** 8.3% - **Machinery:** 8.3% - **Insurance:** 8.3% - **Information Services:** 8.3% - **Financial Services:** 8.3% - **Computer & Network Security:** 8.3% --- ## Alternatives ### Alternatives to Amazon Connect - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1556 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 (2535 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 (1624 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 Express - [3CX](https://www.g2.com/products/3cx/reviews) — 4.4/5 stars (547 reviews) - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1556 reviews) - [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 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) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7357 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2535 reviews) - [UJET](https://www.g2.com/products/ujet/reviews) — 4.7/5 stars (1130 reviews) - [Aloware](https://www.g2.com/products/aloware/reviews) — 4.1/5 stars (827 reviews) - [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (474 reviews) - [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1624 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 Express No discussions available for this product. --- **Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/amazon-connect-vs-cisco-unified-contact-center-express)