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At a Glance
Market Segments
Mid-Market (50.0% of reviews)
Mid-Market (56.8% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Amazon Connect
Star Rating
(69)4.4 out of 5
Market Segments
Mid-Market (50.0% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Amazon ConnectFive9 Intelligent Cloud Contact Center Platform
Star Rating
(579)4.1 out of 5
Market Segments
Mid-Market (56.8% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Five9 Intelligent Cloud Contact Center PlatformSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Five9 excels in its Preview Dialing feature, scoring 8.9, which allows agents to review customer information before making a call, enhancing personalization. In contrast, Amazon Connect also offers strong dialing options but users mention it shines more in Progressive Dialing with a score of 9.1, which automates the dialing process while still allowing agents to manage calls effectively.
- Reviewers mention that Amazon Connect's Web Chat feature is particularly robust, scoring 9.5, providing seamless integration with other channels. In comparison, Five9's Web Chat feature scores lower at 8.1, indicating that users find it less effective for managing customer interactions across multiple platforms.
- G2 users highlight that Five9's Quality Assurance tools, particularly in Evaluation and Calibration, score well at 8.8 and 8.5 respectively, allowing for effective monitoring of agent performance. However, Amazon Connect outperforms in this area with a higher overall quality of support rating of 8.9, suggesting a more comprehensive support system for quality assurance.
- Users on G2 report that Amazon Connect's IVR system is highly rated at 9.2, providing a more intuitive experience for customers navigating through options. Five9's IVR also performs well with a score of 9.0, but users mention that Amazon Connect's flexibility and ease of customization make it a preferred choice.
- Reviewers mention that Five9's Agent Self-Service feature scores 8.2, which allows agents to manage their schedules and tasks independently. However, Amazon Connect's higher score of 9.4 in Agent Scheduling and Assignment indicates a more user-friendly approach to workforce management, making it easier for agents to handle their workloads.
- Users say that Five9's Call Recording feature is highly effective, scoring 9.0, which is crucial for training and compliance. However, Amazon Connect's overall reporting and dashboards score higher at 8.9, suggesting that users find it easier to analyze call data and performance metrics, enhancing operational insights.
Pricing
Entry-Level Pricing
Amazon Connect
No pricing availableFive9 Intelligent Cloud Contact Center Platform
No pricing availableFree Trial
Amazon Connect
Free Trial is available
Five9 Intelligent Cloud Contact Center Platform
No trial information availableRatings
Meets Requirements
9.1
50
8.4
479
Ease of Use
9.2
51
8.4
488
Ease of Setup
9.1
23
8.0
346
Ease of Admin
9.2
16
8.0
296
Quality of Support
8.9
40
8.3
461
Has the product been a good partner in doing business?
9.0
15
8.6
295
Product Direction (% positive)
8.4
45
7.4
475
Features by Category
Ticket and Case Management
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
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
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
Platform
Not enough data
6.9
8
Not enough data
8.0
57
Not enough data
9.2
10
Not enough data
8.3
9
Not enough data
8.3
10
Not enough data
8.5
9
Dialing Options
Not enough data
8.9
144
|
Verified
Not enough data
8.9
138
|
Verified
Not enough data
6.7
7
Agent Tools
Not enough data
8.9
122
|
Verified
Not enough data
8.7
134
|
Verified
Not enough data
8.9
146
|
Verified
Automation
Not enough data
8.4
126
|
Verified
Not enough data
8.8
124
|
Verified
Not enough data
8.4
118
|
Verified
Agentic AI - Auto Dialer
Not enough data
5.4
8
Not enough data
5.8
8
AI Capabilities - Auto Dialer
Not enough data
3.7
5
Not enough data
3.3
5
Not enough data
3.3
5
Administration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Knowledge Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Compliance
Not enough data
Not enough data
Not enough data
Not enough data
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
Data Security
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
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
Channels
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Design
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
Not enough data
Not enough data
Quality Assurance
Not enough data
8.5
50
Not enough data
8.4
49
Not enough data
8.4
51
Engagement
Not enough data
8.4
48
Not enough data
8.3
54
Not enough data
8.4
49
Performance
Not enough data
8.8
53
Not enough data
8.9
50
Generative AI
Not enough data
6.1
11
Not enough data
6.4
11
Channels
9.2
22
|
Verified
8.9
219
|
Verified
8.5
19
7.5
168
|
Verified
9.5
19
|
Verified
7.8
164
|
Verified
Feature Not Available
7.3
159
|
Verified
8.8
20
7.5
168
|
Verified
Generative AI
8.3
6
6.3
56
Functions
9.1
38
|
Verified
8.8
248
|
Verified
9.1
38
|
Verified
8.8
251
|
Verified
8.9
34
|
Verified
8.7
226
|
Verified
8.9
20
|
Verified
8.1
160
|
Verified
9.0
21
8.7
190
|
Verified
8.9
19
8.8
210
|
Verified
9.6
19
|
Verified
8.8
206
|
Verified
8.9
20
|
Verified
8.6
187
|
Verified
Agentic AI - Contact Center
Not enough data
6.1
31
Not enough data
7.1
33
Not enough data
Feature Not Available
Not enough data
6.6
32
Administrative
8.9
31
8.2
226
|
Verified
9.3
28
|
Verified
8.7
243
|
Verified
9.0
34
|
Verified
8.3
256
|
Verified
9.3
20
8.7
197
|
Verified
9.4
16
8.3
169
|
Verified
Compliance
Not enough data
8.8
59
Not enough data
8.8
62
Not enough data
8.5
57
Management
Not enough data
8.6
56
Not enough data
8.5
59
Not enough data
8.6
60
Not enough data
8.5
60
Integration
Not enough data
8.8
61
Not enough data
8.5
60
Not enough data
8.5
57
ServiceNow Apps
Not enough data
9.0
7
Not enough data
9.8
7
Agentic AI - ServiceNow Store Apps
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Responses
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy - AI Agents
Not enough data
Feature Not Available
Not enough data
Feature Not Available
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
Responses
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
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
Not enough data
Not enough data
Workforce Management
Not enough data
8.5
49
|
Verified
Not enough data
8.7
51
|
Verified
Not enough data
8.3
50
|
Verified
Not enough data
8.2
49
|
Verified
Not enough data
6.7
46
Administration
Not enough data
8.1
49
|
Verified
Not enough data
8.1
53
|
Verified
Not enough data
8.1
53
|
Verified
Not enough data
8.3
47
|
Verified
Not enough data
8.3
45
|
Verified
Conversational 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
Support Automation
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
Not enough data
Not enough data
Messaging Channels
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
Not enough data
7.7
91
Not enough data
6.8
86
Not enough data
8.4
95
Not enough data
8.8
99
Not enough data
8.7
97
Not enough data
8.5
96
Not enough data
8.9
99
Generative AI
Not enough data
6.1
29
Workforce Management
Not enough data
9.0
92
Not enough data
8.9
92
Call Center Infrastructure (CCI)
Not enough data
6.4
12
Not enough data
8.2
11
Not enough data
7.1
12
Not enough data
6.3
12
Administrative
Not enough data
9.0
95
Not enough data
8.7
99
Customer Support
Not enough data
8.1
30
Not enough data
8.2
30
Not enough data
7.8
30
Automation
Not enough data
7.8
29
Not enough data
8.4
29
Not enough data
8.2
28
Artificial Intelligence
Not enough data
Feature Not Available
Not enough data
7.9
28
Not enough data
7.6
28
Generative AI
Not enough data
5.1
13
Not enough data
6.7
14
Not enough data
5.3
13
Communication
Not enough data
8.9
54
Not enough data
8.9
55
Not enough data
8.2
48
Not enough data
8.5
50
Not enough data
8.3
41
Internal Use
Not enough data
8.0
57
Not enough data
8.0
44
Not enough data
7.8
43
Not enough data
8.5
46
Not enough data
8.0
47
Not enough data
8.5
48
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Process
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Channels
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
Insight
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
5.3
6
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
AI Compliance
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Risk Management & Monitoring
Not enough data
Not enough data
Not enough data
Not enough data
AI Lifecycle Management
Not enough data
Not enough data
Access Control and Security
Not enough data
Not enough data
Collaboration and Communication
Not enough data
Not enough data
Agentic AI - AI Governance Tools
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Feature Not Available
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customization - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Functionality - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Data and Analytics - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Integration - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Voice Recognition - AI Voice Assistants
Not enough data
Not enough data
Speech Synthesis - AI Voice Assistants
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Security and privacy - AI Voice Assistants
Not enough data
Not enough data
Compatibility - AI Voice Assistants
Not enough data
Not enough data
Agentic AI - Salesforce AppExchange Apps
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
Agentic AI - Outbound Call Tracking
Not enough data
6.9
8
Not enough data
7.1
8
Calling
Not enough data
9.0
12
Not enough data
8.2
11
Not enough data
8.8
11
Not enough data
9.0
12
Not enough data
9.0
12
Contacts
Not enough data
8.2
12
Not enough data
8.8
10
Not enough data
8.5
12
Insights
Not enough data
8.2
12
Not enough data
8.6
11
Not enough data
8.8
12
Not enough data
7.8
12
Not enough data
7.8
10
Not enough data
6.9
9
Agentic AI - UCaaS Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Extensions
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Features
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
Reporting
Not enough data
Not enough data
Not enough data
Not enough data
Omnichannel Features
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
Customer Query Resolution - AI Customer Support Agents
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
Customer Interaction Automation - AI Customer Support Agents
Not enough data
Not enough data
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
Feature Not Available
Not enough data
Feature Not Available
Autonomy
Not enough data
Feature Not Available
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - AI Agents
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
Categories
Categories
Shared Categories
Amazon Connect and Five9 Intelligent Cloud Contact Center Platform are categorized as Speech Analytics, Contact Center, Customer Service Automation, Contact Center Quality Assurance, Contact Center Workforce, and Call Center Infrastructure (CCI)
Unique Categories
Amazon Connect has no unique categories
Five9 Intelligent Cloud Contact Center Platform is categorized as Chatbots, AI Voice Assistants, AI Customer Support Agents, Auto Dialer, Conversational Support, Omnichannel Commerce, ServiceNow Store Apps, Help Desk, UCaaS Platforms, Call Compliance, Digital Customer Service Platforms, Customer Communications Management, Live Chat, Contact Center Knowledge Base, Social Customer Service, AI Agent Builders, Proactive Notification, Salesforce AppExchange Apps, AI Governance Tools, AI Agents For Business Operations, and Outbound Call Tracking
Reviews
Reviewers' Company Size
Amazon Connect
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Five9 Intelligent Cloud Contact Center 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
15.5%
Information Technology and Services
12.1%
Financial Services
10.3%
Insurance
8.6%
Banking
6.9%
Other
46.6%
Consumer Services
8.7%
Financial Services
8.1%
Insurance
7.2%
Information Technology and Services
6.3%
Telecommunications
5.4%
Other
64.2%
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
Does five9 have a mobile app?
2 Comments
SA
No it is a software that helps connect to people outside of your countryRead more
Loyal customer call acceleration
1 Comment
KG
I'm not certain - we don't use this functionality in our business, but I'm certain that Five9 would collaborate on a solution regardless.Read more
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