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Compare Amazon Connect and Twilio Flex 
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At a Glance
Market Segments
Mid-Market (49.1% of reviews)
Small-Business (34.6% 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 ConnectTwilio Flex
Star Rating
(34)4.1 out of 5
Market Segments
Small-Business (34.6% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Twilio FlexSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Amazon Connect excels in ease of setup with a score of 9.2, while Twilio Flex falls behind at 7.3, making Amazon Connect a more user-friendly option for businesses looking to implement a contact center solution quickly.
- Reviewers mention that Amazon Connect's IVR feature scores a remarkable 9.2, providing a seamless experience for customers, whereas Twilio Flex's IVR capabilities are less robust, leading to a score of 8.0, which may affect customer interactions.
- G2 users highlight Amazon Connect's superior session routing capabilities with a score of 9.1, allowing for efficient call management, while Twilio Flex's session routing is rated lower at 8.4, potentially leading to longer wait times for customers.
- Users on G2 appreciate Amazon Connect's reporting and dashboards feature, scoring 8.9, which offers comprehensive insights into performance metrics, while Twilio Flex's reporting capabilities are rated at 8.2, indicating less depth in analytics.
- Reviewers say that Amazon Connect's quality of support is rated at 8.9, reflecting a strong commitment to customer service, whereas Twilio Flex's support is rated at 8.3, suggesting that users may experience slower response times or less effective assistance.
- Users report that Amazon Connect's persistent data feature, scoring 9.3, allows for better customer history tracking, enhancing personalization, while Twilio Flex does not offer the same level of data persistence, which could hinder user experience.
Pricing
Entry-Level Pricing
Amazon Connect
No pricing availableTwilio Flex
No pricing availableFree Trial
Amazon Connect
Free Trial is available
Twilio Flex
No trial information availableRatings
Meets Requirements
9.1
49
8.3
25
Ease of Use
9.2
50
8.2
25
Ease of Setup
9.1
22
7.2
9
Ease of Admin
9.2
16
7.5
8
Quality of Support
8.8
39
8.2
23
Has the product been a good partner in doing business?
9.0
15
8.6
7
Product Direction (% positive)
8.4
44
7.1
24
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
Not enough data
8.4
18
Not enough data
9.4
18
|
Verified
7.7
5
|
Verified
Feature Not Available
Not enough data
8.7
19
Not enough data
Generative AI
8.0
5
Not enough data
Functions
9.1
37
|
Verified
8.3
16
|
Verified
9.1
37
|
Verified
8.2
17
|
Verified
8.8
33
|
Verified
8.6
14
|
Verified
8.9
19
|
Verified
Not enough data
9.0
20
Not enough data
8.9
18
Not enough data
9.5
18
|
Verified
7.3
5
8.9
19
|
Verified
Not enough data
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
8.2
15
|
Verified
9.3
27
|
Verified
8.6
11
|
Verified
8.9
33
|
Verified
8.1
16
|
Verified
9.3
19
Not enough data
9.3
15
6.0
5
|
Verified
Workforce 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
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
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
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
Platform Basics - VoIP Providers
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
Basic Communication
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 - VoIP Providers
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Access
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Advanced Features
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
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
Categories
Categories
Shared Categories
Amazon Connect and Twilio Flex are categorized as Contact Center and Call Center Infrastructure (CCI)
Unique Categories
Amazon Connect is categorized as Speech Analytics, Customer Service Automation, Contact Center Quality Assurance, and Contact Center Workforce
Twilio Flex is categorized as UCaaS Platforms and VoIP Providers
Reviews
Reviewers' Company Size
Amazon Connect
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Twilio Flex
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%
Insurance
19.2%
Information Technology and Services
19.2%
Transportation/Trucking/Railroad
7.7%
Consumer Services
7.7%
Computer Software
7.7%
Other
38.5%
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
Twilio Flex has no discussions with answers
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