# Amazon Connect vs Webex Contact Center Comparison | | Amazon Connect | Webex Contact Center | |---|---|---| | **Star Rating** | 4.4 out of 5 | 4.4 out of 5 | | **Total Reviews** | 87 | 163 | | **Largest Market Segment** | Mid-Market (49.4% of reviews) | Mid-Market (39.9% 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) ### Webex Contact Center Pros: - Features (14 reviews) - Ease of Use (13 reviews) Cons: - Integration Issues (3 reviews) - Limited Customization (3 reviews) --- ## Ratings Comparison | Rating | Amazon Connect | Webex Contact Center | |---|---|---| | **Meets Requirements** | 9.0 (69 reviews) | 9.1 (139 reviews) | | **Ease of Use** | 9.1 (70 reviews) | 9.0 (139 reviews) | | **Ease of Setup** | 8.9 (41 reviews) | 8.4 (50 reviews) | | **Ease of Admin** | 9.2 (17 reviews) | 8.2 (37 reviews) | | **Quality of Support** | 8.8 (58 reviews) | 9.0 (132 reviews) | | **Has the product been a good partner in doing business?** | 9.1 (16 reviews) | 8.8 (36 reviews) | | **Product Direction (% positive)** | 8.1 (61 reviews) | 9.2 (138 reviews) | --- ## Pricing ### Amazon Connect #### Entry-Level Pricing No pricing available #### Free Trial Yes ### Webex Contact Center #### Entry-Level Pricing No pricing available #### Free Trial No information available --- ## Features Comparison By Category ### Contact Center Quality Assurance | Product | Score | Reviews | |---|---|---| | **Amazon Connect** | N/A | N/A | | **Webex Contact Center** | N/A | N/A | #### Quality Assurance | Feature | Amazon Connect | Webex Contact Center | |---|---|---| | **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 | Webex Contact Center | |---|---|---| | **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 | Webex Contact Center | |---|---|---| | **Integrations** | Not enough data | Not enough data | | **Compliance** | Not enough data | Not enough data | #### Generative AI | Feature | Amazon Connect | Webex Contact Center | |---|---|---| | **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 | 65 | | **Webex Contact Center** | 8.8/10 | 116 | #### Channels | Feature | Amazon Connect | Webex Contact Center | |---|---|---| | **Voice** | 9.5 (34 reviews) ✓ Verified | 9.1 (70 reviews) | | **Social** | 8.5 (19 reviews) | 8.8 (69 reviews) | | **Web Chat** | 9.5 (21 reviews) ✓ Verified | 8.9 (71 reviews) | | **Mobile SMS** | Feature Not Available | 8.6 (69 reviews) | | **Email** | 8.8 (21 reviews) | 8.6 (69 reviews) | #### Generative AI | Feature | Amazon Connect | Webex Contact Center | |---|---|---| | **AI Text-to-Speech** | 8.3 (6 reviews) | 8.9 (53 reviews) | #### Functions | Feature | Amazon Connect | Webex Contact Center | |---|---|---| | **Session Routing** | 9.0 (41 reviews) ✓ Verified | 9.0 (94 reviews) | | **Session Queuing** | 9.2 (40 reviews) ✓ Verified | 9.0 (96 reviews) | | **Concurrent Calling** | 8.8 (36 reviews) ✓ Verified | 9.1 (85 reviews) | | **Speech Analytics** | 8.8 (22 reviews) ✓ Verified | 8.4 (70 reviews) | | **Auto Dialer** | 9.1 (23 reviews) | 8.8 (70 reviews) | | **IVR** | 9.0 (20 reviews) | 8.8 (69 reviews) | | **Inbound Screen Pop** | 9.6 (20 reviews) ✓ Verified | 9.0 (72 reviews) | | **Persistent Data** | 8.9 (20 reviews) ✓ Verified | 8.8 (71 reviews) | #### Agentic AI - Contact Center | Feature | Amazon Connect | Webex Contact Center | |---|---|---| | **Autonomous Task Execution** | 9.7 (6 reviews) | 9.1 (11 reviews) | | **Cross-system Integration** | 9.3 (12 reviews) | 8.8 (10 reviews) | | **Natural Language Interaction** | 8.6 (6 reviews) | 8.3 (11 reviews) | | **Proactive Assistance** | 9.3 (5 reviews) | 8.8 (11 reviews) | #### Administrative | Feature | Amazon Connect | Webex Contact Center | |---|---|---| | **Session Summary Notes** | 9.0 (33 reviews) | 8.9 (87 reviews) | | **Administrator Access** | 9.3 (29 reviews) ✓ Verified | 9.1 (91 reviews) | | **Reporting & Dashboards** | 8.9 (37 reviews) ✓ Verified | 8.8 (92 reviews) | | **Session Recording** | 9.4 (23 reviews) | 8.7 (70 reviews) | | **Agent Scheduling and Assignment** | 9.4 (16 reviews) | 8.7 (69 reviews) | ### Contact Center Workforce | Product | Score | Reviews | |---|---|---| | **Amazon Connect** | N/A | N/A | | **Webex Contact Center** | 6.6/10 | 6 | #### Workforce Management | Feature | Amazon Connect | Webex Contact Center | |---|---|---| | **Agent Availability** | Not enough data | Not enough data | | **Skills Management** | Not enough data | 6.3 (5 reviews) | | **Shift Scheduling** | Not enough data | 6.3 (5 reviews) | | **Agent Self-Service** | Not enough data | 6.3 (5 reviews) | | **Mobile Access** | Not enough data | 6.7 (5 reviews) | #### Administration | Feature | Amazon Connect | Webex Contact Center | |---|---|---| | **Automation** | Not enough data | 6.3 (5 reviews) | | **Performance Analysis** | Not enough data | 6.0 (5 reviews) | | **Dashboards** | Not enough data | 7.7 (5 reviews) | | **Forecasting** | Not enough data | 6.7 (5 reviews) | | **Intraday Management** | Not enough data | 6.7 (5 reviews) | ### Call Center Infrastructure (CCI) | Product | Score | Reviews | |---|---|---| | **Amazon Connect** | N/A | N/A | | **Webex Contact Center** | 8.8/10 | 52 | #### Platform | Feature | Amazon Connect | Webex Contact Center | |---|---|---| | **Omnichannel** | Not enough data | 8.9 (50 reviews) | | **Mobile Access** | Not enough data | 8.4 (50 reviews) | | **Queue Management** | Not enough data | 8.8 (51 reviews) | | **Call Routing** | Not enough data | 8.8 (50 reviews) | | **Call Back** | Not enough data | 9.2 (49 reviews) | | **IVR** | Not enough data | 8.8 (48 reviews) | | **Automatic Call Distribution** | Not enough data | 8.8 (48 reviews) | #### Generative AI | Feature | Amazon Connect | Webex Contact Center | |---|---|---| | **AI Text-to-Speech** | Not enough data | 9.0 (38 reviews) | #### Workforce Management | Feature | Amazon Connect | Webex Contact Center | |---|---|---| | **Call Monitoring** | Not enough data | 8.9 (50 reviews) | | **Performance Evaluation** | Not enough data | 8.9 (49 reviews) | #### Call Center Infrastructure (CCI) | Feature | Amazon Connect | Webex Contact Center | |---|---|---| | **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 | Webex Contact Center | |---|---|---| | **Call Recording** | Not enough data | 8.8 (49 reviews) | | **Reporting & Dashboards** | Not enough data | 8.6 (50 reviews) | ### Customer Service Automation | Product | Score | Reviews | |---|---|---| | **Amazon Connect** | N/A | N/A | | **Webex Contact Center** | N/A | N/A | #### Customer Support | Feature | Amazon Connect | Webex Contact Center | |---|---|---| | **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 | Webex Contact Center | |---|---|---| | **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 | Webex Contact Center | |---|---|---| | **Learning** | Not enough data | Not enough data | | **Language** | Not enough data | Not enough data | | **Conversational AI** | Not enough data | Not enough data | ### Live Chat | Product | Score | Reviews | |---|---|---| | **Amazon Connect** | N/A | N/A | | **Webex Contact Center** | 7.9/10 | 10 | #### Generative AI | Feature | Amazon Connect | Webex Contact Center | |---|---|---| | **AI Text Generation** | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Not enough data | | **AI Text-to-Speech** | Not enough data | Not enough data | #### Communication | Feature | Amazon Connect | Webex Contact Center | |---|---|---| | **Pop-up Chat** | Not enough data | 8.1 (6 reviews) | | **Notifications** | Not enough data | 8.6 (6 reviews) | | **Targeted Emails** | Not enough data | 7.8 (6 reviews) | | **In-App Messaging** | Not enough data | 8.1 (6 reviews) | | **Co-Browsing** | Not enough data | 6.0 (5 reviews) | #### Internal Use | Feature | Amazon Connect | Webex Contact Center | |---|---|---| | **Customization ** | Not enough data | 8.3 (9 reviews) | | **Conversation Archiving** | Not enough data | 7.8 (6 reviews) | | **Lead Development** | Not enough data | 7.8 (6 reviews) | | **Knowledge Base** | Not enough data | 8.7 (5 reviews) | | **Team Inbox ** | Not enough data | 7.5 (6 reviews) | | **Customer Profiles** | Not enough data | 8.3 (6 reviews) | ### Customer Self-Service | Product | Score | Reviews | |---|---|---| | **Amazon Connect** | N/A | N/A | | **Webex Contact Center** | 8.2/10 | 7 | #### Generative AI | Feature | Amazon Connect | Webex Contact Center | |---|---|---| | **AI Text Summarization** | Not enough data | Not enough data | #### Self-Service Experience | Feature | Amazon Connect | Webex Contact Center | |---|---|---| | **Knowledge Base** | Not enough data | 8.3 (5 reviews) | | **Searchable Articles** | Not enough data | 8.3 (5 reviews) | | **Community Forums** | Not enough data | 8.7 (5 reviews) | | **Mobile Optimization** | Not enough data | 8.0 (5 reviews) | | **Personalization** | Not enough data | 8.3 (5 reviews) | #### Self-Service Platform | Feature | Amazon Connect | Webex Contact Center | |---|---|---| | **Branding** | Not enough data | 8.3 (5 reviews) | | **Automation** | Not enough data | 8.3 (5 reviews) | | **Artificial Intelligence** | Not enough data | 7.7 (5 reviews) | | **Integrations** | Not enough data | 8.1 (6 reviews) | #### Agentic AI - Customer Self-Service | Feature | Amazon Connect | Webex Contact Center | |---|---|---| | **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 | ### Speech Analytics | Product | Score | Reviews | |---|---|---| | **Amazon Connect** | N/A | N/A | | **Webex Contact Center** | N/A | N/A | #### Generative AI | Feature | Amazon Connect | Webex Contact Center | |---|---|---| | **AI Text Summarization** | Not enough data | Not enough data | --- ## Categories **Shared Categories (4):** [Contact Center Software](https://www.g2.com/categories/contact-center), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [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) **Unique to Amazon Connect (2):** [Speech Analytics Software](https://www.g2.com/categories/speech-analytics), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance) **Unique to Webex Contact Center (2):** [Live Chat Software](https://www.g2.com/categories/live-chat), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service) --- ## Reviewer Demographics ### By Company Size | Segment | Amazon Connect | Webex Contact Center | |---|---|---| | **Small-Business** | 22.1% | 31.4% | | **Mid-Market** | 49.4% | 39.9% | | **Enterprise** | 28.6% | 28.8% | ### By Industry #### Amazon Connect - **Computer Software:** 15.6% - **Information Technology and Services:** 10.4% - **Financial Services:** 9.1% - **Insurance:** 6.5% - **Accounting:** 5.2% - **Banking:** 5.2% - **Consumer Services:** 5.2% - **Leisure, Travel & Tourism:** 3.9% - **Airlines/Aviation:** 2.6% - **Transportation/Trucking/Railroad:** 2.6% - **Other:** 33.8% #### Webex Contact Center - **Consumer Services:** 21.6% - **Information Technology and Services:** 20.9% - **Telecommunications:** 8.5% - **Banking:** 3.9% - **Higher Education:** 3.9% - **Financial Services:** 3.3% - **Hospital & Health Care:** 3.3% - **Computer Software:** 2.6% - **Marketing and Advertising:** 2.6% - **Automotive:** 2.0% - **Other:** 27.5% --- ## Alternatives ### Alternatives to Amazon Connect - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2505 reviews) - [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1731 reviews) - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1550 reviews) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (611 reviews) - [8x8 Contact Center](https://www.g2.com/products/8x8-contact-center/reviews) — 4.1/5 stars (255 reviews) - [Avaya Contact Center](https://www.g2.com/products/avaya-contact-center/reviews) — 4.1/5 stars (181 reviews) - [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1593 reviews) - [UJET](https://www.g2.com/products/ujet/reviews) — 4.7/5 stars (1129 reviews) - [Vonage Contact Center (formerly NewVoiceMedia)](https://www.g2.com/products/vonage-contact-center-formerly-newvoicemedia/reviews) — 4.2/5 stars (104 reviews) - [3CX](https://www.g2.com/products/3cx/reviews) — 4.4/5 stars (547 reviews) ### Alternatives to Webex Contact Center - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1550 reviews) - [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1731 reviews) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (611 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2505 reviews) - [UJET](https://www.g2.com/products/ujet/reviews) — 4.7/5 stars (1129 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 (739 reviews) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7342 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6958 reviews) - [Ozonetel](https://www.g2.com/products/ozonetel/reviews) — 4.6/5 stars (625 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" ### Webex Contact Center - Title: [What improvements would you recommend for Webex Contact Center to better meet your customer service needs?](https://www.g2.com/discussions/what-improvements-would-you-recommend-for-webex-contact-center-to-better-meet-your-customer-service-needs) — 1 comment > **Top comment:** "AI-based summarization is the best feature. " - Title: [What is Webex contact Centre?](https://www.g2.com/discussions/what-is-webex-contact-centre) — 1 comment > **Top comment:** "Cisco has brought all of the best portions of Call Center Performance, data, omnichannel and WFO to their cloud suite. Many of the Cloud Market leaders have..." --- **Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/amazon-connect-vs-webex-contact-center)