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Compare Amazon Connect and Webex Contact Center 
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At a Glance
Market Segments
Mid-Market (49.1% of reviews)
Mid-Market (40.6% 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 ConnectWebex Contact Center
Star Rating
(166)4.4 out of 5
Market Segments
Mid-Market (40.6% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Webex Contact CenterSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Amazon Connect excels in its Web Chat feature, scoring 9.5, which reviewers mention provides a seamless experience for customer interactions. In contrast, Webex Contact Center's Web Chat feature scores lower at 8.8, indicating room for improvement in user experience.
- Reviewers mention that Amazon Connect's Call Back functionality, rated at 9.2, is highly appreciated for reducing customer wait times. Webex Contact Center, while still effective, has a slightly lower score of 8.9, suggesting that Amazon Connect may offer a more efficient solution in this area.
- Users on G2 highlight Amazon Connect's superior Agent Self-Service capabilities, which enhance agent availability and efficiency. Webex Contact Center lacks detailed ratings in this area, indicating that Amazon Connect may provide a more robust self-service experience for agents.
- G2 users report that Amazon Connect's IVR system, rated at 9.2, is intuitive and user-friendly, making it easier for customers to navigate. In comparison, Webex Contact Center's IVR scores 8.9, suggesting that while functional, it may not be as user-friendly as Amazon Connect's offering.
- Reviewers mention that Amazon Connect's Performance Evaluation tools, both rated at 8.9, are effective for monitoring agent performance. However, users report that Webex Contact Center's tools are slightly less comprehensive, which could impact overall performance management.
- Users say that Amazon Connect's Concurrent Calling feature, rated at 8.8, is efficient for handling multiple calls simultaneously, while Webex Contact Center shines with a higher score of 9.2, indicating a stronger capability in managing concurrent calls effectively.
Pricing
Entry-Level Pricing
Amazon Connect
No pricing availableWebex Contact Center
No pricing availableFree Trial
Amazon Connect
Free Trial is available
Webex Contact Center
No trial information availableRatings
Meets Requirements
9.1
49
9.1
141
Ease of Use
9.2
50
9.0
141
Ease of Setup
9.1
22
8.5
52
Ease of Admin
9.2
16
8.2
35
Quality of Support
8.8
39
8.9
134
Has the product been a good partner in doing business?
9.0
15
8.8
34
Product Direction (% positive)
8.4
44
9.3
140
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
9.2
74
8.4
18
8.8
72
9.4
18
|
Verified
8.9
74
Feature Not Available
8.6
72
8.7
19
8.5
73
Generative AI
8.0
5
9.0
56
Functions
9.1
37
|
Verified
9.1
97
9.1
37
|
Verified
8.9
98
8.8
33
|
Verified
9.1
88
8.9
19
|
Verified
8.4
73
9.0
20
8.7
74
8.9
18
8.7
72
9.5
18
|
Verified
9.0
75
8.9
19
|
Verified
8.8
74
Agentic AI - Contact Center
Not enough data
8.9
15
Not enough data
8.8
14
Not enough data
8.6
15
Not enough data
8.8
15
Administrative
8.9
30
8.8
91
9.3
27
|
Verified
9.1
95
8.9
33
|
Verified
8.9
95
9.3
19
8.7
74
9.3
15
8.7
73
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
8.9
49
Not enough data
8.4
49
Not enough data
8.9
49
Not enough data
8.9
48
Not enough data
9.2
48
Not enough data
8.8
47
Not enough data
8.8
47
Generative AI
Not enough data
9.1
37
Workforce Management
Not enough data
8.9
49
Not enough data
8.9
48
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
8.9
48
Not enough data
8.7
48
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
Not enough data
Not enough data
Not enough data
Not enough data
Communication
Not enough data
8.0
5
Not enough data
9.0
5
Not enough data
7.7
5
Not enough data
8.3
5
Not enough data
Not enough data
Internal Use
Not enough data
8.1
7
Not enough data
7.7
5
Not enough data
7.7
5
Not enough data
Not enough data
Not enough data
7.3
5
Not enough data
8.3
5
Generative AI
Not enough data
Not enough data
Self-Service Experience
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
Self-Service 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
Agentic AI - Customer Self-Service
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
Categories
Categories
Shared Categories
Amazon Connect and Webex Contact Center are categorized as Contact Center, Customer Service Automation, Contact Center Workforce, and Call Center Infrastructure (CCI)
Unique Categories
Amazon Connect is categorized as Speech Analytics and Contact Center Quality Assurance
Webex Contact Center is categorized as Live Chat and Customer Self-Service
Reviews
Reviewers' Company Size
Amazon Connect
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Webex Contact Center
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%
Consumer Services
24.5%
Information Technology and Services
20.0%
Telecommunications
7.7%
Higher Education
3.9%
Banking
3.9%
Other
40.0%
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
What is Webex contact Centre?
1 Comment
TW
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...Read more
What improvements would you recommend for Webex Contact Center to better meet your customer service needs?
1 Comment
DP
AI-based summarization is the best feature. Read more
Webex Contact Center has no more discussions with answers
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