# Avaya Experience Platform, Call Center Studio vs Amazon Connect Comparison | | Avaya Experience Platform | Call Center Studio | Amazon Connect | |---|---|---|---| | **Star Rating** | 4.1 out of 5 | 4.8 out of 5 | 4.4 out of 5 | | **Total Reviews** | 181 | 91 | 86 | | **Largest Market Segment** | Enterprise (52.6% of reviews) | Mid-Market (65.9% of reviews) | Mid-Market (48.7% of reviews) | | **Entry Level Price** | No pricing available | Starting at $19.99 1 Seats Per Month | No pricing available | --- ## Top Pros & Cons ### Avaya Experience Platform Pros: - Calling Features (2 reviews) - Analytics (1 reviews) Cons: - Complexity (1 reviews) - Customization Difficulty (1 reviews) ### Call Center Studio Pros: - Ease of Use (4 reviews) - Efficiency (3 reviews) Cons: - Complex Reporting (1 reviews) - Dashboard Issues (1 reviews) ### Amazon Connect Pros: - Ease of Use (11 reviews) - Efficiency (6 reviews) Cons: - Complex Features (3 reviews) - Complexity (3 reviews) --- ## Ratings Comparison | Rating | Avaya Experience Platform | Call Center Studio | Amazon Connect | |---|---|---|---| | **Meets Requirements** | 8.6 (132 reviews) | 9.3 (49 reviews) | 9.0 (68 reviews) | | **Ease of Use** | 8.4 (131 reviews) | 9.4 (49 reviews) | 9.1 (69 reviews) | | **Ease of Setup** | 7.5 (34 reviews) | 9.6 (37 reviews) | 8.9 (40 reviews) | | **Ease of Admin** | 7.8 (33 reviews) | 9.4 (35 reviews) | 9.2 (17 reviews) | | **Quality of Support** | 8.2 (118 reviews) | 9.3 (49 reviews) | 8.8 (57 reviews) | | **Has the product been a good partner in doing business?** | 7.9 (32 reviews) | 9.6 (35 reviews) | 9.1 (16 reviews) | | **Product Direction (% positive)** | 7.1 (129 reviews) | 9.4 (39 reviews) | 8.1 (60 reviews) | --- ## Pricing ### Avaya Experience Platform #### Entry-Level Pricing No pricing available #### Free Trial No information available ### Call Center Studio #### Entry-Level Pricing Plan: AI-Powered CCaaS Price: Starting at $19.99 1 Seats Per Month Key Features: - Voice Bots: Automated voice responses to handle routine customer inquiries and tasks, reducing wait times and enhancing customer experience. - Chat Bots: AI-driven chatbots manage customer queries in real-time across multiple messaging platforms, improving efficiency and customer satisfaction. - CX Insights: Advanced analytics and AI tools to evaluate customer interactions and experiences, providing actionable insights for service improvement. [Learn more about Call Center Studio](https://www.g2.com/products/call-center-studio/reviews) #### Free Trial Yes ### Amazon Connect #### Entry-Level Pricing No pricing available #### Free Trial Yes --- ## Features Comparison By Category ### Contact Center Quality Assurance | Product | Score | Reviews | |---|---|---| | **Avaya Experience Platform** | N/A | N/A | | **Call Center Studio** | N/A | N/A | | **Amazon Connect** | N/A | N/A | #### Quality Assurance | Feature | Avaya Experience Platform | Call Center Studio | Amazon Connect | |---|---|---|---| | **Evaluation** | Not enough data | Not enough data | Not enough data | | **Calibration** | Not enough data | Not enough data | Not enough data | | **Reports** | Not enough data | Not enough data | Not enough data | #### Engagement | Feature | Avaya Experience Platform | Call Center Studio | Amazon Connect | |---|---|---|---| | **Feedback** | Not enough data | Not enough data | Not enough data | | **Dashboards** | Not enough data | Not enough data | Not enough data | | **Training** | Not enough data | Not enough data | Not enough data | #### Performance | Feature | Avaya Experience Platform | Call Center Studio | Amazon Connect | |---|---|---|---| | **Integrations** | Not enough data | Not enough data | Not enough data | | **Compliance** | Not enough data | Not enough data | Not enough data | #### Generative AI | Feature | Avaya Experience Platform | Call Center Studio | Amazon Connect | |---|---|---|---| | **AI Text Generation** | Not enough data | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Not enough data | Not enough data | ### Contact Center | Product | Score | Reviews | |---|---|---| | **Avaya Experience Platform** | 8.6/10 | 46 | | **Call Center Studio** | 9.0/10 | 40 | | **Amazon Connect** | 9.1/10 | 64 | #### Channels | Feature | Avaya Experience Platform | Call Center Studio | Amazon Connect | |---|---|---|---| | **Voice** | 9.3 (15 reviews) ✓ Verified | 9.6 (34 reviews) | 9.5 (33 reviews) ✓ Verified | | **Social** | 8.9 (11 reviews) | 8.7 (21 reviews) | 8.5 (19 reviews) | | **Web Chat** | 8.1 (15 reviews) ✓ Verified | 8.7 (21 reviews) | 9.5 (21 reviews) ✓ Verified | | **Mobile SMS** | 7.7 (10 reviews) | 7.5 (17 reviews) | Feature Not Available | | **Email** | 8.2 (14 reviews) ✓ Verified | Not enough data | 8.8 (21 reviews) | #### Generative AI | Feature | Avaya Experience Platform | Call Center Studio | Amazon Connect | |---|---|---|---| | **AI Text-to-Speech** | Not enough data | Not enough data | 8.3 (6 reviews) | #### Functions | Feature | Avaya Experience Platform | Call Center Studio | Amazon Connect | |---|---|---|---| | **Session Routing** | 8.6 (34 reviews) ✓ Verified | 9.3 (29 reviews) | 9.0 (41 reviews) ✓ Verified | | **Session Queuing** | 8.9 (34 reviews) | 9.4 (28 reviews) | 9.2 (40 reviews) ✓ Verified | | **Concurrent Calling** | 8.9 (31 reviews) ✓ Verified | 9.4 (28 reviews) | 8.8 (36 reviews) ✓ Verified | | **Speech Analytics** | 8.8 (15 reviews) ✓ Verified | 8.6 (23 reviews) | 8.8 (22 reviews) ✓ Verified | | **Auto Dialer** | 8.1 (16 reviews) | 9.0 (24 reviews) | 9.1 (23 reviews) | | **IVR** | 8.9 (14 reviews) ✓ Verified | 9.3 (32 reviews) | 9.0 (20 reviews) | | **Inbound Screen Pop** | 8.9 (14 reviews) ✓ Verified | 8.8 (26 reviews) | 9.6 (20 reviews) ✓ Verified | | **Persistent Data** | 9.3 (14 reviews) ✓ Verified | 8.6 (25 reviews) | 8.9 (20 reviews) ✓ Verified | #### Agentic AI - Contact Center | Feature | Avaya Experience Platform | Call Center Studio | Amazon Connect | |---|---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | 9.7 (6 reviews) | | **Cross-system Integration** | Not enough data | Not enough data | 9.3 (12 reviews) | | **Natural Language Interaction** | Not enough data | Not enough data | 8.7 (5 reviews) | | **Proactive Assistance** | Not enough data | Not enough data | 9.3 (5 reviews) | #### Administrative | Feature | Avaya Experience Platform | Call Center Studio | Amazon Connect | |---|---|---|---| | **Session Summary Notes** | 8.3 (27 reviews) ✓ Verified | 8.9 (25 reviews) | 9.0 (33 reviews) | | **Administrator Access** | 8.7 (27 reviews) ✓ Verified | 9.4 (29 reviews) | 9.3 (29 reviews) ✓ Verified | | **Reporting & Dashboards** | 8.6 (31 reviews) ✓ Verified | 9.4 (34 reviews) | 8.9 (37 reviews) ✓ Verified | | **Session Recording** | 8.6 (12 reviews) ✓ Verified | 9.5 (29 reviews) | 9.4 (23 reviews) | | **Agent Scheduling and Assignment** | 8.8 (13 reviews) ✓ Verified | 8.8 (25 reviews) | 9.4 (16 reviews) | ### Contact Center Workforce | Product | Score | Reviews | |---|---|---| | **Avaya Experience Platform** | 7.9/10 | 5 | | **Call Center Studio** | N/A | N/A | | **Amazon Connect** | N/A | N/A | #### Workforce Management | Feature | Avaya Experience Platform | Call Center Studio | Amazon Connect | |---|---|---|---| | **Agent Availability** | 7.7 (5 reviews) ✓ Verified | Not enough data | Not enough data | | **Skills Management** | 7.3 (5 reviews) ✓ Verified | Not enough data | Not enough data | | **Shift Scheduling** | Not enough data | Not enough data | Not enough data | | **Agent Self-Service** | 9.3 (5 reviews) ✓ Verified | Not enough data | Not enough data | | **Mobile Access** | Not enough data | Not enough data | Not enough data | #### Administration | Feature | Avaya Experience Platform | Call Center Studio | Amazon Connect | |---|---|---|---| | **Automation** | Not enough data | Not enough data | Not enough data | | **Performance Analysis** | 7.3 (5 reviews) ✓ Verified | Not enough data | Not enough data | | **Dashboards** | 7.3 (5 reviews) ✓ Verified | Not enough data | Not enough data | | **Forecasting** | Not enough data | Not enough data | Not enough data | | **Intraday Management** | 8.7 (5 reviews) ✓ Verified | Not enough data | Not enough data | ### Call Center Infrastructure (CCI) | Product | Score | Reviews | |---|---|---| | **Avaya Experience Platform** | N/A | N/A | | **Call Center Studio** | N/A | N/A | | **Amazon Connect** | N/A | N/A | #### Platform | Feature | Avaya Experience Platform | Call Center Studio | Amazon Connect | |---|---|---|---| | **Omnichannel** | Not enough data | Not enough data | Not enough data | | **Mobile Access** | Not enough data | Not enough data | Not enough data | | **Queue Management** | Not enough data | Not enough data | Not enough data | | **Call Routing** | Not enough data | Not enough data | Not enough data | | **Call Back** | Not enough data | Not enough data | Not enough data | | **IVR** | Not enough data | Not enough data | Not enough data | | **Automatic Call Distribution** | Not enough data | Not enough data | Not enough data | #### Generative AI | Feature | Avaya Experience Platform | Call Center Studio | Amazon Connect | |---|---|---|---| | **AI Text-to-Speech** | Not enough data | Not enough data | Not enough data | #### Workforce Management | Feature | Avaya Experience Platform | Call Center Studio | Amazon Connect | |---|---|---|---| | **Call Monitoring** | Not enough data | Not enough data | Not enough data | | **Performance Evaluation** | Not enough data | Not enough data | Not enough data | #### Call Center Infrastructure (CCI) | Feature | Avaya Experience Platform | Call Center Studio | Amazon Connect | |---|---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | Not enough data | #### Administrative | Feature | Avaya Experience Platform | Call Center Studio | Amazon Connect | |---|---|---|---| | **Call Recording** | Not enough data | Not enough data | Not enough data | | **Reporting & Dashboards** | Not enough data | Not enough data | Not enough data | ### Customer Service Automation | Product | Score | Reviews | |---|---|---| | **Avaya Experience Platform** | N/A | N/A | | **Call Center Studio** | N/A | N/A | | **Amazon Connect** | N/A | N/A | #### Customer Support | Feature | Avaya Experience Platform | Call Center Studio | Amazon Connect | |---|---|---|---| | **Text** | Not enough data | Not enough data | Not enough data | | **Speech** | Not enough data | Not enough data | Not enough data | | **Knowledge Base** | Not enough data | Not enough data | Not enough data | #### Automation | Feature | Avaya Experience Platform | Call Center Studio | Amazon Connect | |---|---|---|---| | **Ticket Resolution** | Not enough data | Not enough data | Not enough data | | **Customization** | Not enough data | Not enough data | Not enough data | | **Intelligent Routing** | Not enough data | Not enough data | Not enough data | #### Artificial Intelligence | Feature | Avaya Experience Platform | Call Center Studio | Amazon Connect | |---|---|---|---| | **Learning** | Not enough data | Not enough data | Not enough data | | **Language** | Not enough data | Not enough data | Not enough data | | **Conversational AI** | Not enough data | Not enough data | Not enough data | ### Customer Self-Service | Product | Score | Reviews | |---|---|---| | **Avaya Experience Platform** | N/A | N/A | | **Call Center Studio** | N/A | N/A | | **Amazon Connect** | N/A | N/A | #### Generative AI | Feature | Avaya Experience Platform | Call Center Studio | Amazon Connect | |---|---|---|---| | **AI Text Summarization** | Not enough data | Not enough data | Not enough data | #### Self-Service Experience | Feature | Avaya Experience Platform | Call Center Studio | Amazon Connect | |---|---|---|---| | **Knowledge Base** | Not enough data | Not enough data | Not enough data | | **Searchable Articles** | Not enough data | Not enough data | Not enough data | | **Community Forums** | Not enough data | Not enough data | Not enough data | | **Mobile Optimization** | Not enough data | Not enough data | Not enough data | | **Personalization** | Not enough data | Not enough data | Not enough data | #### Self-Service Platform | Feature | Avaya Experience Platform | Call Center Studio | Amazon Connect | |---|---|---|---| | **Branding** | Not enough data | Not enough data | Not enough data | | **Automation** | Not enough data | Not enough data | Not enough data | | **Artificial Intelligence** | Not enough data | Not enough data | Not enough data | | **Integrations** | Not enough data | Not enough data | Not enough data | #### Agentic AI - Customer Self-Service | Feature | Avaya Experience Platform | Call Center Studio | Amazon Connect | |---|---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | | **Multi-step Planning** | Not enough data | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | Not enough data | | **Adaptive Learning** | Not enough data | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | Not enough data | | **Decision Making** | Not enough data | Not enough data | Not enough data | ### Speech Analytics | Product | Score | Reviews | |---|---|---| | **Avaya Experience Platform** | N/A | N/A | | **Call Center Studio** | N/A | N/A | | **Amazon Connect** | N/A | N/A | #### Generative AI | Feature | Avaya Experience Platform | Call Center Studio | Amazon Connect | |---|---|---|---| | **AI Text Summarization** | Not enough data | Not enough data | Not enough data | --- ## Categories **Shared Categories (1):** [Contact Center Software](https://www.g2.com/categories/contact-center) **Unique to Avaya Experience Platform (3):** [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Speech Analytics Software](https://www.g2.com/categories/speech-analytics), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service) **Unique to Amazon Connect (5):** [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) --- ## Reviewer Demographics ### By Company Size | Segment | Avaya Experience Platform | Call Center Studio | Amazon Connect | |---|---|---|---| | **Small-Business** | 13.8% | 22.4% | 22.4% | | **Mid-Market** | 33.6% | 65.9% | 48.7% | | **Enterprise** | 52.6% | 11.8% | 28.9% | ### By Industry #### Avaya Experience Platform - **Telecommunications:** 14.5% - **Consumer Services:** 10.5% - **Information Technology and Services:** 10.5% - **Insurance:** 9.9% - **Hospital & Health Care:** 4.6% - **Financial Services:** 4.6% - **Internet:** 2.6% - **Entertainment:** 2.6% - **Retail:** 2.0% - **Banking:** 2.0% - **Other:** 36.2% #### Call Center Studio - **Telecommunications:** 20.0% - **Consumer Services:** 10.6% - **Insurance:** 7.1% - **Food & Beverages:** 5.9% - **Retail:** 4.7% - **Consumer Electronics:** 4.7% - **Airlines/Aviation:** 3.5% - **Automotive:** 3.5% - **Computer Software:** 3.5% - **Information Technology and Services:** 3.5% - **Other:** 32.9% #### Amazon Connect - **Computer Software:** 15.8% - **Information Technology and Services:** 10.5% - **Financial Services:** 9.2% - **Insurance:** 6.6% - **Consumer Services:** 5.3% - **Banking:** 5.3% - **Accounting:** 5.3% - **Leisure, Travel & Tourism:** 3.9% - **Real Estate:** 2.6% - **Computer & Network Security:** 2.6% - **Other:** 32.9% --- ## Alternatives ### Alternatives to Avaya Experience Platform - [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2504 reviews) - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1547 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) - [3CX](https://www.g2.com/products/3cx/reviews) — 4.4/5 stars (546 reviews) - [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (737 reviews) - [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1585 reviews) - [Ozonetel](https://www.g2.com/products/ozonetel/reviews) — 4.6/5 stars (625 reviews) - [8x8 Contact Center](https://www.g2.com/products/8x8-contact-center/reviews) — 4.1/5 stars (254 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6944 reviews) ### Alternatives to Call Center Studio - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1547 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 (2504 reviews) - [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews) - [CallRail](https://www.g2.com/products/callrail/reviews) — 4.5/5 stars (1715 reviews) - [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1585 reviews) - [UJET](https://www.g2.com/products/ujet/reviews) — 4.7/5 stars (1129 reviews) - [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — 4.4/5 stars (1839 reviews) - [3CX](https://www.g2.com/products/3cx/reviews) — 4.4/5 stars (546 reviews) - [Dialpad Support](https://www.g2.com/products/dialpad-support/reviews) — 4.4/5 stars (695 reviews) ### Alternatives to Amazon Connect - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2504 reviews) - [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews) - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1547 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 (254 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 (1585 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 (546 reviews) --- ## Top Discussions ### Avaya Experience Platform No discussions available for this product. ### Call Center Studio No discussions available for this product. ### 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" --- **Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/avaya-experience-platform-vs-call-center-studio-vs-amazon-connect)