# CTM, RingCentral Contact Center vs Amazon Connect Comparison

| | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Star Rating** | 4.5 out of 5 | 4.1 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 758 | 199 | 85 | 
| **Largest Market Segment** | Small-Business (66.2% of reviews) | Small-Business (50.0% of reviews) | Mid-Market (49.3% of reviews) | 
| **Entry Level Price** | $79.00 Per Month | No pricing available | No pricing available | 

---
## Top Pros & Cons

### CTM

Pros:
- Customer Support (49 reviews)
- Ease of Use (48 reviews)

Cons:
- Learning Curve (23 reviews)
- Complexity (15 reviews)

### RingCentral Contact Center

Pros:
- Ease of Use (28 reviews)
- Helpful (15 reviews)

Cons:
- Call Issues (14 reviews)
- Call Functionality (12 reviews)

### Amazon Connect

Pros:
- Ease of Use (11 reviews)
- Efficiency (6 reviews)

Cons:
- Complex Features (3 reviews)
- Complexity (3 reviews)

---
## Ratings Comparison
| Rating | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
  | **Meets Requirements** | 9.1 (629 reviews) | 8.5 (153 reviews) | 9.0 (67 reviews) | 
  | **Ease of Use** | 8.6 (635 reviews) | 8.6 (156 reviews) | 9.2 (68 reviews) | 
  | **Ease of Setup** | 8.4 (532 reviews) | 8.5 (87 reviews) | 9.0 (39 reviews) | 
  | **Ease of Admin** | 8.7 (529 reviews) | 8.3 (50 reviews) | 9.2 (17 reviews) | 
  | **Quality of Support** | 9.0 (584 reviews) | 8.0 (136 reviews) | 8.8 (56 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.2 (524 reviews) | 8.1 (51 reviews) | 9.1 (16 reviews) | 
  | **Product Direction (% positive)** | 9.1 (628 reviews) | 7.1 (143 reviews) | 8.0 (59 reviews) | 

---
## Pricing

### CTM

#### Entry-Level Pricing

Plan: Marketing Lite

Price: $79.00 Per Month

Description: Attribution essentials to measure the impact of your marketing efforts



Key Features:
- Unlimited users
- Attribute calls and texts to their source
- Standard call recording, forwarding, and IVR routing

[Browse all 4 editions](https://www.g2.com/products/ctm-ctm/pricing)

#### Free Trial

Yes

### RingCentral Contact Center

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### Amazon Connect

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **CTM** | N/A | N/A |
| **RingCentral Contact Center** | 9.2/10 | 26 |
| **Amazon Connect** | N/A | N/A |

#### Ticket and Case Management

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Ticket creation user experience** | Not enough data | 8.1 (9 reviews) | Not enough data | 
| **Ticket response user experience** | Not enough data | 8.1 (8 reviews) | Not enough data | 
| **Workflow** | Not enough data | 9.5 (11 reviews) | Not enough data | 
| **Response Automation** | Not enough data | 9.5 (11 reviews) | Not enough data | 
| **SLA Management** | Not enough data | 8.1 (6 reviews) | Not enough data | 
| **Attachments/Screencasts** | Not enough data | 9.0 (10 reviews) | Not enough data | 
| **Ticket Collaboration** | Not enough data | 8.7 (9 reviews) | Not enough data | 
| **Customer and Contacts Database** | Not enough data | 9.2 (10 reviews) | Not enough data | 

#### Generative AI

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Feature Not Available | Not enough data | 

#### Agentic AI - Help Desk

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Autonomous Task Execution** | 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 | 

#### Communication Channels

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Customer Portal** | Not enough data | 9.4 (9 reviews) | Not enough data | 
| **Email to Case** | Not enough data | 9.8 (7 reviews) | Not enough data | 
| **Chat/Live Support** | Not enough data | 9.6 (8 reviews) | Not enough data | 
| **Social Integration** | Not enough data | 9.2 (6 reviews) | Not enough data | 
| **Voice** | Not enough data | 9.5 (11 reviews) | Not enough data | 

#### Platform

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Mobile User Support** | Not enough data | 9.0 (15 reviews) | Not enough data | 
| **Customization ** | Not enough data | 8.6 (15 reviews) | Not enough data | 
| **User, Role, and Access Management** | Not enough data | 9.4 (14 reviews) | Not enough data | 
| **Integration** | Not enough data | 9.1 (11 reviews) | Not enough data | 
| **Reporting** | Not enough data | 9.8 (11 reviews) | Not enough data | 
| **Dashboards** | Not enough data | 9.7 (13 reviews) | Not enough data | 

### Auto Dialer

| Product | Score | Reviews |
|---|---|---|
| **CTM** | N/A | N/A |
| **RingCentral Contact Center** | 8.0/10 | 38 |
| **Amazon Connect** | N/A | N/A |

#### Dialing Options

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Preview Dialing** | Not enough data | 8.4 (24 reviews) ✓ Verified | Not enough data | 
| **Progressive Dialing** | Not enough data | 8.1 (22 reviews) ✓ Verified | Not enough data | 
| **Predictive Dialing** | Not enough data | 7.2 (10 reviews) | Not enough data | 

#### Agent Tools

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Whisper Coaching ** | Not enough data | 7.4 (22 reviews) ✓ Verified | Not enough data | 
| **Callback Scheduling ** | Not enough data | 8.0 (22 reviews) ✓ Verified | Not enough data | 
| **Call Recording ** | Not enough data | 8.5 (27 reviews) ✓ Verified | Not enough data | 

#### Automation

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Voice Activity Detection** | Not enough data | 8.3 (21 reviews) ✓ Verified | Not enough data | 
| **Interactive Voice Response (IVR)** | Not enough data | 8.3 (25 reviews) ✓ Verified | Not enough data | 
| **Call Scrubbing** | Not enough data | 8.0 (22 reviews) ✓ Verified | Not enough data | 

#### Agentic AI - Auto Dialer

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.5 (12 reviews) | Not enough data | 
| **Cross-system Integration** | Not enough data | 7.9 (16 reviews) | Not enough data | 

#### AI Capabilities - Auto Dialer

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Call Prioritization and List Optimization** | Not enough data | 8.2 (10 reviews) | Not enough data | 
| **Compliance Monitoring** | Not enough data | 8.5 (10 reviews) | Not enough data | 
| **Speech Analytics and Sentiment Analysis** | Not enough data | 8.2 (11 reviews) | Not enough data | 

### Conversation Intelligence

| Product | Score | Reviews |
|---|---|---|
| **CTM** | 7.1/10 | 59 |
| **RingCentral Contact Center** | N/A | N/A |
| **Amazon Connect** | N/A | N/A |

#### Call Analytics

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Call Recording** | 9.6 (54 reviews) ✓ Verified | Not enough data | Not enough data | 
| **Machine Learning** | 8.4 (33 reviews) ✓ Verified | Not enough data | Not enough data | 
| **Call Analysis** | 9.0 (46 reviews) ✓ Verified | Not enough data | Not enough data | 
| **Lead Qualification** | 8.9 (45 reviews) ✓ Verified | Not enough data | Not enough data | 

#### Artificial Intelligence - Conversation Intelligence

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Customer Scoring** | 8.7 (40 reviews) ✓ Verified | Not enough data | Not enough data | 
| **Speech-to-Text** | 8.5 (39 reviews) ✓ Verified | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | Not enough data | 

#### Generative AI

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **AI Text Summarization** | 6.8 (11 reviews) | Not enough data | Not enough data | 

#### Agentic AI - Conversation Intelligence

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Autonomous Task Execution** | 5.8 (6 reviews) | Not enough data | Not enough data | 
| **Multi-step Planning** | 5.3 (6 reviews) | Not enough data | Not enough data | 
| **Cross-system Integration** | 6.1 (6 reviews) | Not enough data | Not enough data | 
| **Adaptive Learning** | 5.6 (6 reviews) | Not enough data | Not enough data | 
| **Natural Language Interaction** | 6.7 (6 reviews) | Not enough data | Not enough data | 
| **Proactive Assistance** | 5.8 (6 reviews) | Not enough data | Not enough data | 
| **Decision Making** | 4.7 (6 reviews) | Not enough data | Not enough data | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **CTM** | N/A | N/A |
| **RingCentral Contact Center** | 8.3/10 | 31 |
| **Amazon Connect** | N/A | N/A |

#### Channels

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Multi-Channel Coverage** | Not enough data | 9.0 (21 reviews) | Not enough data | 
| **Open Listening** | Not enough data | Feature Not Available | Not enough data | 
| **Physical Media** | Not enough data | Feature Not Available | Not enough data | 

#### Design

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Communications Strategy Development** | Not enough data | Feature Not Available | Not enough data | 
| **Create Content** | Not enough data | Feature Not Available | Not enough data | 
| **Personalization** | Not enough data | 7.9 (16 reviews) | Not enough data | 
| **Inbound Identification** | Not enough data | 8.8 (27 reviews) | Not enough data | 
| **Regulatory Compliance** | Not enough data | 8.6 (22 reviews) | Not enough data | 

#### Generative AI

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | 7.3 (11 reviews) | Not enough data | 
| **AI Text Summarization** | Not enough data | Feature Not Available | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **CTM** | N/A | N/A |
| **RingCentral Contact Center** | 9.0/10 | 8 |
| **Amazon Connect** | N/A | N/A |

#### Usability

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **All-Employee Access** | Not enough data | Feature Not Available | Not enough data | 
| **Supporting Documents** | Not enough data | 8.6 (6 reviews) | Not enough data | 
| **Two-Way Communication** | Not enough data | 9.7 (6 reviews) | Not enough data | 

#### Reporting

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Priority Case Alerts** | Not enough data | 8.6 (6 reviews) | Not enough data | 
| **Trend Analysis** | Not enough data | 8.3 (6 reviews) | Not enough data | 
| **Performance Monitoring** | Not enough data | 9.7 (6 reviews) | Not enough data | 

#### Generative AI

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Feature Not Available | Not enough data | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **CTM** | N/A | N/A |
| **RingCentral Contact Center** | N/A | N/A |
| **Amazon Connect** | N/A | N/A |

#### Quality Assurance

| Feature | CTM | RingCentral Contact Center | 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 | CTM | RingCentral Contact Center | 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 | CTM | RingCentral Contact Center | 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 | CTM | RingCentral Contact Center | 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 |
|---|---|---|
| **CTM** | 9.1/10 | 65 |
| **RingCentral Contact Center** | 7.9/10 | 83 |
| **Amazon Connect** | 9.1/10 | 63 |

#### Channels

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Voice** | 9.7 (32 reviews) ✓ Verified | 8.9 (49 reviews) ✓ Verified | 9.5 (32 reviews) ✓ Verified | 
| **Social** | 8.7 (22 reviews) | 7.4 (38 reviews) ✓ Verified | 8.5 (19 reviews) | 
| **Web Chat** | 9.2 (19 reviews) ✓ Verified | 7.7 (40 reviews) ✓ Verified | 9.5 (21 reviews) ✓ Verified | 
| **Mobile SMS** | 9.0 (29 reviews) ✓ Verified | 7.9 (47 reviews) ✓ Verified | Feature Not Available | 
| **Email** | 9.0 (21 reviews) | 7.9 (39 reviews) ✓ Verified | 8.8 (21 reviews) | 

#### Generative AI

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **AI Text-to-Speech** | 7.9 (7 reviews) | 6.7 (26 reviews) | 8.3 (6 reviews) | 

#### Functions

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Session Routing** | 9.3 (50 reviews) ✓ Verified | 8.3 (67 reviews) ✓ Verified | 9.1 (40 reviews) ✓ Verified | 
| **Session Queuing** | 9.4 (47 reviews) ✓ Verified | 8.1 (65 reviews) ✓ Verified | 9.2 (40 reviews) ✓ Verified | 
| **Concurrent Calling** | 9.5 (43 reviews) ✓ Verified | 7.9 (54 reviews) ✓ Verified | 8.8 (36 reviews) ✓ Verified | 
| **Speech Analytics** | 9.2 (21 reviews) | 7.4 (32 reviews) ✓ Verified | 8.8 (22 reviews) ✓ Verified | 
| **Auto Dialer** | 9.4 (18 reviews) ✓ Verified | 8.0 (40 reviews) ✓ Verified | 9.1 (23 reviews) | 
| **IVR** | 9.7 (27 reviews) ✓ Verified | 7.8 (39 reviews) ✓ Verified | 9.0 (20 reviews) | 
| **Inbound Screen Pop** | 9.5 (22 reviews) ✓ Verified | 8.1 (43 reviews) | 9.6 (20 reviews) ✓ Verified | 
| **Persistent Data** | 9.5 (22 reviews) ✓ Verified | 8.1 (38 reviews) ✓ Verified | 8.9 (20 reviews) ✓ Verified | 

#### Agentic AI - Contact Center

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Autonomous Task Execution** | 7.0 (5 reviews) | Not enough data | 9.7 (6 reviews) | 
| **Cross-system Integration** | 9.2 (6 reviews) | Not enough data | 9.3 (12 reviews) | 
| **Natural Language Interaction** | 7.3 (5 reviews) | Not enough data | 8.7 (5 reviews) | 
| **Proactive Assistance** | 8.0 (5 reviews) | Not enough data | 9.3 (5 reviews) | 

#### Administrative

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Session Summary Notes** | 9.2 (47 reviews) ✓ Verified | 7.9 (57 reviews) ✓ Verified | 9.0 (33 reviews) | 
| **Administrator Access** | 9.7 (47 reviews) ✓ Verified | 8.5 (63 reviews) ✓ Verified | 9.3 (29 reviews) ✓ Verified | 
| **Reporting & Dashboards** | 9.2 (50 reviews) ✓ Verified | 7.9 (68 reviews) ✓ Verified | 8.9 (37 reviews) ✓ Verified | 
| **Session Recording** | 9.8 (21 reviews) ✓ Verified | 8.1 (42 reviews) ✓ Verified | 9.4 (23 reviews) | 
| **Agent Scheduling and Assignment** | 9.4 (19 reviews) ✓ Verified | 7.8 (38 reviews) ✓ Verified | 9.4 (16 reviews) | 

### Attribution

| Product | Score | Reviews |
|---|---|---|
| **CTM** | 8.0/10 | 57 |
| **RingCentral Contact Center** | N/A | N/A |
| **Amazon Connect** | N/A | N/A |

#### Attribution Modeling

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Single-Touch Attribution** | 8.7 (43 reviews) | Not enough data | Not enough data | 
| **Multi-Touch Attribution** | 8.1 (38 reviews) | Not enough data | Not enough data | 
| **Algorithmic Attribution** | Feature Not Available | Not enough data | Not enough data | 
| **Cross-Device Attribution** | 8.5 (33 reviews) | Not enough data | Not enough data | 
| **Offline Attribution** | 8.8 (39 reviews) | Not enough data | Not enough data | 
| **Custom Attribution** | Feature Not Available | Not enough data | Not enough data | 

#### Agentic AI - Attribution

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Autonomous Task Execution** | 5.8 (10 reviews) | Not enough data | Not enough data | 
| **Cross-system Integration** | 7.0 (10 reviews) | Not enough data | Not enough data | 
| **Natural Language Interaction** | 5.8 (10 reviews) | Not enough data | Not enough data | 
| **Proactive Assistance** | 5.2 (10 reviews) | Not enough data | Not enough data | 

#### Marketing

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **B2B Attribution** | 8.7 (29 reviews) | Not enough data | Not enough data | 
| **B2C Attribution** | 9.0 (33 reviews) | Not enough data | Not enough data | 
| **Marketing Channels** | 9.5 (43 reviews) | Not enough data | Not enough data | 
| **Integrations** | 9.1 (49 reviews) | Not enough data | Not enough data | 

#### Reporting

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Dashboards** | 8.8 (48 reviews) | Not enough data | Not enough data | 
| **Data Visualizations** | 8.6 (46 reviews) | Not enough data | Not enough data | 
| **Custom Reporting** | 8.8 (43 reviews) | Not enough data | Not enough data | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **CTM** | N/A | N/A |
| **RingCentral Contact Center** | 8.5/10 | 15 |
| **Amazon Connect** | N/A | N/A |

#### Workforce Management

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Agent Availability** | Not enough data | 8.7 (13 reviews) | Not enough data | 
| **Skills Management** | Not enough data | 8.3 (11 reviews) | Not enough data | 
| **Shift Scheduling** | Not enough data | 8.5 (10 reviews) | Not enough data | 
| **Agent Self-Service** | Not enough data | 7.4 (11 reviews) | Not enough data | 
| **Mobile Access** | Not enough data | 9.2 (14 reviews) | Not enough data | 

#### Administration

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Automation** | Not enough data | 8.3 (13 reviews) | Not enough data | 
| **Performance Analysis** | Not enough data | 8.8 (11 reviews) | Not enough data | 
| **Dashboards** | Not enough data | 9.5 (14 reviews) | Not enough data | 
| **Forecasting** | Not enough data | 8.0 (10 reviews) | Not enough data | 
| **Intraday Management** | Not enough data | 8.2 (11 reviews) | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **CTM** | N/A | N/A |
| **RingCentral Contact Center** | 8.8/10 | 19 |
| **Amazon Connect** | N/A | N/A |

#### Conversational Platform

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Personalization** | Not enough data | 8.9 (16 reviews) | Not enough data | 
| **Omnichannel** | Not enough data | 8.6 (13 reviews) | Not enough data | 
| **Contextual Engagement** | Not enough data | 9.2 (14 reviews) | Not enough data | 
| **Proactive Engagement** | Not enough data | 9.6 (9 reviews) | Not enough data | 

#### Support Automation

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Intelligent Routing** | Not enough data | 8.3 (14 reviews) | Not enough data | 
| **Seamless Escalation** | Not enough data | 8.6 (13 reviews) | Not enough data | 
| **Transcripts** | Not enough data | 9.4 (13 reviews) | Not enough data | 
| **Self-Serve Support** | Not enough data | 8.0 (10 reviews) | Not enough data | 

#### Generative AI

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | 9.0 (7 reviews) | Not enough data | 
| **AI Text Summarization** | Not enough data | Feature Not Available | Not enough data | 

### Call Center Infrastructure (CCI)

| Product | Score | Reviews |
|---|---|---|
| **CTM** | N/A | N/A |
| **RingCentral Contact Center** | N/A | N/A |
| **Amazon Connect** | N/A | N/A |

#### Platform

| Feature | CTM | RingCentral Contact Center | 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 | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **AI Text-to-Speech** | Not enough data | Not enough data | Not enough data | 

#### Workforce Management

| Feature | CTM | RingCentral Contact Center | 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 | CTM | RingCentral Contact Center | 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 | CTM | RingCentral Contact Center | 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 |
|---|---|---|
| **CTM** | N/A | N/A |
| **RingCentral Contact Center** | N/A | N/A |
| **Amazon Connect** | N/A | N/A |

#### Customer Support

| Feature | CTM | RingCentral Contact Center | 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 | CTM | RingCentral Contact Center | 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 | CTM | RingCentral Contact Center | 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 | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **CTM** | N/A | N/A |
| **RingCentral Contact Center** | 8.5/10 | 28 |
| **Amazon Connect** | N/A | N/A |

#### Generative AI

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Feature Not Available | Not enough data | 
| **AI Text-to-Speech** | Not enough data | Not enough data | Not enough data | 

#### Communication

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Pop-up Chat** | Not enough data | 9.3 (14 reviews) | Not enough data | 
| **Notifications** | Not enough data | 8.9 (15 reviews) | Not enough data | 
| **Targeted Emails** | Not enough data | Not enough data | Not enough data | 
| **In-App Messaging** | Not enough data | 8.7 (17 reviews) | Not enough data | 
| **Co-Browsing** | Not enough data | 6.7 (5 reviews) | Not enough data | 

####  Internal Use

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Customization ** | Not enough data | 8.6 (15 reviews) | Not enough data | 
| **Conversation Archiving** | Not enough data | 8.9 (12 reviews) | Not enough data | 
| **Lead Development** | Not enough data | Feature Not Available | Not enough data | 
| **Knowledge Base** | Not enough data | 8.5 (11 reviews) | Not enough data | 
| **Team Inbox ** | Not enough data | 8.8 (12 reviews) | Not enough data | 
| **Customer Profiles** | Not enough data | 8.5 (14 reviews) | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **CTM** | N/A | N/A |
| **RingCentral Contact Center** | 9.0/10 | 14 |
| **Amazon Connect** | N/A | N/A |

#### Generative AI

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **AI Text Summarization** | Not enough data | Feature Not Available | Not enough data | 

#### Self-Service Experience

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Knowledge Base** | Not enough data | 8.8 (8 reviews) | Not enough data | 
| **Searchable Articles** | Not enough data | 8.7 (9 reviews) | Not enough data | 
| **Community Forums** | Not enough data | 8.8 (10 reviews) | Not enough data | 
| **Mobile Optimization** | Not enough data | 8.7 (5 reviews) | Not enough data | 
| **Personalization** | Not enough data | 9.7 (5 reviews) | Not enough data | 

#### Self-Service Platform

| Feature | CTM | RingCentral Contact Center | 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 | 9.0 (5 reviews) | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | CTM | RingCentral Contact Center | 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 | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **CTM** | N/A | N/A |
| **RingCentral Contact Center** | 8.8/10 | 11 |
| **Amazon Connect** | N/A | N/A |

#### Generative AI

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Feature Not Available | Not enough data | 

#### Process

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Mentions** | Not enough data | 9.0 (8 reviews) | Not enough data | 
| **Tickets** | Not enough data | 8.8 (7 reviews) | Not enough data | 
| **Macros** | Not enough data | Not enough data | Not enough data | 

#### Channels

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Email** | Not enough data | 8.6 (7 reviews) | Not enough data | 
| **Social** | Not enough data | 9.0 (8 reviews) | Not enough data | 
| **Live Chat** | Not enough data | 9.0 (7 reviews) | Not enough data | 
| **Phone** | Not enough data | 9.3 (10 reviews) | Not enough data | 
| **Text** | Not enough data | 9.2 (11 reviews) | Not enough data | 

#### Insight

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Surveys** | Not enough data | 7.8 (6 reviews) | Not enough data | 
| **Reporting** | Not enough data | 8.1 (7 reviews) | Not enough data | 
| **Visitor Activity** | Not enough data | Not enough data | Not enough data | 
| **Help Desk** | Not enough data | 9.3 (9 reviews) | Not enough data | 

### Speech Analytics

| Product | Score | Reviews |
|---|---|---|
| **CTM** | N/A | N/A |
| **RingCentral Contact Center** | N/A | N/A |
| **Amazon Connect** | N/A | N/A |

#### Generative AI

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | Not enough data | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **CTM** | N/A | N/A |
| **RingCentral Contact Center** | N/A | N/A |
| **Amazon Connect** | N/A | N/A |

#### Generative AI

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Feature Not Available | Not enough data | 

### AI Voice Assistants

| Product | Score | Reviews |
|---|---|---|
| **CTM** | N/A | N/A |
| **RingCentral Contact Center** | N/A | N/A |
| **Amazon Connect** | N/A | N/A |

#### Voice Recognition - AI Voice Assistants

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Voice Recognition** | Not enough data | Not enough data | Not enough data | 

#### Speech Synthesis - AI Voice Assistants

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Speech Synthesis** | Not enough data | Not enough data | Not enough data | 
| **Customizable speech** | Not enough data | Not enough data | Not enough data | 
| **Multiple voice actions** | Not enough data | Not enough data | Not enough data | 

#### Security and privacy - AI Voice Assistants

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Encrypted communication** | Not enough data | Not enough data | Not enough data | 

#### Compatibility - AI Voice Assistants

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Cross platform compatibility** | Not enough data | Not enough data | Not enough data | 

### Outbound Call Tracking

| Product | Score | Reviews |
|---|---|---|
| **CTM** | 8.8/10 | 18 |
| **RingCentral Contact Center** | N/A | N/A |
| **Amazon Connect** | N/A | N/A |

#### Agentic AI - Outbound Call Tracking

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Autonomous Task Execution** | 6.9 (14 reviews) | Not enough data | Not enough data | 
| **Natural Language Interaction** | 7.6 (13 reviews) | Not enough data | Not enough data | 

#### Calling

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Record Calls** | 9.8 (18 reviews) | Not enough data | Not enough data | 
| **Generate Location** | 9.2 (17 reviews) | Not enough data | Not enough data | 
| **Call Types** | 9.5 (18 reviews) | Not enough data | Not enough data | 
| **Click-to-Call** | 9.5 (16 reviews) | Not enough data | Not enough data | 
| **Auto Dialer** | 9.2 (17 reviews) | Not enough data | Not enough data | 

#### Contacts

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Personalization** | 9.5 (16 reviews) | Not enough data | Not enough data | 
| **Information Locater** | 9.4 (16 reviews) | Not enough data | Not enough data | 
| **Record Prospect Data** | 9.4 (16 reviews) | Not enough data | Not enough data | 

#### Insights

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Notes** | 8.2 (17 reviews) | Not enough data | Not enough data | 
| **Daily Summary** | 8.9 (17 reviews) | Not enough data | Not enough data | 
| **Automated Voicemails** | 8.9 (17 reviews) | Not enough data | Not enough data | 
| **Automated Emails** | Feature Not Available | Not enough data | Not enough data | 
| **Sorts Prospects** | 7.3 (16 reviews) | Not enough data | Not enough data | 
| **Automated Note Taking** | 8.6 (15 reviews) | Not enough data | Not enough data | 

### Sales Coaching

| Product | Score | Reviews |
|---|---|---|
| **CTM** | 7.8/10 | 8 |
| **RingCentral Contact Center** | N/A | N/A |
| **Amazon Connect** | N/A | N/A |

#### Agentic AI - Sales Coaching

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **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** | 5.7 (5 reviews) | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | Not enough data | 

#### Training

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Knowledge Base** | 8.8 (8 reviews) | Not enough data | Not enough data | 
| **Coaching Materials** | 8.5 (8 reviews) | Not enough data | Not enough data | 
| **Playbook Creation** | 7.6 (7 reviews) | Not enough data | Not enough data | 
| **Video Record** | 7.9 (8 reviews) | Not enough data | Not enough data | 

#### Feedback

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Review** | 8.1 (8 reviews) | Not enough data | Not enough data | 
| **Scorecard** | 7.4 (7 reviews) | Not enough data | Not enough data | 
| **Coaching Card** | 7.4 (7 reviews) | Not enough data | Not enough data | 
| **Leaderboard** | 7.4 (7 reviews) | Not enough data | Not enough data | 
| **Real-Time Updates** | 8.8 (8 reviews) | Not enough data | Not enough data | 
| **Notifications** | 7.9 (8 reviews) | Not enough data | Not enough data | 
| **Competition** | Feature Not Available | Not enough data | Not enough data | 

#### Generative AI

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | Not enough data | 

### UCaaS Platforms

| Product | Score | Reviews |
|---|---|---|
| **CTM** | 9.4/10 | 21 |
| **RingCentral Contact Center** | N/A | N/A |
| **Amazon Connect** | N/A | N/A |

#### Agentic AI - UCaaS Platforms

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Feature Not Available | Not enough data | 
| **Cross-system Integration** | Not enough data | Feature Not Available | Not enough data | 
| **Adaptive Learning** | Not enough data | Feature Not Available | Not enough data | 
| **Natural Language Interaction** | Not enough data | Feature Not Available | Not enough data | 

#### Extensions

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Tenancy Flexibility** | 9.6 (13 reviews) ✓ Verified | Not enough data | Not enough data | 
| **Native VoIP** | 9.4 (12 reviews) ✓ Verified | Not enough data | Not enough data | 
| **CCaaS Option** | 9.3 (10 reviews) ✓ Verified | Not enough data | Not enough data | 

#### Features

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Voicemail to Email** | 9.5 (13 reviews) | Not enough data | Not enough data | 
| **Voicemail to SMS** | 9.4 (9 reviews) | Not enough data | Not enough data | 
| **File Sharing** | 8.9 (11 reviews) ✓ Verified | Not enough data | Not enough data | 
| **Voice Conferencing** | 9.5 (11 reviews) ✓ Verified | Not enough data | Not enough data | 
| **Video Conferencing** | Feature Not Available | Not enough data | Not enough data | 
| **Conference Transcripts** | 9.8 (9 reviews) | Not enough data | Not enough data | 

### Account-Based Execution

| Product | Score | Reviews |
|---|---|---|
| **CTM** | N/A | N/A |
| **RingCentral Contact Center** | N/A | N/A |
| **Amazon Connect** | N/A | N/A |

#### Marketing Distribution

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Segmentation ** | Not enough data | Not enough data | Not enough data | 
| **Personalized Messaging ** | Not enough data | Not enough data | Not enough data | 
| **Website Personalization ** | Not enough data | Not enough data | Not enough data | 
| **Email Campaigns ** | Not enough data | Not enough data | Not enough data | 
| **Digital Advertising** | Not enough data | Not enough data | Not enough data | 
| **Direct Mail** | Not enough data | Not enough data | Not enough data | 

#### Campaign Planning

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Strategy Mapping ** | Not enough data | Not enough data | Not enough data | 
| **Prioritized Accounts ** | Not enough data | Not enough data | Not enough data | 
| **Trending Accounts ** | Not enough data | Not enough data | Not enough data | 
| **Sales Activation** | Not enough data | Not enough data | Not enough data | 

#### Integrations

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Ad Network Integrations ** | Not enough data | Not enough data | Not enough data | 
| **Buyer Intent Data Integration** | Not enough data | Not enough data | Not enough data | 
| **Marketing Automation Integration** | Not enough data | Not enough data | Not enough data | 
| **CRM Integration** | Not enough data | Not enough data | Not enough data | 

### Inbound Call Tracking

| Product | Score | Reviews |
|---|---|---|
| **CTM** | 8.5/10 | 333 |
| **RingCentral Contact Center** | N/A | N/A |
| **Amazon Connect** | N/A | N/A |

#### Phone Number Management

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Local Phone Numbers** | 9.2 (293 reviews) | Not enough data | Not enough data | 
| **Toll-Free Numbers** | 9.1 (248 reviews) | Not enough data | Not enough data | 
| **Port Existing Numbers** | 8.8 (179 reviews) | Not enough data | Not enough data | 

#### Tracking

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Visitor & Keyword Tracking** | 8.9 (266 reviews) | Not enough data | Not enough data | 
| **Dynamic Number Insertion** | 9.1 (227 reviews) | Not enough data | Not enough data | 
| **Multi-Channel Call Attribution** | 8.9 (230 reviews) | Not enough data | Not enough data | 

#### Analytics

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Call Data** | 9.0 (294 reviews) | Not enough data | Not enough data | 
| **Call Recording** | 9.3 (299 reviews) | Not enough data | Not enough data | 
| **Advanced Reporting** | 8.7 (269 reviews) | Not enough data | Not enough data | 
| **Conversation Intelligence** | 8.4 (100 reviews) | Not enough data | Not enough data | 

#### Call Routing

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **IVR** | 8.9 (168 reviews) | Not enough data | Not enough data | 
| **Call Scheduling** | 8.9 (149 reviews) | Not enough data | Not enough data | 
| **Geo-Routing** | 8.6 (136 reviews) | Not enough data | Not enough data | 

#### Administration

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Martech Integrations** | 8.6 (85 reviews) | Not enough data | Not enough data | 
| **Privacy, Security, and Compliance** | 9.2 (130 reviews) | Not enough data | Not enough data | 
| **Performance and Reliability** | 9.1 (148 reviews) | Not enough data | Not enough data | 

#### Agentic AI - Inbound Call Tracking

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Autonomous Task Execution** | 6.2 (22 reviews) | Not enough data | Not enough data | 
| **Cross-system Integration** | 7.0 (22 reviews) | Not enough data | Not enough data | 
| **Proactive Assistance** | 6.1 (22 reviews) | Not enough data | Not enough data | 

### Marketing Analytics

| Product | Score | Reviews |
|---|---|---|
| **CTM** | 8.2/10 | 68 |
| **RingCentral Contact Center** | N/A | N/A |
| **Amazon Connect** | N/A | N/A |

#### Marketing Operations

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **ROI Tracking** | 8.3 (44 reviews) | Not enough data | Not enough data | 
| **Data Collection** | 9.1 (57 reviews) | Not enough data | Not enough data | 
| **Customer Insights** | 8.8 (47 reviews) | Not enough data | Not enough data | 
| **Multi-User Access** | 9.1 (58 reviews) | Not enough data | Not enough data | 
| **Spend Management** | 8.3 (45 reviews) | Not enough data | Not enough data | 
| **White Label** | 8.5 (42 reviews) | Not enough data | Not enough data | 

#### Campaign Activity

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Campaign Insights** | 8.8 (51 reviews) | Not enough data | Not enough data | 
| **Reports and Dashboards** | 8.7 (62 reviews) | Not enough data | Not enough data | 
| **Campaign Stickiness** | 8.0 (44 reviews) | Not enough data | Not enough data | 
| **Multichannel Tracking** | 8.9 (55 reviews) | Not enough data | Not enough data | 
| **Brand Optimization** | 8.3 (40 reviews) | Not enough data | Not enough data | 
| **Predictive Analytics** | 7.5 (35 reviews) | Not enough data | Not enough data | 

#### Agentic AI - Marketing Analytics

| Feature | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Autonomous Task Execution** | 6.1 (11 reviews) | Not enough data | Not enough data | 
| **Cross-system Integration** | 7.3 (11 reviews) | Not enough data | Not enough data | 
| **Proactive Assistance** | 6.7 (11 reviews) | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (1):** [Contact Center Software](https://www.g2.com/categories/contact-center)

**Unique to CTM (9):** [Speech Analytics Software](https://www.g2.com/categories/speech-analytics), [Conversation Intelligence Software](https://www.g2.com/categories/conversation-intelligence), [Sales Coaching Software](https://www.g2.com/categories/sales-coaching), [Outbound Call Tracking Software](https://www.g2.com/categories/outbound-call-tracking), [Inbound Call Tracking Software](https://www.g2.com/categories/inbound-call-tracking), [Marketing Analytics Software](https://www.g2.com/categories/marketing-analytics), [Attribution Software](https://www.g2.com/categories/attribution), [AI Voice Assistants](https://www.g2.com/categories/ai-voice-assistants), [UCaaS Platforms](https://www.g2.com/categories/ucaas-platforms)

**Unique to RingCentral Contact Center (11):** [Auto Dialer Software](https://www.g2.com/categories/auto-dialer), [UCaaS Platforms](https://www.g2.com/categories/ucaas-platforms), [Live Chat Software](https://www.g2.com/categories/live-chat), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Help Desk Software](https://www.g2.com/categories/help-desk), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management)

**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 | CTM | RingCentral Contact Center | Amazon Connect | 
|---|---|---|---|
| **Small-Business** | 66.2% | 50.0% | 21.3% | 
| **Mid-Market** | 30.3% | 36.3% | 49.3% | 
| **Enterprise** | 3.6% | 13.7% | 29.3% | 

### By Industry

#### CTM

- **Marketing and Advertising:** 38.4%
- **Internet:** 6.3%
- **Construction:** 4.1%
- **Consumer Services:** 3.8%
- **Hospital & Health Care:** 3.8%
- **Health, Wellness and Fitness:** 3.7%
- **Information Technology and Services:** 2.7%
- **Real Estate:** 2.7%
- **Computer Software:** 2.1%
- **Mental Health Care:** 1.8%
- **Other:** 30.5%

#### RingCentral Contact Center

- **Telecommunications:** 7.1%
- **Computer Software:** 7.1%
- **Financial Services:** 6.6%
- **Consumer Services:** 6.6%
- **Staffing and Recruiting:** 5.5%
- **Insurance:** 4.9%
- **Law Practice:** 4.4%
- **Hospital & Health Care:** 3.8%
- **Information Technology and Services:** 3.8%
- **Marketing and Advertising:** 3.8%
- **Other:** 46.4%

#### Amazon Connect

- **Computer Software:** 16.0%
- **Information Technology and Services:** 10.7%
- **Financial Services:** 9.3%
- **Insurance:** 6.7%
- **Consumer Services:** 5.3%
- **Banking:** 5.3%
- **Accounting:** 5.3%
- **Leisure, Travel & Tourism:** 4.0%
- **Real Estate:** 2.7%
- **Computer & Network Security:** 2.7%
- **Other:** 32.0%

---
## Alternatives

### Alternatives to CTM

- [CallRail](https://www.g2.com/products/callrail/reviews) — 4.5/5 stars (1715 reviews)
- [Invoca](https://www.g2.com/products/invoca/reviews) — 4.5/5 stars (967 reviews)
- [Revenue.io](https://www.g2.com/products/revenue-io/reviews) — 4.7/5 stars (575 reviews)
- [WhatConverts](https://www.g2.com/products/whatconverts/reviews) — 4.9/5 stars (305 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2504 reviews)
- [Salesloft](https://www.g2.com/products/salesloft/reviews) — 4.5/5 stars (4287 reviews)
- [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1582 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)
- [Marchex](https://www.g2.com/products/marchex/reviews) — 4.1/5 stars (184 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1547 reviews)

### Alternatives to RingCentral Contact Center

- [JustCall](https://www.g2.com/products/saas-labs-justcall/reviews) — 4.3/5 stars (2383 reviews)
- [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)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (611 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1547 reviews)
- [8x8 Contact Center](https://www.g2.com/products/8x8-contact-center/reviews) — 4.1/5 stars (254 reviews)
- [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1582 reviews)
- [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — 4.4/5 stars (1827 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7327 reviews)
- [GoTo Connect](https://www.g2.com/products/goto-connect/reviews) — 4.4/5 stars (1414 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)
- [Avaya Experience Platform](https://www.g2.com/products/avaya-experience-platform/reviews) — 4.1/5 stars (181 reviews)
- [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1582 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)

---
## Top Discussions

### CTM

- Title: [What do you think is the best thing about Call Tracking Metrics](https://www.g2.com/discussions/33938-what-do-you-think-is-the-best-thing-about-call-tracking-metrics) — 2 comments, 1 upvote
  > **Top comment:** "very convenient"
- Title: [Need referral for creative Implementation Consultant](https://www.g2.com/discussions/need-referral-for-creative-implementation-consultant) — 1 comment, 1 upvote
  > **Top comment:** "Try Blue Pig Media. I’ve heard they’re quite good. "
- Title: [Why is texting difficult on the platform](https://www.g2.com/discussions/33937-why-is-texting-difficult-on-the-platform) — 1 comment, 1 upvote
  > **Top comment:** "Do you mean to the receiving user of a response? "
- Title: [How do I delete a custom tag that I made?](https://www.g2.com/discussions/15086-how-do-i-delete-a-custom-tag-that-i-made) — 1 comment, 1 upvote
  > **Top comment:** "Hey Adrian! Good question. Both Reporting Tags and Call Tags can be customized, so the answer would depend on which you're referring to. 

Reporting Tags:..."
- Title: [What if I already have numbers I want to keep?](https://www.g2.com/discussions/what-if-i-already-have-numbers-i-want-to-keep) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "No problem, this is a process called porting. We will gladly port over your already existing number into our system for no additional cost. (USA and Canada..."

### RingCentral Contact Center

- Title: [How good is RingCentral?](https://www.g2.com/discussions/how-good-is-ringcentral) — 2 comments, 1 upvote
  > **Top comment:** "Comment deleted by user."

### 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/ctm-ctm-vs-ringcentral-contact-center-vs-amazon-connect)