TrustRadius

Amazon Connect vs. Avaya Enterprise Cloud

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Amazon Connect
Score 8.7 out of 10
N/A
Launched in 2017 and available on AWS, Amazon Connect is a cloud-based omnichannel contact center designed to provide a seamless experience across voice and website live chat, featuring skills-based routing, task tracking, and analytic tools to track customer interactions, or evaluate agent activity. It can support office-based or virtual contact centers. The service is pay-per-usage, per feature.
$0
per profile/per month
Avaya Enterprise Cloud
Score 7.4 out of 10
Enterprise companies (1,001+ employees)
Avaya Enterprise Cloud (replacing the former ReadyNow on OneCloud) is a secure, dedicated cloud solution for Avaya's enterprise level customers. The solution is presented as a fully compliant and protected private cloud with end-to-end security and built-in recovery measures, that are designed for scale. It is used to support cloud-based telephony and call control, voicemail and instant messaging, team engagement and conferencing, and mobility features and emergency calling.N/A
Pricing
Amazon ConnectAvaya Enterprise Cloud
Editions & Modules
Customer Profiles
$0.0025
per profile/per month
Chat
$0
per message
Contact Lens (5 million+ monthly minutes)
$0.0125
per minute
Contact Lens (first 5 million monthly minutes)
$0.015
per minute
Voice
$0.02
per minute
Voice ID
$0.025
per transaction
Tasks
$0.04
per task
No answers on this topic
Offerings
Pricing Offerings
Amazon ConnectAvaya Enterprise Cloud
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeOptional
Additional Details——
More Pricing Information
Community Pulse
Amazon ConnectAvaya Enterprise Cloud
Features
Amazon ConnectAvaya Enterprise Cloud
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Amazon Connect
7.1
Ratings
15% below category average
Avaya Enterprise Cloud
-
Ratings
Agent dashboard5.00 Ratings00 Ratings
Validate callers7.00 Ratings00 Ratings
Outbound response7.00 Ratings00 Ratings
Call forwarding7.00 Ratings00 Ratings
Click-to-call (CTC)7.00 Ratings00 Ratings
Warm transfer9.00 Ratings00 Ratings
Predictive dialing5.00 Ratings00 Ratings
Interactive voice response6.00 Ratings00 Ratings
REST APIs9.00 Ratings00 Ratings
Call scripts5.00 Ratings00 Ratings
Call tracking7.00 Ratings00 Ratings
Multichannel integration9.00 Ratings00 Ratings
CRM software integration9.00 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Amazon Connect
5.7
Ratings
36% below category average
Avaya Enterprise Cloud
-
Ratings
Inbound call routing9.00 Ratings00 Ratings
Omnichannel inbound routing5.00 Ratings00 Ratings
Recording7.00 Ratings00 Ratings
Quality management7.00 Ratings00 Ratings
Call analytics3.00 Ratings00 Ratings
Historical reporting5.00 Ratings00 Ratings
Live reporting5.00 Ratings00 Ratings
Customer surveys5.00 Ratings00 Ratings
Customer interaction analytics5.00 Ratings00 Ratings
Best Alternatives
Amazon ConnectAvaya Enterprise Cloud
Small Businesses
CloudTalk
CloudTalk
Score 7.2 out of 10

No answers on this topic

Medium-sized Companies
CloudTalk
CloudTalk
Score 7.2 out of 10

No answers on this topic

Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.1 out of 10

No answers on this topic

All AlternativesView all alternativesView all alternatives
User Ratings
Amazon ConnectAvaya Enterprise Cloud
Likelihood to Recommend
7.0
(0 ratings)
8.6
(0 ratings)
User Testimonials
Amazon ConnectAvaya Enterprise Cloud
Likelihood to Recommend
Our company is a startup that is just starting to get wholesale customers. When we realized our customers needed support using our products, we set up a Contact Center via Amazon Connect. It has been very useful in allowing us to scale up very quickly, and provide services to our company as if we were a large corporation.
Verified User
Anonymous
Read full review
Avaya Enterprise Cloud is very well suited for my customers and remote working. Avaya Enterprise Cloud is less suited where my customers have a strong need for region-based call terminations & security. In this case, we have to go ahead with the on-premises model.
Sajal Haldar | TrustRadius Reviewer
Sajal Haldar
Practice Delivery Leader
Read full review
Pros
  • The training and orientation from Amazon Connect is excellent, as there are documentations and online live training.
  • Further, Amazon Connect has a scalable call center, that supports voices, chats, and real time messaging.
  • The customer service is also intuitive, with flexible call hours, as the team of helpers is readily available.
  • Lastly, through Amazon Connect, there is a survey and feedback option.
JM
Jadwel Mayna
Strategic Planning Manager
Read full review
  • Seamless WFH connectivity
  • New interface and ease of working for agents
  • CX improvement
Sajal Haldar | TrustRadius Reviewer
Sajal Haldar
Practice Delivery Leader
Read full review
Cons
  • CCP (Contact Control Panel) Amazon Connect for agents very basic
  • Automated outgoing calls
  • Omnichannel to attend voice and text by the same agent
HM
Read full review
  • the Admin Portal needs to be improved to be much more robust
  • Support Teams need to understand the difference between on premise and in the cloud applications
Verified User
Anonymous
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Usability
It is very easy to use for any access level and has greatly facilitated users' ability to properly document tickets without getting lost in short or vague comments. Each case is fully tracked through this transcription of information. This made it easier for us to decide whether to implement, use, and maintain it as our contact tool in our customer service center.
Verified User
Anonymous
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No answers on this topic
Alternatives Considered
Verified User
Anonymous
Read full review
because it met our organizations needs
Verified User
Anonymous
Read full review
Return on Investment
  • No CapEx, only pay as you go.
  • Scale up or down quickly.
  • Omni-channel setup.
  • Feature rich.
Navidut Tauhid | TrustRadius Reviewer
Navidut Tauhid
Information Technology Instructor
Read full review
  • when I retire my supervisor will not need to replace me
  • no more time spent on certificates and upgrades
Verified User
Anonymous
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ScreenShots