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Amazon Connect vs Avaya Infinity Platform comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 16, 2025

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Amazon Connect
Ranking in Contact Center Platforms
1st
Average Rating
8.4
Reviews Sentiment
7.1
Number of Reviews
25
Ranking in other categories
Contact Center as a Service (CCaaS) (1st), AI Customer Experience Personalization (1st), AI Customer Support (1st)
Avaya Infinity Platform
Ranking in Contact Center Platforms
5th
Average Rating
9.6
Reviews Sentiment
8.6
Number of Reviews
2
Ranking in other categories
Communications Platform as a Service (CPaaS) (6th)
 

Mindshare comparison

As of January 2026, in the Contact Center Platforms category, the mindshare of Amazon Connect is 13.7%, down from 26.6% compared to the previous year. The mindshare of Avaya Infinity Platform is 7.0%, up from 6.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Contact Center Platforms Market Share Distribution
ProductMarket Share (%)
Amazon Connect13.7%
Avaya Infinity Platform7.0%
Other79.3%
Contact Center Platforms
 

Featured Reviews

SM
Voice Engineer at Softtek
Enables seamless integration with leading customer support platforms and offers reliable and scalable communication solutions
The feature I find best about Amazon Connect, which is currently on trend, is the artificial intelligence. It helps us maintain continuity with the client. For instance, if a client calls for a ticket and calls again after three days, we can keep the same ticket or request to provide follow-up with the same agent or person. That is a valuable feature. Another important capability I discovered is that, from a technical perspective, you can select the caller ID in such a way that if one of your direct numbers fails, you can select another one to proceed with the calls. The system is not dependent on one calling number.
Abeer ELADAWY - PeerSpot reviewer
Deputy Senior Manager, Customer Interaction Management at DEWA
Provides omnichannel AI features and has good routing capabilities
The routing capabilities are excellent. We have priority routing set up for VIP customers, disabled customers, and those with special needs, ensuring they receive prompt and efficient service. We have implemented a use case where AI helps when a customer calls and says, "My bill is high." The AI searches the customer's profile to check if the high consumption is real or just a misunderstanding. If it is high, the AI creates a notification for the backend to check the issue. The system automatically generates the bill and the notification for the agent, who then views and either submits or rejects the notification. I recommend using the solution for all the features I have mentioned before, including the excellent AI experience, omnichannel, self-service, and customer journey features. I rate it a nine.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"Amazon Connect is really simple, straightforward, and very flexible."
"The stability of the application and the services of Amazon Connect is very good, especially when it integrates with Lex, making the customer service solution more efficient."
"The most helpful feature of Amazon Connect is Lex Bot, which is an inbuilt AI chatbot; it is very easy to develop a chatbot and the voice bot solution on Amazon Connect."
"There is no technical experience needed to build it. It's easy for beginners to understand and use."
"Amazon Connect enhances customer experience by reducing operating costs due to its cloud-based pay-as-you-go model."
"Amazon Connect is an integrated solution, which is attractive because a customer doesn't have to worry about which product to buy; they buy one product and that gives them everything."
"It is easy for a beginner to learn to use Amazon Connect for the first time."
"The solution is easy to use and has no downtime. 99.9 percent of customers are happy with AWS cloud services. It is also easy to learn, but you need to practice daily."
"It's scalable, it's fast, and it is very robust."
"The technical support services are good."
 

Cons

"The scalability needs improvement."
"Smaller organizations might prefer standalone products like Success KPI WFM or Genesys WFM. Adopting Amazon Connect necessitates using other AWS services, which could lead to higher-than-expected costs. So, the potential for unknowingly increased costs is a con."
"Amazon Connect should have a solution for customers who have heavily invested in previous CCaaS solutions; a proper roadmap could make it easier for customers to migrate over the platform."
"Amazon Connect should enhance its native agent desktop. Intuitive UI should be present for the agent desktop. Currently, it forces users to rely on third-party CRM integrations. Predominantly, there is no support for full-fledged customization for the native agent desktop. More customization options for the native desktop would be beneficial."
"The product does not have any reporting dashboards."
"Amazon Connect could enhance its service by revising its pricing structure. It operates on a pay-for-call basis. This means that organizations whose call volumes fluctuate, or are heavy at specific times of the day or year, aren't burdened with fixed costs such as hardware liabilities and licenses."
"One area for improvement with Amazon Connect lies in the cost structure, particularly for use cases involving smaller data volumes. While it's simple to establish communication channels, the pricing model may result in higher costs for such scenarios. This presents a challenge that organizations may encounter, especially if they aim to optimize efficiency while managing smaller data transfers."
"There are two perspectives to consider: one from the development side and the other from the customer's side. From a development standpoint, there are various aspects that Amazon needs to address, such as providing tools or direct development scenarios in Amazon Connect for building contact flows. Some essential reporting features in Genesys are currently lacking in the product."
"Its scalability means that it is not a simple 'install and forget' setup."
"The solution should be more flexible on-premises. We are currently on-premises and looking to move to the cloud."
 

Pricing and Cost Advice

"Amazon Connect has a pay-as-you-go model. But I have a slightly different perspective on it."
"I rate the tool's pricing an eight out of ten."
"The licensing is a pay-as-you-go model."
"I can't speak for the pricing of other contact center solutions, but in terms of Amazon Connect, compared to other AWS products, it's one of the more expensive options. However, the cost can be low if you have a smaller team of agents or receive fewer calls. Pricing is typically based on a per-user basis."
"The solution is neither very expensive nor very cheap."
"I would rate the pricing a nine out of ten, with ten being the most affordable."
"The tool is cheaper than on-premise contact centers."
"The tool's licensing model is pay-as-you-go."
"Avaya Contact Center solutions might not be the cheapest solution available (but you certainly get what you pay for)."
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Top Industries

By visitors reading reviews
Computer Software Company
12%
Financial Services Firm
11%
Insurance Company
8%
Government
8%
Manufacturing Company
15%
Financial Services Firm
12%
Insurance Company
9%
Comms Service Provider
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business6
Midsize Enterprise4
Large Enterprise14
No data available
 

Questions from the Community

Which is better - Genesys Cloud or Amazon Connect?
Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center management software was the better fit for us. We decided to go with Genesys Cloud. Ge...
What do you like most about Amazon Connect?
Amazon Connect is really simple, straightforward, and very flexible.
What is your experience regarding pricing and costs for Amazon Connect?
Most of my customers are not going with the pay-as-you-go pricing model, as they prefer yearly contracts or three-year contracts. They reserve it. So not all the services we used are pay-as-you-go;...
What needs improvement with Avaya IX Contact Center?
The solution should be more flexible on-premises. We are currently on-premises and looking to move to the cloud.
What is your primary use case for Avaya IX Contact Center?
The platform is a comprehensive contact center. It encompasses all the channels, including email, chat, voice, outbound, quality management, and workforce management. It provides everything a conta...
What advice do you have for others considering Avaya IX Contact Center?
The routing capabilities are excellent. We have priority routing set up for VIP customers, disabled customers, and those with special needs, ensuring they receive prompt and efficient service. We h...
 

Also Known As

AWS Connect
Avaya IX Contact Center, Avaya Call Center, Avaya Intelligent Xperiences Contact Center , Avaya OneCloud
 

Overview

 

Sample Customers

Capital One, Intuit, Adobe, Siemens, LegalZoom, DXC technology, Rackspace, Bellhop, American Preparatory Academy, The University of Texas at Dallas, University of Auckland, Origin Energy, and others.
RSA Medical, MOBITECHS, Capita IT Services, Pan Pacific Hotels Group, Maccabi Healthcare Services, SR Technics, Hampshire County Council, Severn Trent Water, SMECO, nTelos
Find out what your peers are saying about Amazon Connect vs. Avaya Infinity Platform and other solutions. Updated: December 2025.
881,082 professionals have used our research since 2012.