Amazon Connect vs Avaya Infinity Platform comparison

Amazon Web Services (AWS) and Avaya are both solutions in the Contact Center Platforms category. Amazon Web Services (AWS) is ranked #1 with an average rating of 8.3, while Avaya is ranked #6 with an average rating of 9.0. Amazon Web Services (AWS) holds a 26.2% mindshare in CCP, compared to Avaya’s 8.2% mindshare. Additionally, 100% of Amazon Web Services (AWS) users are willing to recommend the solution, compared to 100% of Avaya users who would recommend it.

Amazon Connect

Read 18 Amazon Connect reviews

1,142 Views
905 Comparison Views

100% willing to recommend

Avaya Infinity Platform

Read 2 Avaya Infinity Platform reviews

325 Views
247 Comparison Views

100% willing to recommend

Amazon Connect

Avaya Infinity Platform

Comparison Buyer's Guide

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Executive SummaryUpdated on Apr 24, 2025

Avaya Infinity Platform and Amazon Connect are contact center solutions. Amazon Connect tends to lead due to its features and flexibility, despite higher initial costs.

Features: Avaya Infinity Platform provides robust communication capabilities, integration options, and enhances customer engagement. Amazon Connect stands out with scalability, AI-driven insights, and AWS service integration.

Ease of Deployment and Customer Service: Avaya Infinity Platform offers straightforward deployment and effective support. Amazon Connect, using AWS infrastructure, allows swift deployment, though with a steeper learning curve, supported by strong customer service.

Pricing and ROI: Avaya Infinity Platform is known for affordability and measurable ROI. Amazon Connect has higher initial expenses but delivers long-term value and performance.

To learn more, read our detailed Amazon Connect vs. Avaya Infinity Platform Report (Updated: April 2025).

Buyer's Guide

Amazon Connect vs. Avaya Infinity Platform

April 2025

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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

7.9

Number of Reviews

Ranking in other categories

Contact Center as a Service (CCaaS) (2nd)

Avaya Infinity Platform

Ranking in Contact Center Platforms

6th

Average Rating

9.6

Reviews Sentiment

8.6

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of May 2025, in the Contact Center Platforms category, the mindshare of Amazon Connect is 26.2%, down from 26.8% compared to the previous year. The mindshare of Avaya Infinity Platform is 8.2%, up from 6.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Contact Center Platforms

Featured Reviews

Rajni Kumar Jha

Senior Software Engineer at JPMorgan Chase & Co.

Offers good reliability, works well for hybrid environment, totally managed by Amazon but needs to integrate third-party CRM tools like Salesforce

My recommendation depends on your exact requirements. It involves the following aspects: * What's the size of your operation? * What specific purposes do you have in mind? * Could you elaborate on how you intend to use it? For example, if I have a call center with 30 people, and I primarily want to use it for call center operations. I wouldn't recommend Avaya or Cisco. I'd suggest considering either Amazon Connect or Salesforce Service Cloud (voice services). For Amazon Connect, I'd rate it a seven out of ten. There are a few features they still need to improve, particularly with Customer Profiles and case management. If these features become as robust as Salesforce, then Amazon Connect could be a complete contact center solution without the need to integrate third-party CRM tools like Salesforce.

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Abeer ELADAWY

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.

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Quotes from Members

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

Pros

"The tool's most valuable feature is its simplicity and ease of use. Unlike other cloud contact centers, Amazon Connect allows easy drag-and-drop actions. Additionally, it integrates with other AWS services like Lambda."

"The solution reduces the overall cost of migration by approximately 50%."

"Amazon Connect is really simple, straightforward, and very flexible."

"In my experience, one of the tool's most valuable features is its ease of use. Setting up a contact center can be done in just a few minutes with a few clicks. This contrasts with the hours or days it might take using other solutions."

"The Connect Lens feature most improves contact center efficiency by providing insights into customer journeys, behavior, and sentiment scores, allowing for areas of improvement to be identified and addressed."

"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."

"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."

More Amazon Connect pros

"It's scalable, it's fast, and it is very robust."

"The technical support services are good."

Cons

"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."

"Amazon recently released a new feature called 'Customer Profiles.' It's intended to be similar to Salesforce. However, feature-wise, it isn't equivalent to Salesforce yet."

"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."

"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."

"There may be room for security improvement, especially since data is stored in the cloud. While cloud security measures are robust, there may be concerns about data safety compared to traditional server setups."

"The tool needs to improve its bandwidth. When multiple users use Lambda functions, there can be timeouts from the Lambda function due to coding constraints. If it times out, the Lambda function fails and switches to an alternative branch. Improving bandwidth could address this issue."

"The scalability needs improvement."

"Due to network issues, the agent desktop might be affected. If the firewall blocks the agent's desktop, connectivity might be disrupted."

More Amazon Connect cons

"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

"The tool is cheaper than on-premise contact centers."

"Amazon Connect has a pay-as-you-go model. But I have a slightly different perspective on it."

"The solution is neither very expensive nor very cheap."

"The tool's licensing model is pay-as-you-go."

"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."

"I would rate the pricing a nine out of ten, with ten being the most affordable."

"The pricing of the Amazon is reasonable compared to other cloud providers."

"I rate the tool's pricing an eight out of ten."

More Amazon Connect pricing and cost advice

"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

16%

Financial Services Firm

Insurance Company

Government

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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...

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What do you like most about Amazon Connect?

Amazon Connect is really simple, straightforward, and very flexible.

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What is your experience regarding pricing and costs for Amazon Connect?

The pricing is rated ten due to its scalability and cost-effectiveness based on the level of usage. Several services are available to choose from, charging only when Lambda functions are triggered....

See all answers

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.

See all answers

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...

See all answers

What advice do you have for others considering Avaya IX Contact Center?

See all answers

Comparisons

Genesys Cloud CX vs Amazon Connect

Compared 22% of the time

Five9 vs Amazon Connect

Compared 22% of the time

Cisco Webex Contact Center vs Amazon Connect

Compared 19% of the time

NICE CXone vs Amazon Connect

Compared 8% of the time

Vonage Contact Centers vs Amazon Connect

Compared 5% of the time

More Amazon Connect Competitors

Genesys Cloud CX vs Avaya Infinity Platform

Compared 38% of the time

Cisco Finesse vs Avaya Infinity Platform

Compared 15% of the time

Five9 vs Avaya Infinity Platform

Compared 12% of the time

More Avaya Infinity Platform Competitors

Product Reports

Buyer's Guide

Amazon Connect

May 2025

Download Amazon Connect product report

Buyer's Guide

Contact Center Platforms

May 2025

Download Avaya Infinity Platform product report

Also Known As

AWS Connect

Avaya IX Contact Center, Avaya Call Center, Avaya Intelligent Xperiences Contact Center

Overview

Amazon Connect is a cloud-based contact center solution known for easy setup, flexible contact flow design, and integration with AWS services. It features a pay-as-you-go pricing model, offering real-time analytics, scalability, and support for both chat and voice interactions.

Amazon Connect facilitates seamless communication by integrating with CRM platforms like Salesforce and ServiceNow. It supports functionalities such as softphones, IVR systems, and AI-driven capabilities like sentiment analysis. Companies transitioning from traditional systems benefit from flexible call routing, customer interaction management, and AWS service integration. However, there are challenges like complex integration processes, limited outbound features, and a need for improved call quality and reporting customization.

What are the most important features of Amazon Connect?

Flexible Contact Flow: Easy drag-and-drop design for contact flows.
Integration: Seamless AWS and CRM platform integration.
Scalability: Efficient cloud-based scalability options.
Real-time Analytics: Offers insightful data analysis and metrics.
Voicemail Integration: Effective and efficient voicemail solutions.

What benefits should users look for in Amazon Connect reviews?

Pricing Flexibility: No upfront costs with pay-as-you-go model.
Enhanced Efficiency: Supports diverse communication methods.
Seamless Operations: Simplified operations through drag-and-drop actions.
Improved Interaction Management: AI-driven features for sentiment analysis.

Amazon Connect sees implementation across industries needing efficient cloud-based contact center management. Financial services, healthcare, and retail sectors utilize its integration capabilities with CRM systems and AWS for streamlined communication processes, capitalizing on AI and analytics features to enhance customer interactions.

Amazon Web Services (AWS)

Avaya Infinity Platform provides an integrated communication solution designed for businesses seeking enhanced connectivity and collaboration. It leverages advanced technologies to facilitate seamless communication.

Avaya Infinity Platform is tailored for organizations looking to improve communication capabilities. It extends beyond traditional systems by offering a unified communication experience that reduces complexity. Businesses utilizing this platform can streamline operations, improve collaboration, and enhance productivity while ensuring secure communication channels are maintained.

What are the most important features of Avaya Infinity Platform?

Unified Communications: Streamlines collaboration by integrating multiple communication channels.
Scalability: Easily adapts to changing business needs with flexible deployment options.
Security: Incorporates robust security measures to protect sensitive data.
Flexibility: Offers various integrations with existing systems for enhanced functionality.

What are the benefits users should look for in Avaya Infinity Platform reviews?

Cost Efficiency: Potential for reduced operational costs through streamlined communications.
Improved Productivity: Enhances work efficiency through better collaboration tools.
Reliable Support: Backed by strong customer service for technical assistance.
Adaptability: Easily evolves with growing business requirements.

Avaya Infinity Platform is effectively implemented across industries such as healthcare and financial services. In healthcare, it facilitates better patient-care coordination with more reliable communication channels. For financial services, it ensures secure and efficient client communications, essential for maintaining confidentiality and regulatory compliance.

Avaya

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

Buyer's Guide

Amazon Connect vs. Avaya Infinity Platform

April 2025

Free Report: Amazon Connect vs. Avaya Infinity Platform

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