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 8.4, while Avaya is ranked #5 with an average rating of 9.0. Amazon Web Services (AWS) holds a 13.7% mindshare in CCP, compared to Avaya’s 7.0% 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 25 Amazon Connect reviews

2,737 Views
1,724 Comparison Views

100% willing to recommend

Avaya Infinity Platform

Read 2 Avaya Infinity Platform reviews

921 Views
755 Comparison Views

100% willing to recommend

Amazon Connect

Avaya Infinity Platform

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 16, 2025

Avaya Infinity Platform and Amazon Connect compete in the contact center solutions category. Avaya Infinity Platform has an edge in robust support and competitive pricing, while Amazon Connect stands out with innovative features, making its higher costs potentially worthwhile.

Features: Avaya Infinity Platform provides comprehensive communication capabilities including voice, messaging, and video integration for a seamless experience. Amazon Connect distinguishes itself with AI-driven insights and easy integration with AWS services, enhancing contact center management. Both solutions offer strong features, with Amazon Connect's AI integration being a standout advantage.

Ease of Deployment and Customer Service: Avaya Infinity Platform requires a more traditional setup supported by dedicated channels for implementation and ongoing needs. Amazon Connect offers a cloud-based deployment model that simplifies setup but requires adaptation to the AWS ecosystem. Support is accessible through cloud-native channels, allowing for agile deployments.

Pricing and ROI: Avaya Infinity Platform demands higher upfront investments, offset by the depth and breadth of its offerings. Amazon Connect, seen as more expensive due to its pay-as-you-go model, is often cost-effective long-term due to scalability and lower operational overheads. Usage-based pricing offers predictable budgeting despite initial perceptions.

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

Buyer's Guide

Amazon Connect vs. Avaya Infinity Platform

December 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

7.1

Number of Reviews

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

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
Product	Market Share (%)
Amazon Connect	13.7%
Avaya Infinity Platform	7.0%
Other	79.3%

Contact Center Platforms

Featured Reviews

Santiago Enrique Montoya Sandoval

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.

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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 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."

"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 are a lot of features with Amazon Connect. One is the pay-as-you-go model. I don't have to buy any infrastructure or servers, licenses, or contracts. From a financial point of view, there's no upfront capital expenditure (capex) cost. Everything is pay-as-you-go."

"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."

"We utilize Amazon Connect to handle customer service interactions, particularly in projects where we provide professional services. For example, when developing an application, we typically set up EC2 instances on AWS. Then, to facilitate communication within our clients' internal networks, we establish connections through Amazon Connect."

"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."

"Amazon recently launched a new service within Amazon Connect called Workforce Management (WFM). Only a few companies like NICE and Genesys offer comparable WFM solutions. Amazon Connect's WFM features are robust, allowing for agent scheduling, tracking their status (on call, on leave, on break, etc.)."

"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."

More Amazon Connect pros

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

"The technical support services are good."

Cons

"However, issues that involve other AWS services sometimes delay resolution."

"We have faced many challenges with the solution's call quality that could be improved."

"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."

"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."

"I consider that there are other applications that could accomplish the same tasks in an easier way, but the cost of the product is somewhat expensive."

"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."

"Future improvements could include support for email as a channel."

"The scalability needs improvement."

More Amazon Connect cons

"The solution should be more flexible on-premises. We are currently on-premises and looking to move to the cloud."

"Its scalability means that it is not a simple 'install and forget' setup."

Pricing and Cost Advice

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

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

"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 solution is neither very expensive nor very cheap."

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

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

12%

Financial Services Firm

11%

Insurance Company

Government

Manufacturing Company

15%

Financial Services Firm

12%

Insurance Company

Comms Service Provider

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	6
Midsize Enterprise	4
Large Enterprise	14

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?

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;...

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...

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

See all answers

Comparisons

Genesys Cloud CX vs Amazon Connect

Compared 27% of the time

Five9 vs Amazon Connect

Compared 17% of the time

Cisco Webex Contact Center vs Amazon Connect

Compared 11% of the time

NICE CXone vs Amazon Connect

Compared 9% of the time

Vonage Contact Centers vs Amazon Connect

Compared 4% of the time

More Amazon Connect Competitors

Genesys Cloud CX vs Avaya Infinity Platform

Compared 31% of the time

Five9 vs Avaya Infinity Platform

Compared 12% of the time

InterDialog Unified Contact Center vs Avaya Infinity Platform

Compared 9% of the time

Cisco Finesse vs Avaya Infinity Platform

Compared 8% of the time

Aspect Unified IP vs Avaya Infinity Platform

Compared 6% of the time

More Avaya Infinity Platform Competitors

Product Reports

Buyer's Guide

Amazon Connect

January 2026

Download Amazon Connect product report

Buyer's Guide

Contact Center Platforms

January 2026

Download Avaya Infinity Platform product report

Also Known As

AWS Connect

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

Overview

Amazon Connect offers a cloud-based contact center solution, featuring seamless AWS integration and AI capabilities like Lex Bot. It enables cost-effective, scalable operations across global locations with a pay-as-you-go model, eliminating maintenance fees and hardware requirements.

Amazon Connect revolutionizes contact centers by integrating AI-driven automation and real-time analytics for efficient operations. It supports agents with flexible call routing, machine learning insights, and an intuitive design. Businesses benefit from its scalability and reliability while leveraging its global reach. While it excels in many areas, improvements are needed in pricing structure, workforce management features, CRM integration, and multi-channel communication capabilities. Further enhancements in call quality, outbound call features, and security would strengthen its market position.

What are the most important features of Amazon Connect?

Seamless AWS Integration: Easily connects with AWS services for enhanced operations.
AI Capabilities: Utilizes Lex Bot for intelligent call handling and automation.
Flexible Call Routing: Adjusts to meet diverse business needs and workflows.
User-Friendly Interface: Allows quick setup and management.
Analytics and Machine Learning: Provides real-time insights and automation.

What benefits and ROI should users look for in reviews?

Cost-Effectiveness: Pay-as-you-go model minimizes expenses without maintenance fees.
Scalability: Adapts to business growth across global locations.
Reliability: Ensures continuous and seamless operations.
Efficiency: Reduces need for VoIP hardware, optimizing resources.
Omni-channel Capabilities: Supports voice, chat, and email communication.

Amazon Connect is widely utilized by organizations migrating from traditional contact center solutions like Cisco and Avaya. Integrated with CRM systems such as Salesforce and ServiceNow, it enhances call routing, IVR, and agent dashboards, promoting efficiency. Industries benefit from its AI-driven automation and softphones to streamline communication processes, particularly in those seeking to modernize and achieve seamless omnichannel customer engagement.

Amazon Web Services (AWS)

Avaya Infinity Platform offers a unified communication and collaboration experience tailored for businesses. It integrates various technologies to enhance enterprise operations, ensuring seamless interactions and processes.

Designed for organizations seeking to improve communication and collaboration, Avaya Infinity Platform consolidates multiple functionalities into one. It supports voice, video, messaging, and conferencing tools, all aimed at enhancing team and customer interactions. Its robust framework allows companies to streamline processes, reducing inefficiencies while promoting effective communication. Avaya Infinity Platform adapts to different business environments, transforming communication strategies to achieve cloud-based and on-premise goals.

What are the key features of Avaya Infinity Platform?

Unified Communication: Integrates voice, video, and messaging for seamless interactions.
Scalability: Adapts to business growth with flexible capacity expansion.
AI Integration: Utilizes AI for enhanced analytics and decision-making.
Cross-Platform Support: Compatible across different devices for versatile use.
Security Protocols: Advanced measures to protect data and communication integrity.

What benefits and ROI should you expect from Avaya Infinity Platform?

Enhanced Efficiency: Streamlines communication, reducing delays and improving outcomes.
Cost Reduction: Optimizes resource allocation, further minimizing operational expenses.
Improved Collaboration: Facilitates teamwork through versatile tools and integrations.
Scalable Solutions: Provides growth options without significant infrastructure changes.

Avaya Infinity Platform is effectively utilized in industries like finance, healthcare, and education. In finance, it enhances secure client communication. Healthcare benefits from real-time video consultations and collaborative decision-making. Education uses it to offer remote learning and virtual classrooms. Its adaptability to diverse industry requirements enables customized implementations that drive meaningful improvements.

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

December 2025

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