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 19.5% mindshare in CCP, compared to Avaya’s 7.9% 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 23 Amazon Connect reviews

2,301 Views
1,473 Comparison Views

100% willing to recommend

Avaya Infinity Platform

Read 2 Avaya Infinity Platform reviews

706 Views
572 Comparison Views

100% willing to recommend

Amazon Connect

Avaya Infinity Platform

Comparison Buyer's Guide

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Executive SummaryUpdated on Aug 11, 2025

Avaya Infinity Platform and Amazon Connect are in the communication and contact center category. Amazon Connect seems to have the edge due to its innovative AI-driven functionalities and scalability.

Features: Avaya Infinity Platform emphasizes integration capabilities, advanced communication tools, and suitability for complex environments. Amazon Connect focuses on seamless scalability, AI-driven functionalities, and cutting-edge technology, appealing to businesses seeking future-readiness.

Ease of Deployment and Customer Service: Avaya Infinity Platform offers extensive on-premise and cloud-based deployment options, catering to large enterprises. It provides personalized customer service for smooth transitions. Amazon Connect's primary cloud operation offers ease of deployment, agility, and rapid setup, suitable for businesses with minimal infrastructure needs. This flexibility is advantageous for quick adaptability.

Pricing and ROI: Avaya Infinity Platform requires a significant upfront cost but offers long-term ROI with its comprehensive service suite and customization. Amazon Connect's pay-as-you-go model reduces initial investment, appealing to businesses with fluctuating demands, and can lead to cost-effectiveness and higher ROI, especially for rapid scaling.

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

Buyer's Guide

Amazon Connect vs. Avaya Infinity Platform

September 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

7.2

Number of Reviews

Ranking in other categories

Contact Center as a Service (CCaaS) (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) (5th)

Mindshare comparison

As of October 2025, in the Contact Center Platforms category, the mindshare of Amazon Connect is 19.5%, down from 25.6% compared to the previous year. The mindshare of Avaya Infinity Platform is 7.9%, up from 5.5% 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	19.5%
Avaya Infinity Platform	7.9%
Other	72.6%

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

"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."

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

"The features I found most valuable include CloudFormation, which helps use multiple stacks to deploy the services and features we want, and CloudWatch, which is useful for troubleshooting and monitoring various aspects of the contact center solution."

"Amazon Connect is easy to learn."

"The product is cloud-based and easy to operate. We have a broad integration capability, allowing for a multitude of integrations. This gives our customers a good understanding of our product, even if they aren't actively utilizing it. They can easily access and utilize all the features that Amazon's cloud services offer, making integrating with other cloud platforms simpler. It's not a standalone solution, which is advantageous for our customers."

"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."

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

"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."

More Amazon Connect pros

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

"The technical support services are good."

Cons

"I would like to see a cold transfer capability instead of only offering a warm transfer."

"For a company with technical resources, it's a great tool. But for someone who wants a pre-packaged solution where everything is ready to use with some customization, it's a little more challenging."

"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 product does not have any reporting dashboards."

"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 scalability needs improvement."

"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."

"There is room for improvement in certain areas of Amazon Connect. For example, regarding holiday scheduling, the platform lacks a specific feature to declare holidays for companies on fixed dates. While basic hours and weekly schedules can be set, there's no option for declaring specific dates like national holidays. Basic scheduling options exist, but users must rely on Lambda functions for more complex rules and logic."

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

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

"The licensing is a pay-as-you-go model."

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

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

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

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

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

14%

Financial Services Firm

10%

Insurance Company

Manufacturing Company

16%

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	4
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.

See all answers

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

I don't know much about the pricing, setup cost, and licensing specifically. We work from a customer experience side, so we don't deal necessarily with the financials, we deal with more of the tech...

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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 25% of the time

Five9 vs Amazon Connect

Compared 20% of the time

Cisco Webex Contact Center vs Amazon Connect

Compared 15% of the time

NICE CXone vs Amazon Connect

Compared 10% of the time

Verint Open CCaaS vs Amazon Connect

Compared 3% of the time

More Amazon Connect Competitors

Genesys Cloud CX vs Avaya Infinity Platform

Compared 36% of the time

Five9 vs Avaya Infinity Platform

Compared 13% of the time

InterDialog Unified Contact Center vs Avaya Infinity Platform

Compared 12% 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

September 2025

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Buyer's Guide

Contact Center Platforms

September 2025

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 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 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

September 2025

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