Amazon Connect vs Cisco Webex Contact Center comparison

Why PeerSpot?

Amazon Web Services (AWS) and Cisco are both solutions in the Contact Center as a Service (CCaaS) category. Amazon Web Services (AWS) is ranked #2 with an average rating of 8.7, while Cisco is ranked #5 with an average rating of 7.8. Amazon Web Services (AWS) holds a 11.0% mindshare in CCS, compared to Cisco’s 8.4% mindshare. Additionally, 100% of Amazon Web Services (AWS) users are willing to recommend the solution, compared to 100% of Cisco users who would recommend it.

Amazon Connect

Read 26 Amazon Connect reviews

6,564 Views
3,216 Comparison Views

100% willing to recommend

Cisco Webex Contact Center

Read 7 Cisco Webex Contact Center reviews

2,707 Views
2,382 Comparison Views

100% willing to recommend

Amazon Connect

Cisco Webex Contact Center

Comparison Buyer's Guide

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Executive SummaryUpdated on Jul 14, 2024

Cisco Webex Contact Center and Amazon Connect are cloud-based contact center solutions. Cisco Webex Contact Center has an advantage in customer support and deployment, while Amazon Connect stands out in customization and scalability based on user reviews.

Features: Cisco Webex Contact Center offers comprehensive reporting tools, ease of deployment, and seamless integration with Cisco products. Amazon Connect provides flexibility, ease of customization, and integration with AWS services.

Room for Improvement: Cisco Webex Contact Center could improve its customization options, reporting capabilities, and advanced analytics. Amazon Connect needs better technical support, a more intuitive setup process, and enhanced user interface.

Ease of Deployment and Customer Service: Cisco Webex Contact Center is easier and quicker to deploy, with responsive customer support. Amazon Connect has extensive deployment options but receives mixed reviews regarding setup complexity and customer service.

Pricing and ROI: Cisco Webex Contact Center is noted for competitive pricing and good ROI for small to medium-sized businesses. Amazon Connect's costs can be higher due to customization and scalability, but its advanced features provide a strong value proposition.

To learn more, read our detailed Amazon Connect vs. Cisco Webex Contact Center Report (Updated: September 2026).

Buyer's Guide

Amazon Connect vs. Cisco Webex Contact Center

September 2026

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Helped 913,806 peers since 2012

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 as a Service (CCaaS)

2nd

Average Rating

8.4

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

Contact Center Platforms (1st), AI Customer Experience Personalization (1st), AI Customer Support (1st)

Cisco Webex Contact Center

Ranking in Contact Center as a Service (CCaaS)

5th

Average Rating

8.4

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of September 2026, in the Contact Center as a Service (CCaaS) category, the mindshare of Amazon Connect is 11.0%, down from 20.6% compared to the previous year. The mindshare of Cisco Webex Contact Center is 8.4%, down from 13.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Contact Center as a Service (CCaaS) Mindshare Distribution
Product	Mindshare (%)
Amazon Connect	11.0%
Cisco Webex Contact Center	8.4%
Other	80.6%

Contact Center as a Service (CCaaS)

Featured Reviews

John Ing

Founder at The Independent User Group for Amazon Connect

Cloud contact flows have unified omnichannel journeys and now support natural language self-service

To improve the reporting, it would be beneficial to provide better visualization of the data. Currently, you typically have to take the data out into another service to make it readable and understandable. It would be easier if it were available in that format from the start. Amazon Connect should continue to develop the AI capability within the platform and improve the performance of the AI features, as they are still relatively new and the performance can sometimes be inconsistent. Additionally, there are a number of basic features that could potentially be continued to be improved. The pricing and licensing of Amazon Connect are not licensed. The pricing is consumption-based with two pricing models: one called the AI pricing model and the other called basic. Amazon Connect should provide greater clarity for customers on the pros and cons of its pricing, as some customers might end up paying more than they should if they do not understand it properly. I believe Amazon Connect should add more information on how the pricing works. It is available publicly, which is good. However, when you turn on Amazon Connect, you immediately start using the AI pricing bundle, which may not be the most appropriate for some customers, resulting in them paying nearly twice as much as they should.

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Norm Hubert

Network Technical Advisor at a government with 10,001+ employees

Omnichannel features have improved collaboration and now provide smoother virtual meetings

We have experience with Cisco products. I have no experience with their Cisco Duo, the XDR, or Secure Access. Secure Access is for the Secure Web Gateway or the SASE solution or DNS security. I have no experience with ThousandEyes, XDR, Duo, or the other products. I think Cisco Webex Contact Center is pretty good, and I do not see where they could improve as it is a pretty successful product. I do not pay for the licensing, but I know they offer free options, and I am not part of the licensing part. We switched over to Webex because they centralized it as part of our government, providing it for both voice and video. I would rate this review a 9.

Read full review

Quotes from Members

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

Pros

"The best thing about Amazon Connect is that it has everything we need in one place. With other products, we might have to get different tools for different jobs, like recording calls. However, with the tool, it's all there together. Plus, it's cheaper than other options."

"One of the key values is that it operates on a pay-as-you-go platform model, is cloud-native, multi-channel, has good analytical capability and reporting, is a stable platform, and is receiving huge investment from AWS."

"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."

"Amazon Connect has positively impacted our organization because we used to have manual processing to gather more information and then create the summary, which takes time for our customers, but now it's a plug-in solution, and this summary is very helpful for us to review and settle the claim early."

"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."

"Amazon Connect enhances customer experience by reducing operating costs due to its cloud-based pay-as-you-go model."

"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 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

"I rate the product's scalability a ten out of ten."

"The technical support for Cisco Webex Contact Center is high quality and I would rate it at least nine out of ten."

"The central management tool, Control Hub, holds significant value for the management team."

"The best features of Cisco Webex Contact Center are the ease of use, and while the platform has pretty standard features, it is definitely easy to use, and the impact of the omnichannel communication on customer experience consistency is quite good."

"The most valuable features of Cisco Webex Contact Center are that both software platforms are the same, with only the video conference being different, the quality is acceptable for our needs, and it is easy to contact customers and easy to open issues regarding hardware problems."

"Cisco technical support is outstanding."

"The collaboration function is an important feature. The tool is used for telecommuting and distance communication. For example, you can use Webex if you have a global service or team that needs to collaborate online."

Cons

"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."

"Support for that specific service for Amazon Connect is basically non-existent."

"For enterprises to get maximum use, we often need a dialer system. or example – you have a list of people to call, you load it, and the system automatically dials and connects you without having to manually dial each number. That's the kind of automated outbound dialing feature."

"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."

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

"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."

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

"However, the key thing lacking is the scope of out-of-the-box reporting capabilities, though overall it is very good."

More Amazon Connect cons

"It is not straightforward for beginners but is very straightforward for those familiar with it. It can be a little complicated for those who have not worked on it before."

"With the solution, I face issues when trying to use the screen share option."

"When comparing Cisco to free collaboration tools like Google Meet and Teams, often included with Microsoft licenses, some clients, particularly those not in the enterprise sector, might prefer the free or more cost-effective options."

"The scalability of the solution is limited in that it cannot scale out effectively. This is why I have attempted to use Microsoft Teams to achieve greater scalability than Cisco Webex because I believe Cisco Webex is very expensive."

"Cisco Webex Contact Center needs more improvements, especially as they lagged behind initially in adopting cloud technologies."

"When we deal with them, there is sometimes a lot of back and forth due to our unique requirements, as nobody is perfect."

Pricing and Cost Advice

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

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

"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."

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

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

"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."

More Amazon Connect pricing and cost advice

"Price-wise, it is a cheap product, especially when compared to Microsoft Teams."

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Top Industries

By visitors reading reviews

Financial Services Firm

11%

Outsourcing Company

10%

Manufacturing Company

Computer Software Company

Financial Services Firm

14%

Computer Software Company

Insurance Company

University

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	6
Midsize Enterprise	4
Large Enterprise	16

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 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 Amazon Connect?

See all answers

What is your experience regarding pricing and costs for Cisco Webex Contact Center?

The price of Cisco Webex Contact Center needs to be revised a little bit.

See all answers

What needs improvement with Cisco Webex Contact Center?

I haven't used the AI-powered chatbots yet. I haven't utilized the real-time data insight.

See all answers

What is your primary use case for Cisco Webex Contact Center?

Cisco Webex Contact Center is primarily used to work with other organizations outside of Teams. The typical clients are in the defense industry.

See all answers

Comparisons

Genesys Cloud CX vs Amazon Connect

Compared 13% of the time

Five9 vs Amazon Connect

Compared 8% of the time

NICE CXone vs Amazon Connect

Compared 7% of the time

Avaya Infinity Platform vs Amazon Connect

Compared 4% of the time

Siebel Contact Center vs Amazon Connect

Compared 4% of the time

More Amazon Connect Competitors

NICE CXone vs Cisco Webex Contact Center

Compared 15% of the time

Genesys Cloud CX vs Cisco Webex Contact Center

Compared 14% of the time

Five9 vs Cisco Webex Contact Center

Compared 13% of the time

LinkLive vs Cisco Webex Contact Center

Compared 10% of the time

TTEC Humanify vs Cisco Webex Contact Center

Compared 8% of the time

More Cisco Webex Contact Center Competitors

Product Reports

Buyer's Guide

Amazon Connect

September 2026

Download Amazon Connect product report

Buyer's Guide

Contact Center as a Service (CCaaS)

September 2026

Download Cisco Webex Contact Center product report

Also Known As

AWS Connect

CC-One, BroadSoft CC-One

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)

Cisco Webex Contact Center is a cloud-based communication platform noted for fast deployment, ease of use, and integration capabilities, enhancing global team collaboration. It provides a centralized management tool for comprehensive visibility.

Cisco Webex Contact Center simplifies server management and supports omnichannel communication and collaboration. Despite integration enhancements being necessary, it remains valuable for telecommuting. It competes with services like Google Meet and Microsoft Teams while offering a unified platform that improves customer interaction quality. Companies benefit from centralized control and omnichannel management features but see room in screen sharing and customization. The platform's integration with third-party services also seeks improvement. While cost-effectiveness is questioned compared to free platforms, its server-free configuration aids easy expansion.

What are the key features of Cisco Webex Contact Center?

Fast Deployment: Quickly available for immediate use.
Control Hub: Centralized tool for comprehensive platform management.
Omnichannel Communication: Supports multiple communication channels for diverse interactions.
WhatsApp Integration: Directly integrates with messaging services for streamlined communication.

What benefits or ROI should users look for in reviews?

Improved Communication: Enhances interaction by providing consistent connectivity across channels.
Easy Expansion: Facilitates growth without server management complexities.
Increased Visibility: Users benefit from centralized monitoring and management tools.
Enhanced Telecommuting: Supports remote work with collaboration features suitable for global teams.

In industries such as defense, Webex Contact Center is utilized for collaboration with external stakeholders. Companies implement it not only for contact center operations but also to conduct meetings and partner collaborations using familiar platforms like Microsoft Teams, Zoom, and Google Meet. These industries value the security and communication efficiency it provides for internal and external engagements.

Cisco

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.

AON, Office Depot, American Red Cross

Buyer's Guide

Amazon Connect vs. Cisco Webex Contact Center

September 2026

Free Report: Amazon Connect vs. Cisco Webex Contact Center

Find out what your peers are saying about Amazon Connect vs. Cisco Webex Contact Center and other solutions. Updated: September 2026.

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