Amazon Connect vs Cisco Webex Contact Center comparison

Amazon Web Services (AWS) and Cisco are both solutions in the Contact Center as a Service (CCaaS) category. Amazon Web Services (AWS) is ranked #1 with an average rating of 8.4, while Cisco is ranked #6 with an average rating of 8.5. Amazon Web Services (AWS) holds a 21.6% mindshare in CCS, compared to Cisco’s 13.6% 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 23 Amazon Connect reviews

2,113 Views
1,648 Comparison Views

100% willing to recommend

Cisco Webex Contact Center

Read 5 Cisco Webex Contact Center reviews

1,173 Views
950 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: July 2025).

Buyer's Guide

Amazon Connect vs. Cisco Webex Contact Center

July 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 as a Service (CCaaS)

1st

Average Rating

8.4

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

Contact Center Platforms (1st)

Cisco Webex Contact Center

Ranking in Contact Center as a Service (CCaaS)

6th

Average Rating

8.6

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of August 2025, in the Contact Center as a Service (CCaaS) category, the mindshare of Amazon Connect is 21.6%, up from 20.6% compared to the previous year. The mindshare of Cisco Webex Contact Center is 13.6%, up from 12.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Contact Center as a Service (CCaaS) Market Share Distribution
Product	Market Share (%)
Amazon Connect	21.6%
Cisco Webex Contact Center	13.6%
Other	64.8%

Contact Center as a Service (CCaaS)

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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Ahmed Helmy

Sr. Director, Business Development & Sales Operations at connect professional services

Cloud simplifies deployment and expansion but needs more third-party options

If I wanted a single feature, the best feature is the fastest process for going live on the contact center features. Cisco Webex Contact Center also helps me avoid the headache of server configurations and management, as well as facilitating third-party integration like WhatsApp, which is much easier on the cloud. These aspects add value for my customers who opt for cloud contact center solutions, whether from Cisco or other competitors.

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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

"It is easy for a beginner to learn to use Amazon Connect for the first time."

"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 easy to learn."

"What I like most is how well it integrates with other AWS services, the ease of implementation, and the robust partner network that supports it."

"It integrates with major tools like Amazon Polly for text-to-speech and third-party services like Twilio and Cisco-based dialers."

"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 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."

"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.)."

More Amazon Connect pros

"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."

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

"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."

Cons

"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."

"The product does not have any reporting dashboards."

"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."

"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."

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

"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."

"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."

"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."

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."

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

Pricing and Cost Advice

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

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

"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."

"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 solution is neither very expensive nor very cheap."

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

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

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

Computer Software Company

16%

Financial Services Firm

10%

Insurance Company

Manufacturing Company

Computer Software Company

17%

Financial Services Firm

13%

Healthcare Company

Government

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.

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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...

See all answers

What do you like most about Cisco Webex Contact Center?

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

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?

Cisco Webex Contact Center could improve by introducing more easy of use Omni-Channels integrated together & including more third-party integrations

See all answers

Comparisons

Genesys Cloud CX vs Amazon Connect

Compared 21% of the time

Five9 vs Amazon Connect

Compared 21% of the time

NICE CXone vs Amazon Connect

Compared 10% of the time

Zendesk Messaging vs Amazon Connect

Compared 6% of the time

Vonage Contact Centers vs Amazon Connect

Compared 5% of the time

More Amazon Connect Competitors

Genesys Cloud CX vs Cisco Webex Contact Center

Compared 19% of the time

NICE CXone vs Cisco Webex Contact Center

Compared 16% of the time

Five9 vs Cisco Webex Contact Center

Compared 10% of the time

Cisco Finesse vs Cisco Webex Contact Center

Compared 8% of the time

LinkLive vs Cisco Webex Contact Center

Compared 6% of the time

More Cisco Webex Contact Center Competitors

Product Reports

Buyer's Guide

Amazon Connect

August 2025

Download Amazon Connect product report

Buyer's Guide

Contact Center as a Service (CCaaS)

August 2025

Download Cisco Webex Contact Center product report

Also Known As

AWS Connect

CC-One, BroadSoft CC-One

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)

Cisco Webex Contact Center is a Software-as-a-Service (SaaS) offering that creates a single, global queue in the cloud from which to route omnichannel customer interactions to one or more teams, sites, or outsource partners.

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

July 2025

Free Report: Amazon Connect vs. Cisco Webex Contact Center

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