Amazon Connect vs Five9 comparison

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Amazon Connect

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Executive SummaryUpdated on Apr 6, 2025

Five9 and Amazon Connect compete in the cloud-based contact center solutions category. Five9 seems to have the upper hand in agent efficiency tools and CRM integration, while Amazon Connect shines with AWS integrations and ease of use.

Features: Five9 offers intelligent virtual agents, screen pops, and transcription services, enhancing agent efficiency. It provides workflow automation and seamless CRM integrations. Amazon Connect integrates with AWS services providing customizable call flows and real-time analytics. It facilitates easy communication between local data centers and offers a pay-as-you-go model.

Room for Improvement: Five9 could enhance call quality and email channel integration and improve its SMS and pricing structure. Amazon Connect could refine its cost structure for smaller volumes, enhance Workforce Management capabilities, and expand communication channel support.

Ease of Deployment and Customer Service: Five9 offers a reliable public cloud deployment model known for simplifying scaling, with responsive customer service noted for its precision and follow-up. Although Amazon Connect provides multiple public and hybrid cloud deployment options with responsive support, some find its technical support less comprehensive for complex scenarios.

Pricing and ROI: Five9 provides flexible pricing with utility-based models, offering cost savings over traditional solutions, enhancing workforce management efficiency. Amazon Connect's pay-as-you-go model can vary based on usage but proves cost-effective for those leveraging its cloud-native features, offering value through scalability and integration capabilities.

To learn more, read our detailed Amazon Connect vs. Five9 Report (Updated: May 2025).

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Amazon Connect vs. Five9

May 2025

Helped 860,168 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 Platforms

1st

Ranking in Contact Center as a Service (CCaaS)

1st

Average Rating

8.4

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

No ranking in other categories

Five9

Ranking in Contact Center Platforms

2nd

Ranking in Contact Center as a Service (CCaaS)

2nd

Average Rating

8.6

Reviews Sentiment

7.8

Number of Reviews

Ranking in other categories

Workforce Engagement Management (2nd), Contact Center Infrastructure (1st), Sales Force Automation (3rd)

Mindshare comparison

As of July 2025, in the Contact Center Platforms category, the mindshare of Amazon Connect is 24.6%, down from 26.2% compared to the previous year. The mindshare of Five9 is 15.4%, up from 13.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Contact Center Platforms

Featured Reviews

Kannan-M

Amazon connect/service cloud voice at Cognizant

Has no downtime and supports third-party communications

I use Amazon Connect to integrate with Lambda to export chat interactions between customers and agents. We use Lambda to code in Java and Python. In the banking industry, customers can inquire about their current balance through an integration via chat. Customers can opt for a call with an agent…

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Devan Baucom

Director of Contact Center Solutions at Invoca

Has many features, provides good technical support, is scalable, and has no downtime

Five9 has a lot of AI tools, which I find valuable. It offers transcription services and a power dialer for outbound dialing. I like that Five9 is built for outbound and suitable for that purpose. Another valuable feature of the solution is the screen pop where, as a rep or agent, when your customer answers the phone, you'll immediately see customer details on your screen, which is helpful, especially if you have a lot of customers. Five9 also has the Intelligent Virtual Agent feature, which I find good, though there may be some legal implications. Still, I find Five9 a great solution that seamlessly helps customers engage with brands. Agent Assist is another good feature of Five9. That feature is useful because you can help agents in real-time while on the call. It's as if the manager is behind an agent, helping and telling that agent what to say and hearing what the customer says. Agent Assist lets you support every agent automatically, in a more scalable way, without listening to every call. Five9 also comes with WorkFlow Automation or Studio Flow, a nice feature because it's drag-and-drop, where even a non-engineer can build out a campaign and have different aspects to the campaign, for example, call routing. In the past, you had to be an engineer to build campaigns in Five9 or get on a call with the Five9 team and ask the team to make the changes, but nowadays, it's drag-and-drop, which is very helpful. I've also used the Workforce Optimization feature in Five9, though not as much. Still, I'm familiar with some of its capabilities, such as optimizing the time of day or days of the week when your team's the busiest, making optimizations when you don't need as many reps, or when you need more reps in place to match the bandwidth of calls coming in. Definitely, Workforce Optimization is beneficial and essential for my customers nowadays. Five9 can integrate with various CRMs, and I find that essential. The solution has an endless list of integrations for a reason, but I wasn't the guy who built the integrations. I heard that CRMs could be hard to work with, but the CRMs I've experienced with Five9, such as Salesforce and Hubspot, seem to integrate well. There was one really bad CRM built in-house on a platform called PPMS, but it's basically an internal tool, which was a little hard to work with and challenging to make changes, but it worked, though my Salesforce customers seem to be happy with the solution. The Omnichannel capability of Five9 is also essential, as the customer expects you to have chat, text, Facebook Messenger, and all other ways a customer can reach the reps. The omnichannel feature in Five9 is essential to customers.

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

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

"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."

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

"Amazon Connect is easy to learn."

More Amazon Connect pros

"The reporting is the most valuable feature in Five9."

"It helped reduce costs in our organization. We've saved on staffing and we've saved on software by 10% to 15%."

"I rate the overall Five9 solution a nine out of ten."

"Before using the WFO and its analytics, our quality teams would listen to only 5 percent of contacts a week, per employee, which is a very small part of what an employee is doing... Now, this tool does an automatic evaluation of 100 percent of their calls. It has certainly helped the QA teams in their training, and that, in turn, helps our clients."

"The product’s IVR script editor is very easy and simple to use."

"The most valuable feature is the simplicity of making scripts within the contact center solution itself."

"I like the capability of call and screen recording. It has helped us to hold our agents accountable to the expectations for the role. It creates a clearer picture than giving feedback that is just based on calls that we may have listened to, but we do not have anything to show the agents themselves."

"Five9's most critical feature is a common user interface that delivers consistent customer service across various channels."

More Five9 pros

Cons

"Amazon Connect should have a solution for customers who have heavily invested in previous CCaaS solutions; a proper roadmap could make it easier for customers to migrate over the platform."

"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 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 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."

"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 scalability needs improvement."

"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."

"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."

More Amazon Connect cons

"There are certain issues around features that Chrome has deployed that we have to figure out. When we bring them to Five9's attention, they are usually able to help us navigate them. It seems that sometimes they already know about an issue, so it would be helpful if they more proactively engaged with us first..."

"What would make Five9 better is a partnership with an SMS AI solution, which would make Five9 pretty powerful."

"Maybe they could do better on how we access all the data if we want the data to work outside of Five9. Sometimes, that's not the easiest process. It's not bad, but if there's an area for improvement, that could be one."

"The technical support is inconsistent and has room for improvement."

"Maintaining the original DNS on Five9 across campaigns is difficult."

"It would be ideal if they could combine the tools into one suite."

"Five9 should provide free training resources for end users, including agents, supervisors, and admins."

"The SMS feature could use some improvement as far as the opt-out process goes."

More Five9 cons

Pricing and Cost Advice

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

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

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

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

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

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

More Amazon Connect pricing and cost advice

"Five9's pricing wasn't quite as flexible as I'd hoped, but it ended up being reasonably priced overall."

"Five9 is a little expensive because of our company's size. That said, it scales pretty well. The daily usage costs and monthly fees seem about right. It's not out of line with what we'd expect from other companies. However, they seem to have a one-size-fits-all implementation fee. Most of their clients have hundreds if not thousands of seats in the call centers, so $5,000 or $10,000 is not a huge cost. It would be nice if they had a sliding scale for smaller companies."

"The product is not the most expensive, but it's not cheap."

"The cost is not at the lower end of the market, but it's worth it."

"Their license structure, out of the box, is better than that of other providers and their pricing is much less than other vendors we've looked at."

"I prefer Five9's licensing model."

"The product's pricing is flexible and reasonable."

"Five9 is reasonable."

More Five9 pricing and cost advice

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Top Industries

By visitors reading reviews

Computer Software Company

17%

Financial Services Firm

Insurance Company

Government

Computer Software Company

13%

Financial Services Firm

13%

Manufacturing Company

10%

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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...

What do you like most about Amazon Connect?

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

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....

What do you like most about Five9?

I like the capability of call and screen recording. It has helped us to hold our agents accountable to the expectations for the role. It creates a clearer picture than giving feedback that is just ...

What needs improvement with Five9?

Five9 ( /products/five9-reviews ) should improve its omnichannel feature, allowing partners to manage all tenants with a single account rather than needing multiple accounts for each customer. Addi...

What is your primary use case for Five9?

We deploy Five9 ( /products/five9-reviews ) for our customers who use it as a contact center solution.

Genesys Cloud CX vs Amazon Connect

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Compared 13% of the time

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Compared 8% of the time

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Compared 8% of the time

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Compared 4% of the time

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Product Reports

Download Amazon Connect product report

Amazon Connect

June 2025

Download Five9 product report

June 2025

Also Known As

AWS Connect

No data available

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)

Five9 is a comprehensive cloud contact center and customer service solution offering a broad range of features and benefits designed for effective contact center operations. Its virtual contact center products encompass inbound, outbound, and multichannel contact center software features, distinguishing it among cloud contact center software vendors. Five9 is recognized for its constant innovation, which has led to its position as a leading cloud contact center software vendor.

Five9 provides a feature-rich cloud contact center platform designed to streamline and enhance customer engagement. The solution offers a comprehensive suite of features including:

Omnichannel routing - Intelligently routes interactions across voice, email, chat, social media and SMS.
IVR and self-service - Sophisticated IVR applications and self-service options powered by natural language processing.
Workforce optimization - Tools for tracking metrics, monitoring interactions, coaching agents, and enhancing productivity.
APIs and integrations - Open platform to connect Five9 with ACD, CRM, workforce management and other business systems.
Flexible deployment - Public, private or hybrid cloud deployment options.

Five9 aims to transform customer experiences with AI-powered interactions, actionable insights, and seamless integration between channels. With advanced analytics and reporting capabilities, Five9 helps businesses improve customer service and increase operational efficiency.

According to our interviews with Five9's users, Five9's solution emerges as a highly scalable and adaptable contact center platform that seamlessly integrates with Salesforce and provides valuable real-time reporting and analytics. Its AI-powered features and omnichannel capabilities further enhance customer satisfaction and operational efficiency. Users praise Five9 for its efficient inbound/outbound calling, reliable voicemail and messaging, and easy remote agent access. However, some cite issues with call quality, interface design, system stability, and customer support responsiveness. Mobile app availability and social media are seen as areas for improvement. However, there is really little info on the mobile app.

Below are several quotes from Five9's users:

"Five9 is a highly flexible and adaptable solution that can handle increased workloads and accommodate growth without any issues."
- Business Operations Manager, Retail Industry
"Five9's real-time reporting and analytics are incredibly valuable. They give us insights into agent performance, customer interactions, and overall call center operations."
- Contact Center Manager, Retail Industry
"Five9's AI-powered features, such as chatbots and virtual assistants, have helped us to improve customer satisfaction and reduce handle times."
- Customer Service Manager, E-commerce Industry

Overall, Five9 provides a robust, innovative contact center platform with extensive features and flexibility. It's a strong option for organizations seeking to optimize customer engagement across channels within a secure, scalable cloud environment.

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.

Agilysys, BISSELL, From You Flowers, SumUp, Kyndryl, PING, Alaska Airlines, Omaha Steaks International, NextRep, AdventHealth