Amazon Connect vs NICE CXone comparison

Amazon Web Services (AWS) and NICE are both solutions in the Contact Center as a Service (CCaaS) category. Amazon Web Services (AWS) is ranked #2 with an average rating of 8.3, while NICE is ranked #6 with an average rating of 8.0. Amazon Web Services (AWS) holds a 21.3% mindshare in CCS, compared to NICE’s 12.1% mindshare. Additionally, 100% of Amazon Web Services (AWS) users are willing to recommend the solution, compared to 96% of NICE users who would recommend it.

Amazon Connect

Read 18 Amazon Connect reviews

1,394 Views
1,087 Comparison Views

100% willing to recommend

NICE CXone

Read 13 NICE CXone reviews

783 Views
582 Comparison Views

96% willing to recommend

Amazon Connect

NICE CXone

Comparison Buyer's Guide

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Executive SummaryUpdated on May 18, 2025

NICE CXone and Amazon Connect are competitors in the contact center solutions category. NICE CXone has the edge in omnichannel capabilities, supported by CXone Studio and WebRTC, whereas Amazon Connect shines in easy integration with AWS services.

Features: NICE CXone offers robust omnichannel capabilities with seamless platform integration enhancing analytics and reporting. Tools like CXone Studio and WebRTC increase operational efficiency. Amazon Connect is praised for its simplicity in setup, scalability, and AWS integration. It includes advanced AI and real-time analytics, relying on AWS for extended functionality.

Room for Improvement: NICE CXone could improve its user interface for better intuitiveness and streamline reporting. Issues with audio quality and complex implementation are noted. Amazon Connect requires improvements in pricing structure, global integration, and AI capabilities. It faces challenges with cost-effectiveness for low volumes and complex integrations.

Ease of Deployment and Customer Service: NICE CXone offers public and private cloud flexibility, suiting different enterprise needs. Despite its strong support, significant issues may need escalation. Amazon Connect allows public, private, and hybrid cloud models, offering deployment versatility but increasing complexity. Its customer service is responsive, yet major issues might not be swiftly resolved.

Pricing and ROI: NICE CXone's cloud model lowers infrastructure management costs with high ROI reported. Amazon Connect's pay-as-you-go model is cost-effective for variable usage but can become expensive with large-scale integrations. Users value its affordability compared to rivals, though unexpected AWS-related costs may arise.

To learn more, read our detailed Amazon Connect vs. NICE CXone Report (Updated: April 2025).

Buyer's Guide

Amazon Connect vs. NICE CXone

April 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)

2nd

Average Rating

8.4

Reviews Sentiment

7.9

Number of Reviews

Ranking in other categories

Contact Center Platforms (1st)

NICE CXone

Ranking in Contact Center as a Service (CCaaS)

6th

Average Rating

8.2

Reviews Sentiment

7.8

Number of Reviews

Ranking in other categories

Workforce Engagement Management (3rd), IVR Systems (2nd), Live Chat (1st), Knowledge Management Software (6th)

Mindshare comparison

As of May 2025, in the Contact Center as a Service (CCaaS) category, the mindshare of Amazon Connect is 21.3%, up from 19.4% compared to the previous year. The mindshare of NICE CXone is 12.1%, up from 9.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

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.

Read full review

James Arvidson

Managing Partner at CX Partners Inc

A software that enables centers to operate more efficiently, increase the quality of every customer interaction, create new pathways to profit, and ensure ongoing customer-centric business improvemen

One of the best aspects of CXone is its omnichannel experience. It treats all contacts, whether phone, chat, email, or SMS, through the same system, allowing for consistent reporting and a true omnichannel experience. The platform is very flexible. You can customize it to do almost anything as long as it's based on logic, which has been incredibly valuable. In terms of analytics, CXone offers consistent, accessible data across all channels. In the past, different systems like Avaya for phones or separate platforms for chat and email made it hard to compare performance across channels. With CXone, you get the same data points across all interactions, making decision-making much easier. It also allows for deeper reporting, like IVR reporting, where you can see what options people choose and create custom KPIs for better insight.

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

"Amazon Connect is easy to learn."

"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 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.)."

"There is no technical experience needed to build it. It's easy for beginners to understand and use."

"Setting up a call center and onboarding agents is easy using Amazon Connect."

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

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

"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."

More Amazon Connect pros

"It's easier as a supervisor to do your job more efficiently. You can have multiple things open at once to watch everything, being able to take one look at a page and see everything you need rather then having to flip through multiple programs. This is such a time saver. I get a lot more done in my day due to being able to keep my opened programs down to a minimum."

"The technical support for NICE CXone is outstanding."

"We are able to see the calls in queue and able to see if someone is available or not."

"inContact has helped our organization greatly by allowing us to see at a glance which agents are available to receive calls and those who are not, we are able to see why not."

"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."

"Customer support is terrific. The team is personable, informed, and responsive."

"It has the ability to edit the HTML, as well as the WYSIWYG."

"Being able to listen in on a call, which is exceptionally good with training."

More NICE CXone pros

Cons

"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."

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

"The scalability needs improvement."

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

"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."

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

"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."

More Amazon Connect cons

"There are times when the data does not load and you have to keep hitting refresh. More colors and different layouts should be included in the next release."

"One of the biggest missing pieces is a link checker."

"The audio quality in NICE CXone has room for improvement, as I experience issues like diffused calls and crackling audio."

"If you have hundreds of books, the initial download is slow."

"inContact should offer a way to send faxes."

"It could improve the quality of calls."

"It is a hassle, if you are busy and caught up with something, that it will log you out."

"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."

More NICE CXone cons

Pricing and Cost Advice

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

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

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

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

"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."

More Amazon Connect pricing and cost advice

"We had a custom setup that cost us some money."

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Top Industries

By visitors reading reviews

Computer Software Company

16%

Financial Services Firm

Insurance Company

Government

Financial Services Firm

18%

Computer Software Company

14%

Manufacturing Company

Insurance 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...

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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?

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....

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What needs improvement with NICE CXone?

The audio quality in NICE CXone has room for improvement, as I experience issues like diffused calls and crackling audio. Clearing cache and cookies from browsers often resolves these problems, but...

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What is your primary use case for NICE CXone?

I use NICE CXone ( /products/nice-cxone-reviews ) for several purposes, such as addressing issues where calls are dropping or getting diffused. I also encounter situations where prompts are not pla...

See all answers

What advice do you have for others considering NICE CXone?

Overall, I rate NICE CXone as an eight out of ten. I would recommend this tool to others in similar roles. There are areas for improvement, like the simplification of certain tools and the enhancem...

See all answers

Comparisons

Five9 vs Amazon Connect

Compared 22% of the time

Genesys Cloud CX vs Amazon Connect

Compared 21% of the time

Cisco Webex Contact Center vs Amazon Connect

Compared 18% of the time

Zendesk Chat vs Amazon Connect

Compared 6% of the time

Avaya Infinity Platform vs Amazon Connect

Compared 6% of the time

More Amazon Connect Competitors

Genesys Cloud CX vs NICE CXone

Compared 13% of the time

Cisco Webex Contact Center vs NICE CXone

Compared 13% of the time

Five9 vs NICE CXone

Compared 12% of the time

Sprinklr vs NICE CXone

Compared 6% of the time

ServiceNow vs NICE CXone

Compared 6% of the time

More NICE CXone Competitors

Product Reports

Buyer's Guide

Amazon Connect

May 2025

Download Amazon Connect product report

Buyer's Guide

NICE CXone

May 2025

Download NICE CXone product report

Also Known As

AWS Connect

NICE inContact, NICE CXone Workforce Optimization Pro, NICE CXOne WFO Pro, CXone Workforce Optimization, inContact Workforce Optimization, CallCopy, Discover, VPI Empower, Brand Embassy, goMoxie

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)

NICE CXone offers comprehensive solutions for managing customer support across channels, ensuring consistent reporting with integrated dashboards and efficient call management. The platform supports scalability and integration, catering to organizations of all sizes with diverse communication needs.

NICE CXone enhances customer support by providing dynamic content structuring and robust HTML editing. With omnichannel integration, users experience consistent reporting across platforms. The intuitive dashboards allow customizable views, improving supervision and training efficiency. Call management benefits from efficient tagging and audio playback, while tools like inView aid real-time data monitoring and flexible system customization. Challenges include occasional system slowness, dashboard freezes, and the need for a more user-friendly interface. Reporting features could be simplified for easier custom report creation, and users suggest enhancing call quality. The implementation process might pose difficulties, with a demand for additional layout options and interface enhancements. Despite these issues, NICE CXone remains a favored choice for comprehensive customer support solutions.

What are the key features of NICE CXone?

Dynamic Content Structuring: Improves organization of customer data.
Omnichannel Integration: Provides consistent cross-platform reporting.
Customizable Dashboards: Allows personalized supervision views.
Efficient Call Management: Includes tagging and audio playback.
Real-Time Monitoring: Supported by tools like inView.

What benefits should users seek in reviews?

Scalability: Effective for organizations of all sizes.
Integration Capabilities: Seamlessly integrates with platforms like Microsoft Dynamics 365.
Supervision Efficiency: Enhances monitoring and task assignments.
Communication Improvement: Optimizes email and call handling.

NICE CXone is extensively utilized in industries focused on customer support and workforce management, especially within call centers. It optimizes quality management through call recordings and workforce efficiency by managing agent breaks and tasks. Its integration capability with Microsoft Dynamics 365 makes it a strategic tool for organizations aiming to streamline communication processes across multiple brands.

NICE

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.

MoneyGram, Honeywell, Radisson Hotel Group, AAA, New Balance, MattressFIRM, Teleflora, Best Buy

Buyer's Guide

Amazon Connect vs. NICE CXone

April 2025

Free Report: Amazon Connect vs. NICE CXone

Find out what your peers are saying about Amazon Connect vs. NICE CXone and other solutions. Updated: April 2025.

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