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 #1 with an average rating of 8.4, while NICE is ranked #4 with an average rating of 8.0. Amazon Web Services (AWS) holds a 18.4% mindshare in CCS, compared to NICE’s 11.3% 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 25 Amazon Connect reviews

2,737 Views
1,943 Comparison Views

100% willing to recommend

NICE CXone

Read 16 NICE CXone reviews

2,769 Views
1,025 Comparison Views

96% willing to recommend

Amazon Connect

NICE CXone

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 30, 2025

NICE CXone and Amazon Connect compete in the cloud-based contact center solutions market. NICE CXone holds an advantage in pricing and support, contributing to higher user satisfaction. However, Amazon Connect's feature set, appreciated by users despite higher costs, gives it an edge.

Features: NICE CXone is notable for its advanced analytics, real-time visibility, and the CXone Studio for custom call flows, emphasizing control and flexibility within AWS environments. Amazon Connect stands out with ease of setup, integration with AWS services, AI-driven features, and a pay-as-you-go pricing model, making it user-friendly.

Room for Improvement: NICE CXone requires enhancements in reporting features, call audio quality, and AWS integration control. Additionally, users have faced system slowdowns and dashboard issues. Amazon Connect could improve its cost structure, workforce management, and native channel support. While automation and integration are strengths, scalability and in-depth reporting fall short.

Ease of Deployment and Customer Service: Both solutions are cloud-based. NICE CXone users value effective technical support, though resolution times for complex issues vary. Amazon Connect provides responsive service for immediate matters but experiences delays with complex requests.

Pricing and ROI: NICE CXone provides cost savings over solutions like Genesys due to cloud efficiency, eliminating infrastructure costs with AWS. Amazon Connect is praised for pay-as-you-go affordability but potentially incurs higher costs with added features, despite being more cost-effective than traditional on-premise systems.

To learn more, read our detailed Amazon Connect vs. NICE CXone Report (Updated: January 2026).

Buyer's Guide

Amazon Connect vs. NICE CXone

January 2026

Download the complete report

Helped 881,082 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:

ROI

Sentiment score

5.1

Amazon Connect offers cost efficiency, global connectivity, and high user satisfaction, making it ideal for businesses with existing CRM systems.

Sentiment score

4.4

Small teams save over $200,000 yearly with NICE CXone, reducing costs and easing infrastructure management burdens compared to Genesis.

It is one of the three most valuable contact center applications available nowadays.

Santiago Enrique Montoya Sandoval

Voice Engineer at Softtek

For more quotes and insights, download the Amazon Connect report

NICE CXone saves time and resources due to its cloud-based nature, where infrastructure management is handled by AWS, reducing the need for me to manage it.

Argha Ghosh

Technology Specialist at Cognizant

For more quotes and insights, download the NICE CXone report

Customer Service

Sentiment score

6.2

Amazon Connect support is efficient yet varies in response times, with mixed ratings from seven to nine out of ten.

Sentiment score

6.9

NICE CXone customer service is praised for friendliness and efficiency, though complex issue resolutions can sometimes be slower.

Globally, there are not enough engineers with sufficient experience with Amazon Connect.

Santiago Enrique Montoya Sandoval

Voice Engineer at Softtek

Support is available via web, phone, and email based on incident priority.

Manoj Suresh

Director AWS at NeuraFlash India Pvt Ltd

Amazon Connect's customer support team is generally very good.

Jamie Elms

DevOps engineer at Mission Labs

For more quotes and insights, download the Amazon Connect report

When I faced an issue with reaching a Poland DID that was ported to NICE CXone, their support team resolved the problem immediately.

Argha Ghosh

Technology Specialist at Cognizant

We have our own technical account manager which provides us with substantial visibility.

reviewer2746335

Senior Manager, Contact Center Technology at a financial services firm with 10,001+ employees

If the issue is network-related or involves configuration, or maybe implementing a new tool, it might take north of 24 hours to identify the right resource to assist you.

Antoneil Phillips

Operations Manager at a financial services firm with 11-50 employees

For more quotes and insights, download the NICE CXone report

Scalability Issues

Sentiment score

6.7

Amazon Connect provides seamless scalability for diverse global operations, efficiently handling high traffic and fluctuating demand for cost savings.

Sentiment score

5.6

NICE CXone is scalable and adaptable, handling large user numbers efficiently, making it ideal for growing organizations.

This is a serverless service, so it will automatically scale to any number of calls that you need or require.

Noel Perez

Cloud specialist at Outplex

Amazon Connect is scalable and supports both small and high-volume contact centers with consistent performance.

Manoj Suresh

Director AWS at NeuraFlash India Pvt Ltd

It is a native feature that AWS has because scalability is part of the nature of this product.

Santiago Enrique Montoya Sandoval

Voice Engineer at Softtek

For more quotes and insights, download the Amazon Connect report

I have migrated approximately 500 people to the system, and it can certainly support more users beyond this number.

Argha Ghosh

Technology Specialist at Cognizant

For more quotes and insights, download the NICE CXone report

Stability Issues

Sentiment score

7.4

Amazon Connect is praised for its strong stability, reliable uptime, and robust infrastructure, ensuring minimal disruptions and seamless performance.

Sentiment score

6.2

NICE CXone is reliable with rare outages, timely support, and some noted challenges, maintaining positive user relationships.

There have been no outages experienced so far.

Manoj Suresh

Director AWS at NeuraFlash India Pvt Ltd

Regarding the stability of Amazon Connect, in my case, the stability is 100%.

Santiago Enrique Montoya Sandoval

Voice Engineer at Softtek

The stability of the application and the services of Amazon Connect is very good, especially when it integrates with Lex and makes the customer service solution more efficient.

Amr Ehab

Solution Architect at Rutotech

For more quotes and insights, download the Amazon Connect report

In general, the stability is good.

reviewer2746335

Senior Manager, Contact Center Technology at a financial services firm with 10,001+ employees

While the system often operates without issues, there have been instances of reports involving VM resource congestion, WFM issues, and RT problems.

Argha Ghosh

Technology Specialist at Cognizant

For more quotes and insights, download the NICE CXone report

Room For Improvement

Amazon Connect users seek better pricing, integrations, scalability, reporting, security, call quality, and expanded features for improved service.

NICE CXone needs streamlined design, better reporting, improved call quality, and cost-effective pricing with enhanced integration and usability options.

Integrated voice and SMS from the console.

Manoj Suresh

Director AWS at NeuraFlash India Pvt Ltd

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

Noel Perez

Cloud specialist at Outplex

The cost of the product is somewhat expensive.

Santiago Enrique Montoya Sandoval

Voice Engineer at Softtek

For more quotes and insights, download the Amazon Connect report

I need to log into different portals for NICE CXone, whereas my other competitor platforms offer single sign-on where I can log in once and access all partner-led programs and learning materials in one location.

Morvin Arun Pinto

Cx Product Manager at a comms service provider with 10,001+ employees

Compared to challengers such as Zoom, which seem more cost-effective, NICE CXone's suite of products is very modular, so as they provide new services, you have to add to your existing package and this balloons your costs since there's an additional license needed to use the new tools, leading to potentially higher out-of-pocket expenses.

Antoneil Phillips

Operations Manager at a financial services firm with 11-50 employees

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

Argha Ghosh

Technology Specialist at Cognizant

For more quotes and insights, download the NICE CXone report

Setup Cost

Amazon Connect's pay-as-you-go model is cost-effective and flexible, though costs vary with usage, integrations, and geographic location.

NICE CXone pricing includes contract-based licensing with complex data extraction, necessitating evaluation of costs and features for enterprises.

Rated four out of ten in terms of expense.

Manoj Suresh

Director AWS at NeuraFlash India Pvt Ltd

In general, I would say that Amazon Connect is expensive, as it is above average.

Amr Ehab

Solution Architect at Rutotech

For more quotes and insights, download the Amazon Connect report

No quotes available

For more quotes and insights, download the NICE CXone report

Valuable Features

Amazon Connect simplifies contact center management with integration, AI, omnichannel support, customizable features, and accessible operations.

NICE CXone offers flexible navigation, robust omnichannel integration, real-time monitoring, AI tools, and adaptable configuration for superior experiences.

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.

Manoj Suresh

Director AWS at NeuraFlash India Pvt Ltd

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.

Santiago Enrique Montoya Sandoval

Voice Engineer at Softtek

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.

Amr Ehab

Solution Architect at Rutotech

For more quotes and insights, download the Amazon Connect report

The switch from using Avaya, which required connecting to a hard or soft phone, to using WebRTC via a web browser has significantly improved customer service efficiency.

Argha Ghosh

Technology Specialist at Cognizant

Some of the best features with NICE CXone are the real-time visibility that you have, which empowers you to make adjustments on the fly, such as turning on and off your queues and adjusting how we route calls to our agents.

Antoneil Phillips

Operations Manager at a financial services firm with 11-50 employees

I assess the ease of using NICE CXone interface for new agents as excellent.

Morvin Arun Pinto

Cx Product Manager at a comms service provider with 10,001+ employees

For more quotes and insights, download the NICE CXone report

Categories and Ranking

Amazon Connect

Ranking in Contact Center as a Service (CCaaS)

1st

Ranking in AI Customer Experience Personalization

1st

Average Rating

8.4

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

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

NICE CXone

Ranking in Contact Center as a Service (CCaaS)

4th

Ranking in AI Customer Experience Personalization

9th

Average Rating

8.4

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

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

Mindshare comparison

As of January 2026, in the Contact Center as a Service (CCaaS) category, the mindshare of Amazon Connect is 18.4%, down from 20.9% compared to the previous year. The mindshare of NICE CXone is 11.3%, up from 10.3% 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	18.4%
NICE CXone	11.3%
Other	70.3%

Contact Center as a Service (CCaaS)

Featured Reviews

Santiago Enrique Montoya Sandoval

Voice Engineer at Softtek

Enables seamless integration with leading customer support platforms and offers reliable and scalable communication solutions

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. That is a valuable feature. Another important capability I discovered is that, from a technical perspective, you can select the caller ID in such a way that if one of your direct numbers fails, you can select another one to proceed with the calls. The system is not dependent on one calling number.

Read full review

Argha Ghosh

Technology Specialist at Cognizant

Improved efficiency with browser-based call handling and efficient scripting tools

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 it's something that occurs frequently. Simplifying the studio tool could also be an improvement, along with organizing external training and better communication about new features, like agent assist or agent co-pilot.

Read full review

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Top Industries

By visitors reading reviews

Computer Software Company

12%

Financial Services Firm

11%

Insurance Company

Government

Financial Services Firm

12%

Computer Software Company

10%

Manufacturing Company

Insurance Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	6
Midsize Enterprise	4
Large Enterprise	14

By reviewers
Company Size	Count
Small Business	10
Midsize Enterprise	5
Large Enterprise	4

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?

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;...

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What needs improvement with NICE CXone?

The reporting isn't bad, but there are opportunities for improvement; we get real-time dashboards for monitoring, though for performance management, we have to procure certain reports manually by p...

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What is your primary use case for NICE CXone?

We're working in the finance space, banking, and our customers that we support are primarily banks and remittance services. We are a contact center providing services to other businesses, primarily...

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What advice do you have for others considering NICE CXone?

I really can't add any value about how it's influenced our customer journey just yet because we're just in the process of implementing that and have no data at this stage. Overall, NICE CXone is no...

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Comparisons

Genesys Cloud CX vs Amazon Connect

Compared 28% of the time

Five9 vs Amazon Connect

Compared 17% of the time

Cisco Webex Contact Center vs Amazon Connect

Compared 11% of the time

Zendesk Messaging vs Amazon Connect

Compared 6% of the time

Avaya Infinity Platform vs Amazon Connect

Compared 4% of the time

More Amazon Connect Competitors

Genesys Cloud CX vs NICE CXone

Compared 15% of the time

Cisco Webex Contact Center vs NICE CXone

Compared 7% of the time

Salesforce Service Cloud vs NICE CXone

Compared 7% of the time

Zendesk vs NICE CXone

Compared 6% of the time

Five9 vs NICE CXone

Compared 5% of the time

More NICE CXone Competitors

Product Reports

Buyer's Guide

Amazon Connect

January 2026

Download Amazon Connect product report

Buyer's Guide

NICE CXone

January 2026

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 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)

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

January 2026

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