Amazon Connect vs Siebel Contact Center comparison

Amazon Web Services (AWS) and Oracle are both solutions in the Contact Center Platforms category. Amazon Web Services (AWS) is ranked #1 with an average rating of 8.4, while Oracle is ranked #7 with an average rating of 8.0. Amazon Web Services (AWS) holds a 13.7% mindshare in CCP, compared to Oracle’s 2.4% mindshare. Additionally, 100% of Amazon Web Services (AWS) users are willing to recommend the solution, compared to 100% of Oracle users who would recommend it.

Amazon Connect

Read 25 Amazon Connect reviews

2,737 Views
1,724 Comparison Views

100% willing to recommend

Siebel Contact Center

Read 1 Siebel Contact Center review

333 Views
236 Comparison Views

100% willing to recommend

Amazon Connect

Siebel Contact Center

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Amazon Connect and Siebel Contact Center based on real PeerSpot user reviews.

Find out what your peers are saying about Amazon Web Services (AWS), Genesys, Five9 and others in Contact Center Platforms.

To learn more, read our detailed Contact Center Platforms Report (Updated: January 2026).

Buyer's Guide

Contact Center Platforms

January 2026

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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:

Categories and Ranking

Amazon Connect

Ranking in Contact Center Platforms

1st

Average Rating

8.4

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

Contact Center as a Service (CCaaS) (1st), AI Customer Experience Personalization (1st), AI Customer Support (1st)

Siebel Contact Center

Ranking in Contact Center Platforms

7th

Average Rating

8.0

Reviews Sentiment

7.3

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of January 2026, in the Contact Center Platforms category, the mindshare of Amazon Connect is 13.7%, down from 26.6% compared to the previous year. The mindshare of Siebel Contact Center is 2.4%, up from 1.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Contact Center Platforms Market Share Distribution
Product	Market Share (%)
Amazon Connect	13.7%
Siebel Contact Center	2.4%
Other	83.9%

Contact Center Platforms

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.

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reviewer2492265

Freelancer at a consultancy with 51-200 employees

Has efficient automation features and the ability to integrate with multiple systems

The initial setup is quite difficult for the latest versions from 2020 and beyond and can take about four to five hours. It can now be deployed on the cloud. Oracle offers the same images for on-premise and cloud deployments, making it easy to switch between the two. I created the docker image using VM and completed the setup in a few hours.

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

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

"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."

"There are a lot of features with Amazon Connect. One is the pay-as-you-go model. I don't have to buy any infrastructure or servers, licenses, or contracts. From a financial point of view, there's no upfront capital expenditure (capex) cost. Everything is pay-as-you-go."

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

"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."

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

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

"The solution is easy to use and has no downtime. 99.9 percent of customers are happy with AWS cloud services. It is also easy to learn, but you need to practice daily."

More Amazon Connect pros

"You can integrate it with various systems for batch processing and other configurations."

Cons

"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."

"Amazon Connect could benefit from having flow blocks that do that naturally without having another company behind it supporting it."

"The scalability needs improvement."

"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."

"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."

"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."

"We have faced many challenges with the solution's call quality that could be improved."

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

More Amazon Connect cons

"The product can be complicated to develop, as many methods exist to achieve solutions."

Pricing and Cost Advice

"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."

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

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

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

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

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

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

More Amazon Connect pricing and cost advice

"The platform is expensive."

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Top Industries

By visitors reading reviews

Computer Software Company

12%

Financial Services Firm

11%

Insurance Company

Government

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	6
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.

See all answers

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 is your experience regarding pricing and costs for Siebel Contact Center?

The platform is expensive. Many metrics for these licenses are mainly user-based, which makes it quite costly. I rate the pricing a ten.

See all answers

What needs improvement with Siebel Contact Center?

The product can be complicated to develop, as many methods exist to achieve solutions. This complexity can make it challenging to find the right approach. Also, AI integration could be expanded.

See all answers

What is your primary use case for Siebel Contact Center?

Our customers use it to store all their customer data and manage their processes. The Contact Center integrates with the CTI platform so that when a customer calls, the agent has access to the cust...

See all answers

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

NICE CXone vs Amazon Connect

Compared 9% of the time

LiveVox vs Amazon Connect

Compared 2% of the time

More Amazon Connect Competitors

Oracle Fusion Service vs Siebel Contact Center

Compared 27% of the time

TalkDesk vs Siebel Contact Center

Compared 25% of the time

More Siebel Contact Center Competitors

Product Reports

Buyer's Guide

Amazon Connect

January 2026

Download Amazon Connect product report

Buyer's Guide

Contact Center Platforms

January 2026

Download Siebel Contact Center product report

Also Known As

AWS Connect

No data available

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)

Oracle's Siebel Contact Center transforms a business's call center into an integral part of its total sales, marketing, and service delivery strategy. The application enables agents to handle service, support, and sales interactions seamlessly across all communication channels. As a result, businesses can reduce costs while enhancing service delivery.

Oracle

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.

Southwest Airlines Co., Smiles S.A., Telekom Deutschland GmbH, Turk Telekom, Contact Management Center A.S., City of Atlanta, Ricoh Europe plc., City of Atlanta, BT

Buyer's Guide

Contact Center Platforms

January 2026

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