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Interaction Center VS Amazon Connect

Compare Interaction Center VS Amazon Connect and see what are their differences

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Interaction Center logo Interaction Center

Customer Communications Management

Amazon Connect logo Amazon Connect

A self-service, cloud-based call center 📞
  • Interaction Center Landing page
    Landing page //
    2023-08-27
  • Amazon Connect Landing page
    Landing page //
    2021-11-02

Interaction Center features and specs

No features have been listed yet.

Amazon Connect features and specs

  • Scalability
    Amazon Connect is designed to scale according to business needs, allowing organizations to quickly adapt to changes in call volume without the need for additional infrastructure investments.
  • Cost-Effective
    With a pay-as-you-go pricing model, Amazon Connect allows businesses to only pay for the usage, reducing upfront costs and making it affordable for businesses of all sizes.
  • Integration
    Amazon Connect easily integrates with other AWS services and third-party applications, providing a seamless experience and enabling enhanced functionalities.
  • Ease of Use
    The service provides an intuitive interface that allows users to set up and manage their contact center without extensive IT resources, simplifying implementation and operation.
  • Omnichannel Capabilities
    Amazon Connect supports multiple communication channels including voice, chat, and tasks, offering a unified experience for both agents and customers.

Possible disadvantages of Amazon Connect

  • Complexity in Advanced Features
    While the basic setup is straightforward, leveraging more advanced features and integrations can become complex and may require expert knowledge and resources.
  • Dependency on AWS Ecosystem
    Businesses heavily reliant on Amazon Connect may find themselves increasingly dependent on the AWS ecosystem, which could potentially limit future flexibility.
  • Variable Costs
    Although cost-effective, the variable pricing model could lead to unpredictability in billing, especially for companies with fluctuating call volumes.
  • Limited Local Support
    Depending on the region, local support for implementation and ongoing troubleshooting may be limited, potentially leading to delays in addressing issues.
  • Customization Constraints
    While offering a range of features, there may be limitations on how deeply the solution can be customized to meet specific business needs.

Interaction Center videos

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Amazon Connect videos

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Get Started in Minutes with Amazon Connect in Your Contact Center - AWS Online Tech Talks

More videos:

  • Review - Amazon Connect Webinar - Create an Exceptional Contact Center Experience on AWS

Category Popularity

0-100% (relative to Interaction Center and Amazon Connect)

Interaction Center

Amazon Connect

Communication
19 19%
Communication
81% 81
Enterprise Communication
20 20%
Enterprise Communication
80% 80
Cloud Contact Center
100 100%
Cloud Contact Center
0% 0
Call Center Software
18 18%
Call Center Software
82% 82

User comments

Share your experience with using Interaction Center and Amazon Connect. For example, how are they different and which one is better?
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Social recommendations and mentions

Based on our record, Amazon Connect seems to be more popular. It has been mentiond 9 times since March 2021. We are tracking product recommendations and mentions on various public social media platforms and blogs. They can help you identify which product is more popular and what people think of it.

Interaction Center mentions (0)

We have not tracked any mentions of Interaction Center yet. Tracking of Interaction Center recommendations started around Mar 2021.

Amazon Connect mentions (9)

  • Automating Voicebot Deployments for Amazon Connect
    AWS provides a straightforward approach to create voice-based AI agents in Amazon Connect using the Management Console. With just a couple of clicks you can set up an Amazon Lex bot with all your customers' intents, easily pair it with an Amazon Connect Flow, and voila, your bot is ready to take some customer inquiries. - Source: dev.to / 6 months ago
  • Being Data-Driven is a Mindset Shift
    Amazon Connect (cloud contact center). - Source: dev.to / over 2 years ago
  • GPT-Powered chatbot over the phone - Try it, and see how it was built
    Amazon Connect is a powerful solution that lets us set up a phone number, build contact flows, support call centre agents, and everything in-between. It's not exactly a leader in this space, but it's smooth integration with other AWS Services makes it a breeze for this scenario. - Source: dev.to / almost 3 years ago
  • Amazon to Close 4 of Its 5 US Call Centers, Shifts to Work-from-Home
    I wonder if Amazon is using Amazon Connect to allows agents to answer these calls remotely. https://aws.amazon.com/connect/. - Source: Hacker News / about 3 years ago
  • Gotta love the messaging
    One of my contracts im working on at the moment is creating an entire call centre automatically with https://aws.amazon.com/connect/ - imagine how many people used to be involved in running a WHOLE call centre. You don't even need real people anymore, im just programming the thing to query databases and read the results to people. Source: about 3 years ago
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What are some alternatives?

When comparing Interaction Center and Amazon Connect, you can also consider the following products

Genesys - Genesys provides omnichannel customer experience and contact center solutions in the cloud and on-premises.

Genesys Cloud - As the foundation of great customer experience, the Genesys PureCloud contact center platform empowers your business to provide excellent service across the entire customer journey.

Aircall - Aircall is a call center software of a new generation designed for fast growing companies. Setup instantly and integrates to your CRMs

Genesys PureConnect - The Genesys PureConnect platform is an all-in-one customer experience solution that’s easy to use, flexible and customizable to your business needs.

Genesys PureCloud - Utilities, Application Utilities, and Contact Management

Five9 - Five9 provides cloud-based call center software for sales, marketing and support.

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