Amazon Connect vs Avaya Experience Platform

Amazon Connect9.1Visit Avaya Experience Platform8.8Visit

Higher score Amazon Connect #3 in Call Center CRM Software 9.1/10 Paid ✓ 2 of 6 features Visit Amazon Connect

vs

Avaya Experience Platform #6 in Call Center CRM Software 8.8/10 Paid ✓ 2 of 6 features Visit Avaya

• Amazon Connect fits best

  Teams needing broad contact and workforce tools

• Avaya Experience Platform fits best

  Mid-market teams needing flexible deployment

Advertiser disclosure: iTechGuides is reader-supported. Vendors can pay for top positions in our rankings and for a place on other products' pages, and we may earn a commission when you click some links. Bought places stand at the number bought; this page and our disclosure say so. Paying vendors may get a fuller, more detailed review from our editors, and that review can change their score. How we rank.

Side by side

Feature	Amazon Connect 9.1/10 Visit ↗	Avaya Experience Platform 8.8/10 Visit ↗
At a glance
Editor score	9.1	8.8
Ranking	#3 in Call Center CRM Software	#6 in Call Center CRM Software
Best for	Teams needing broad contact and workforce tools	Mid-market teams needing flexible deployment
Pricing model	Paid	Paid
Starting price	Not checked yet	$48/user/mo
Free plan	—	—
Free trial	—	—
Deployment	Cloud	Cloud, Self-hosted
Platforms	Web	Web
Support	Docs	Docs
Integrations	6 integrations	6 integrations
Built for	Small business, Mid-market, Enterprise	Mid-market, Enterprise
Features Amazon Connect 2/6 · Avaya Experience Platform 2/6
Inbound calling	✓	✓
Outbound dialer	✓	✓
IVR menus	Not checked yet	Not checked yet
Call recording	Not checked yet	Not checked yet
Omnichannel messaging	Not checked yet	Not checked yet
Queue management	Not checked yet	Not checked yet
Specs
Included agent limit	Not checked yet	Not checked yet
Our review
Pros	Handles voice, chat, SMS, video, tasks, and email Combines IVR, predictive outbound dialing, and skills-based routing Includes forecasting, scheduling, analytics, and agent assistance	Combines voice, email, chat, and messaging in a browser-based desktop Adds routing, reporting, supervisor coaching, and workforce tools Supports cloud and self-hosted deployment with CRM integrations
Cons	No free plan; usage is billed by channel Workforce and agent tools may exceed a narrow voice-only need Support channels listed here are documentation	Digital, Voice, and All Media are separate paid plans Published pricing is tied to a three-year term and 200–399 concurrent users CRM and platform integrations are a focused rather than broad set
Our verdict	Amazon Connect is AWS’s cloud contact center service for organizations managing customer interactions across voice, chat, SMS, web calling and video, tasks, and email. Its scope suits teams looking to bring contact handling, routing, agent… Read the review →	Avaya Experience Platform brings voice and digital customer interactions into a contact center environment for mid-market and enterprise teams. Agents can work across voice, email, chat, and messaging in a browser-based desktop, while… Read the review →

Strengths and trade-offs

• Amazon Connect — where it wins

  • Handles voice, chat, SMS, video, tasks, and email
  • Combines IVR, predictive outbound dialing, and skills-based routing
  • Includes forecasting, scheduling, analytics, and agent assistance

  Where it doesn't

  • No free plan; usage is billed by channel
  • Workforce and agent tools may exceed a narrow voice-only need
  • Support channels listed here are documentation

• Avaya Experience Platform — where it wins

  • Combines voice, email, chat, and messaging in a browser-based desktop
  • Adds routing, reporting, supervisor coaching, and workforce tools
  • Supports cloud and self-hosted deployment with CRM integrations

  Where it doesn't

  • Digital, Voice, and All Media are separate paid plans
  • Published pricing is tied to a three-year term and 200–399 concurrent users
  • CRM and platform integrations are a focused rather than broad set

• Amazon Connect9.1/10 · Paid

  Broad contact handling and workforce features, with usage billed by channel.

  Visit Amazon ConnectFull verdict →
• Avaya Experience Platform8.8/10 · Paid

  Flexible voice and digital workflows, with published plans starting at $48 per user monthly.

  Visit AvayaFull verdict →