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Head-to-head · Call Center CRM Software

Amazon Connect vs Five9 Intelligent CX Platform

  • Updated Oct 2026
  • Both researched from official sources
  • 7 checks side by side
Higher score Amazon Connect #3 in Call Center CRM Software 9.1/10 Paid ✓ 2 of 6 features Visit Amazon Connect
Five9 Intelligent CX Platform #5 in Call Center CRM Software 8.9/10 Paid ✓ 6 of 6 features Visit Five9

Amazon Connect leads on 0 checks, Five9 Intelligent CX Platform on 0, and 7 are even. Who comes out ahead on the 7 yes/no, price and count checks where we have data for both products. The editor score weighs everything else too.

Our verdict

  • Highest scoreAmazon Connect · 9.1/10
  • Most featuresFive9 Intelligent CX Platform · 6 of 6

Amazon Connect scores higher on our rubric for call center crm software: 9.1 against 8.9 out of 10; our editors rank them #3 and #5.

Amazon Connect is the better fit for teams needing broad contact and workforce tools. Five9 Intelligent CX Platform is the better fit for contact centers needing blended calling and dialers.

  • Amazon Connect fits best

    Teams needing broad contact and workforce tools

  • Five9 Intelligent CX Platform fits best

    Contact centers needing blended calling and dialers

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Side by side

Feature Amazon Connect 9.1/10 Visit ↗ Five9 Intelligent CX Platform 8.9/10 Visit ↗
At a glance
Editor score 9.1 8.9
Ranking #3 in Call Center CRM Software #5 in Call Center CRM Software
Best for Teams needing broad contact and workforce tools Contact centers needing blended calling and dialers
Pricing model Paid Paid
Starting price Not checked yet $119/seat/mo
Free plan — —
Free trial — —
Deployment Cloud Cloud
Platforms Web Web
Support Docs Phone, Tickets, Community, Docs, Email · 24/7
Integrations 6 integrations 8 integrations
Built for Small business, Mid-market, Enterprise Small business, Mid-market, Enterprise
Features Amazon Connect 2/6 · Five9 Intelligent CX Platform 6/6
Inbound calling ✓ ✓
Outbound dialer ✓ ✓
IVR menus Not checked yet ✓ (best)
Call recording Not checked yet ✓ (best)
Omnichannel messaging Not checked yet ✓ (best)
Queue management Not checked yet ✓ (best)
Specs
Included agent limit Not checked yet 50 users
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
  • Inbound, outbound and blended calling with multiple dialer modes
  • Omnichannel messaging, IVR, recording and skills-based routing
  • CRM integrations, AI assistance and 24/7 support
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 plan excludes voice channels
  • Core starts at $159 per seat monthly
  • Plus, Pro and Enterprise require contacting sales
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 →

Five9 Intelligent CX Platform is a cloud contact-center service for organizations handling voice and digital customer interactions. It supports inbound, outbound and blended calling with ACD and skills-based routing, IVR with speech…

Read the review →
  1. Amazon ConnectCall Center CRM Software 9.1Paid
  2. Five9 Intelligent CX PlatformCall Center CRM Software 8.9Paid

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

  • Five9 Intelligent CX Platform — where it wins

    • Inbound, outbound and blended calling with multiple dialer modes
    • Omnichannel messaging, IVR, recording and skills-based routing
    • CRM integrations, AI assistance and 24/7 support

    Where it doesn't

    • Digital plan excludes voice channels
    • Core starts at $159 per seat monthly
    • Plus, Pro and Enterprise require contacting sales

More comparisons

All call center CRM software comparisons → · Full ranking →

Reviewed by iTechGuides Editors · Editorial team · Updated Oct 2026

Last updated · How we research and update