Amazon Connect vs Mitel CX

Amazon Connect9.3Visit MCMitel CX8.8Visit

Higher score Amazon Connect #2 in Call Center Software 9.3/10 Paid ✓ 4 of 4 features Visit Amazon Connect

vs

MC Mitel CX #7 in Call Center Software 8.8/10 Pricing on request ✓ 4 of 4 features Visit Mitel CX

• Amazon Connect fits best

  AWS-centered enterprises building flexible contact centers

• Mitel CX fits best

  Hybrid environments needing broad channels

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Side by side

Feature	Amazon Connect 9.3/10 Visit ↗	MCMitel CX 8.8/10 Visit ↗
At a glance
Editor score	9.3	8.8
Ranking	#2 in Call Center Software	#7 in Call Center Software
Best for	AWS-centered enterprises building flexible contact centers	Hybrid environments needing broad channels
Pricing model	Paid	Paid
Starting price	Not checked yet	Pricing on request
Free plan	—	Not checked yet
Free trial	—	—
Deployment	Cloud	Cloud, Self-hosted
Integrations	6 integrations	6 integrations
Built for	Small business, Mid-market, Enterprise	Mid-market, Enterprise
Features Amazon Connect 4/4 · Mitel CX 4/4
Inbound calling	✓	✓
Outbound dialer	✓	✓
IVR builder	✓	✓
Workforce management	✓	✓
Specs
Digital channel scope	Omnichannel	Omnichannel
Maximum agents	Not checked yet	Not checked yet
Recording retention	Not checked yet	Not checked yet
Our review
Pros	Omnichannel routing covers voice, chat, email, and tasks. Outbound campaigns support predictive, progressive, preview, and agentless dialers. AWS, CRM, analytics, recording, workforce, and AI features are included.	Covers voice, campaigns, IVR, digital channels, and video Adds AI agents, guidance, reporting, and workforce management Connects with CRM, ERP, Salesforce, Teams, REST APIs, and WFM
Cons	Usage-based pricing can make budgeting less predictable than seat-based plans. There is no free plan. Recording retention depends on an Amazon S3 Lifecycle policy.	Pricing requires a contact-sales process Broad deployment choices require cloud or on-premises planning The extensive feature set may exceed narrow contact center needs
Our verdict	Amazon Connect is AWS’s cloud contact center service for organizations managing customer interactions across voice and digital channels. It combines inbound telephony, toll-free numbers, outbound campaigns, contact flows, IVR, routing,… Read the review →	Mitel CX is an enterprise contact center platform for organizations managing complex customer interactions across voice and digital channels. It combines inbound calling, queue management, outbound campaigns, callbacks, IVR, chat, email,… Read the review →

Strengths and trade-offs

• Amazon Connect — where it wins

  • Omnichannel routing covers voice, chat, email, and tasks.
  • Outbound campaigns support predictive, progressive, preview, and agentless dialers.
  • AWS, CRM, analytics, recording, workforce, and AI features are included.

  Where it doesn't

  • Usage-based pricing can make budgeting less predictable than seat-based plans.
  • There is no free plan.
  • Recording retention depends on an Amazon S3 Lifecycle policy.

• Mitel CX — where it wins

  • Covers voice, campaigns, IVR, digital channels, and video
  • Adds AI agents, guidance, reporting, and workforce management
  • Connects with CRM, ERP, Salesforce, Teams, REST APIs, and WFM

  Where it doesn't

  • Pricing requires a contact-sales process
  • Broad deployment choices require cloud or on-premises planning
  • The extensive feature set may exceed narrow contact center needs

• Amazon Connect9.3/10 · Paid

  A broad, usage-based contact center service for organizations built around AWS.

  Visit Amazon ConnectFull verdict →
• MCMitel CX8.8/10 · Pricing on request

  A broad enterprise contact center suite for hybrid voice and digital operations.

  Visit Mitel CXFull verdict →