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Amazon Connect vs Avaya
May 21, 2023 | Author: Adam Levine
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Amazon Connect provides a seamless omnichannel experience through a single unified contact center for voice, chat, and task management.
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With Avaya platform that delivers rock-solid reliability and remarkable adaptability, you can support new collaboration capabilities, applications, and customer services immediately. Choose from more than 700 features and an ever expanding, customizable applications portfolio. Plus, count on unrivaled scalability and flexibility to support everything from click-to-dial video conferencing to sophisticated contact center systems, in locations from small branches to corporate headquarters.
Amazon Connect and Avaya are both cloud-based contact center solutions, but they have some key differences.
1. Deployment Model: Amazon Connect is a fully cloud-native solution built on Amazon Web Services (AWS), while Avaya offers both on-premises and cloud deployment options. Avaya has been traditionally known for its on-premises contact center solutions and has expanded its offerings to include cloud-based options.
2. Scalability: Amazon Connect is designed to scale seamlessly to accommodate businesses of all sizes, from small teams to large enterprises. It leverages the scalability and global infrastructure of AWS to handle high call volumes and peak traffic periods. Avaya also offers scalability but may require additional hardware or infrastructure investment for larger deployments.
3. Integration Ecosystem: Amazon Connect integrates well with other AWS services and provides APIs for integration with third-party applications. It offers pre-built integrations with popular CRM platforms like Salesforce and Zendesk. Avaya has its own extensive ecosystem of integrations and partnerships, including CRM and workforce management systems, to provide a wide range of connectivity options.
4. Pricing Model: Amazon Connect follows a pay-as-you-go pricing model, where customers pay for usage-based metrics such as the number of minutes, phone numbers, and additional features. Avaya's pricing structure may vary depending on the deployment model and specific requirements, and it may involve licensing fees, hardware costs, and maintenance contracts.
5. Feature Set: Both Amazon Connect and Avaya offer core contact center features such as inbound and outbound voice calls, IVR, queuing, and routing. However, the specific feature sets and capabilities may differ. Avaya has a long-standing history in the contact center industry and offers a wide range of advanced features, including multimedia channels like chat and email, workforce optimization, and analytics. Amazon Connect focuses on providing a scalable and flexible foundation, with an emphasis on leveraging AWS services and AI-driven capabilities.
See also: Top 10 Call Center software
1. Deployment Model: Amazon Connect is a fully cloud-native solution built on Amazon Web Services (AWS), while Avaya offers both on-premises and cloud deployment options. Avaya has been traditionally known for its on-premises contact center solutions and has expanded its offerings to include cloud-based options.
2. Scalability: Amazon Connect is designed to scale seamlessly to accommodate businesses of all sizes, from small teams to large enterprises. It leverages the scalability and global infrastructure of AWS to handle high call volumes and peak traffic periods. Avaya also offers scalability but may require additional hardware or infrastructure investment for larger deployments.
3. Integration Ecosystem: Amazon Connect integrates well with other AWS services and provides APIs for integration with third-party applications. It offers pre-built integrations with popular CRM platforms like Salesforce and Zendesk. Avaya has its own extensive ecosystem of integrations and partnerships, including CRM and workforce management systems, to provide a wide range of connectivity options.
4. Pricing Model: Amazon Connect follows a pay-as-you-go pricing model, where customers pay for usage-based metrics such as the number of minutes, phone numbers, and additional features. Avaya's pricing structure may vary depending on the deployment model and specific requirements, and it may involve licensing fees, hardware costs, and maintenance contracts.
5. Feature Set: Both Amazon Connect and Avaya offer core contact center features such as inbound and outbound voice calls, IVR, queuing, and routing. However, the specific feature sets and capabilities may differ. Avaya has a long-standing history in the contact center industry and offers a wide range of advanced features, including multimedia channels like chat and email, workforce optimization, and analytics. Amazon Connect focuses on providing a scalable and flexible foundation, with an emphasis on leveraging AWS services and AI-driven capabilities.
See also: Top 10 Call Center software
