 |
Amazon Connect vs Cisco Contact Center
May 21, 2023 | Author: Adam Levine
15
Amazon Connect provides a seamless omnichannel experience through a single unified contact center for voice, chat, and task management.
7
Cisco Unified Contact Center Enterprise delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI), and multichannel contact management over an IP infrastructure. It combines multichannel automatic call distributor (ACD) functionality with IP telephony in a unified solution. This makes it easier for your company to rapidly deploy a distributed contact center infrastructure.
Amazon Connect and Cisco Contact Center are two prominent contact center solutions that offer various features and capabilities.
1. Deployment Model: Amazon Connect is a cloud-based contact center solution that leverages the power of Amazon Web Services (AWS) infrastructure. It offers scalability, flexibility, and ease of deployment without the need for on-premises infrastructure. Cisco Contact Center, on the other hand, provides both on-premises and cloud-based options, giving businesses the flexibility to choose the deployment model that suits their specific requirements.
2. Pricing Model: Amazon Connect follows a usage-based pricing model, where users pay for the actual usage of services such as minutes, phone numbers, and concurrent calls. Cisco Contact Center typically follows a more traditional pricing model, where users pay upfront for licenses, hardware, and ongoing maintenance costs.
3. Integration Capabilities: Both solutions offer integration capabilities with various third-party applications and systems. However, Cisco Contact Center has a long-standing presence in the market and a wide range of integration options with Cisco's extensive portfolio of collaboration and communication solutions, making it advantageous for organizations already using Cisco infrastructure.
4. Artificial Intelligence (AI) and Analytics: Amazon Connect places a strong emphasis on AI capabilities and offers pre-built AI-powered features like chatbots and natural language understanding. It also provides robust analytics and reporting functionalities. Cisco Contact Center also offers AI capabilities and analytics, but the level of out-of-the-box AI features may vary depending on the specific deployment model and additional integrations.
See also: Top 10 Call Center software
1. Deployment Model: Amazon Connect is a cloud-based contact center solution that leverages the power of Amazon Web Services (AWS) infrastructure. It offers scalability, flexibility, and ease of deployment without the need for on-premises infrastructure. Cisco Contact Center, on the other hand, provides both on-premises and cloud-based options, giving businesses the flexibility to choose the deployment model that suits their specific requirements.
2. Pricing Model: Amazon Connect follows a usage-based pricing model, where users pay for the actual usage of services such as minutes, phone numbers, and concurrent calls. Cisco Contact Center typically follows a more traditional pricing model, where users pay upfront for licenses, hardware, and ongoing maintenance costs.
3. Integration Capabilities: Both solutions offer integration capabilities with various third-party applications and systems. However, Cisco Contact Center has a long-standing presence in the market and a wide range of integration options with Cisco's extensive portfolio of collaboration and communication solutions, making it advantageous for organizations already using Cisco infrastructure.
4. Artificial Intelligence (AI) and Analytics: Amazon Connect places a strong emphasis on AI capabilities and offers pre-built AI-powered features like chatbots and natural language understanding. It also provides robust analytics and reporting functionalities. Cisco Contact Center also offers AI capabilities and analytics, but the level of out-of-the-box AI features may vary depending on the specific deployment model and additional integrations.
See also: Top 10 Call Center software
