Amazon Connect vs Avaya Infinity Platform comparison

Amazon Web Services (AWS) and Avaya are both solutions in the Contact Center Platforms category. Amazon Web Services (AWS) is ranked #1 with an average rating of 8.7, while Avaya is ranked #6 with an average rating of 9.0. Amazon Web Services (AWS) holds a 9.5% mindshare in CCP, compared to Avaya’s 7.4% mindshare. Additionally, 100% of Amazon Web Services (AWS) users are willing to recommend the solution, compared to 100% of Avaya users who would recommend it.

Amazon Connect

Read 26 Amazon Connect reviews

5,929 Views
3,202 Comparison Views

100% willing to recommend

Avaya Infinity Platform

Read 2 Avaya Infinity Platform reviews

2,376 Views
2,043 Comparison Views

100% willing to recommend

Amazon Connect

Avaya Infinity Platform

Comparison Buyer's Guide

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Executive SummaryUpdated on Feb 22, 2026

Avaya Infinity Platform and Amazon Connect compete in the cloud contact center market. Amazon Connect seems to have the upper hand due to its comprehensive features and perceived value.

Features: Avaya Infinity Platform offers robust integration capabilities, customizable solutions, and caters to diverse enterprise needs. Amazon Connect provides flexible architecture, integration with AWS services, and a scalable reliable solution.

Ease of Deployment and Customer Service: Avaya Infinity Platform is noted for backend support and structured deployment, ensuring seamless implementation for complex environments. Amazon Connect offers a simplified quick-start deployment process with strong AWS customer service.

Pricing and ROI: Avaya Infinity Platform is recognized for competitive setup costs and high ROI potential, beneficial for large-scale deployments. Amazon Connect has a pay-as-you-go pricing model that allows for cost-effectiveness and scalable ROI, appealing to various businesses.

To learn more, read our detailed Amazon Connect vs. Avaya Infinity Platform Report (Updated: August 2026).

Buyer's Guide

Amazon Connect vs. Avaya Infinity Platform

August 2026

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Amazon Connect

Ranking in Contact Center Platforms

1st

Average Rating

8.4

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

Contact Center as a Service (CCaaS) (2nd), AI Customer Experience Personalization (1st), AI Customer Support (1st)

Avaya Infinity Platform

Ranking in Contact Center Platforms

6th

Average Rating

9.6

Reviews Sentiment

8.6

Number of Reviews

Ranking in other categories

Communications Platform as a Service (CPaaS) (3rd)

Mindshare comparison

As of August 2026, in the Contact Center Platforms category, the mindshare of Amazon Connect is 9.5%, down from 23.9% compared to the previous year. The mindshare of Avaya Infinity Platform is 7.4%, down from 8.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Contact Center Platforms Mindshare Distribution
Product	Mindshare (%)
Amazon Connect	9.5%
Avaya Infinity Platform	7.4%
Other	83.1%

Contact Center Platforms

Featured Reviews

Santiago Enrique Montoya Sandoval

Voice Engineer at Softtek

Enables seamless integration with leading customer support platforms and offers reliable and scalable communication solutions

The feature I find best about Amazon Connect, which is currently on trend, is the artificial intelligence. It helps us maintain continuity with the client. For instance, if a client calls for a ticket and calls again after three days, we can keep the same ticket or request to provide follow-up with the same agent or person. That is a valuable feature. Another important capability I discovered is that, from a technical perspective, you can select the caller ID in such a way that if one of your direct numbers fails, you can select another one to proceed with the calls. The system is not dependent on one calling number.

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Abeer ELADAWY

Deputy Senior Manager, Customer Interaction Management at DEWA

Provides omnichannel AI features and has good routing capabilities

The routing capabilities are excellent. We have priority routing set up for VIP customers, disabled customers, and those with special needs, ensuring they receive prompt and efficient service. We have implemented a use case where AI helps when a customer calls and says, "My bill is high." The AI searches the customer's profile to check if the high consumption is real or just a misunderstanding. If it is high, the AI creates a notification for the backend to check the issue. The system automatically generates the bill and the notification for the agent, who then views and either submits or rejects the notification. I recommend using the solution for all the features I have mentioned before, including the excellent AI experience, omnichannel, self-service, and customer journey features. I rate it a nine.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The tool's most valuable feature is its simplicity and ease of use. Unlike other cloud contact centers, Amazon Connect allows easy drag-and-drop actions. Additionally, it integrates with other AWS services like Lambda."

"The stability of the application and the services of Amazon Connect is very good, especially when it integrates with Lex, making the customer service solution more efficient."

"Amazon recently launched a new service within Amazon Connect called Workforce Management (WFM). Only a few companies like NICE and Genesys offer comparable WFM solutions. Amazon Connect's WFM features are robust, allowing for agent scheduling, tracking their status (on call, on leave, on break, etc.)."

"Amazon Connect is really simple, straightforward, and very flexible."

"Amazon Connect has positively impacted our organization because we used to have manual processing to gather more information and then create the summary, which takes time for our customers, but now it's a plug-in solution, and this summary is very helpful for us to review and settle the claim early."

"The feature I find best about Amazon Connect, which is currently on trend, is the artificial intelligence; it helps us maintain continuity with the client—for instance, if a client calls for a ticket and calls again after three days, we can keep the same ticket or request to provide follow-up with the same agent or person."

"It is easy for a beginner to learn to use Amazon Connect for the first time."

"Amazon Connect enhances customer experience by reducing operating costs due to its cloud-based pay-as-you-go model."

More Amazon Connect pros

"The technical support services are good."

"Avaya offers some of the most widely used (and therefore tested and improved) contact center solutions available."

"It's scalable, it's fast, and it is very robust."

Cons

"Amazon Connect could benefit from having flow blocks that do that naturally without having another company behind it supporting it."

"The tool needs to improve its bandwidth. When multiple users use Lambda functions, there can be timeouts from the Lambda function due to coding constraints. If it times out, the Lambda function fails and switches to an alternative branch. Improving bandwidth could address this issue."

"Due to network issues, the agent desktop might be affected. If the firewall blocks the agent's desktop, connectivity might be disrupted."

"One area for improvement with Amazon Connect lies in the cost structure, particularly for use cases involving smaller data volumes. While it's simple to establish communication channels, the pricing model may result in higher costs for such scenarios. This presents a challenge that organizations may encounter, especially if they aim to optimize efficiency while managing smaller data transfers."

"Support for Amazon Connect is adequate. I won't say it's exceptional about the support, but you can get assistance whenever it is needed."

"However, issues that involve other AWS services sometimes delay resolution."

"The technical support from AWS is average.It is average because not every time I find a solution."

"For a company with technical resources, it's a great tool. But for someone who wants a pre-packaged solution where everything is ready to use with some customization, it's a little more challenging."

More Amazon Connect cons

"Its scalability means that it is not a simple 'install and forget' setup."

"The solution should be more flexible on-premises. We are currently on-premises and looking to move to the cloud."

"Avaya Contact Center solutions might not be the cheapest solution available (but you certainly get what you pay for)."

Pricing and Cost Advice

"I rate the tool's pricing an eight out of ten."

"The pricing of the Amazon is reasonable compared to other cloud providers."

"The tool's licensing model is pay-as-you-go."

"The tool is cheaper than on-premise contact centers."

"The licensing is a pay-as-you-go model."

"I would rate the pricing a nine out of ten, with ten being the most affordable."

"The solution is neither very expensive nor very cheap."

"Amazon Connect has a pay-as-you-go model. But I have a slightly different perspective on it."

More Amazon Connect pricing and cost advice

"Avaya Contact Center solutions might not be the cheapest solution available (but you certainly get what you pay for)."

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Top Industries

By visitors reading reviews

Financial Services Firm

11%

Outsourcing Company

Computer Software Company

Manufacturing Company

17%

Financial Services Firm

12%

Insurance Company

Comms Service Provider

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	6
Midsize Enterprise	4
Large Enterprise	16

No data available

Questions from the Community

Which is better - Genesys Cloud or Amazon Connect?

Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center management software was the better fit for us. We decided to go with Genesys Cloud. Ge...

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What is your experience regarding pricing and costs for Amazon Connect?

Most of my customers are not going with the pay-as-you-go pricing model, as they prefer yearly contracts or three-year contracts. They reserve it. So not all the services we used are pay-as-you-go;...

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What needs improvement with Amazon Connect?

To improve the reporting, it would be beneficial to provide better visualization of the data. Currently, you typically have to take the data out into another service to make it readable and underst...

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Comparisons

Genesys Cloud CX vs Amazon Connect

Compared 15% of the time

Five9 vs Amazon Connect

Compared 9% of the time

NICE CXone vs Amazon Connect

Compared 8% of the time

Cisco Webex Contact Center vs Amazon Connect

Compared 5% of the time

Siebel Contact Center vs Amazon Connect

Compared 4% of the time

More Amazon Connect Competitors

Genesys Cloud CX vs Avaya Infinity Platform

Compared 12% of the time

Five9 vs Avaya Infinity Platform

Compared 8% of the time

InterDialog Unified Contact Center vs Avaya Infinity Platform

Compared 7% of the time

LinkLive vs Avaya Infinity Platform

Compared 6% of the time

Aspect Unified IP vs Avaya Infinity Platform

Compared 5% of the time

More Avaya Infinity Platform Competitors

Product Reports

Buyer's Guide

Amazon Connect

August 2026

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Buyer's Guide

Contact Center Platforms

August 2026

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Also Known As

AWS Connect

Avaya IX Contact Center, Avaya Call Center, Avaya Intelligent Xperiences Contact Center , Avaya OneCloud

Overview

Amazon Connect offers a cloud-based contact center solution, featuring seamless AWS integration and AI capabilities like Lex Bot. It enables cost-effective, scalable operations across global locations with a pay-as-you-go model, eliminating maintenance fees and hardware requirements.

Amazon Connect revolutionizes contact centers by integrating AI-driven automation and real-time analytics for efficient operations. It supports agents with flexible call routing, machine learning insights, and an intuitive design. Businesses benefit from its scalability and reliability while leveraging its global reach. While it excels in many areas, improvements are needed in pricing structure, workforce management features, CRM integration, and multi-channel communication capabilities. Further enhancements in call quality, outbound call features, and security would strengthen its market position.

What are the most important features of Amazon Connect?

Seamless AWS Integration: Easily connects with AWS services for enhanced operations.
AI Capabilities: Utilizes Lex Bot for intelligent call handling and automation.
Flexible Call Routing: Adjusts to meet diverse business needs and workflows.
User-Friendly Interface: Allows quick setup and management.
Analytics and Machine Learning: Provides real-time insights and automation.

What benefits and ROI should users look for in reviews?

Cost-Effectiveness: Pay-as-you-go model minimizes expenses without maintenance fees.
Scalability: Adapts to business growth across global locations.
Reliability: Ensures continuous and seamless operations.
Efficiency: Reduces need for VoIP hardware, optimizing resources.
Omni-channel Capabilities: Supports voice, chat, and email communication.

Amazon Connect is widely utilized by organizations migrating from traditional contact center solutions like Cisco and Avaya. Integrated with CRM systems such as Salesforce and ServiceNow, it enhances call routing, IVR, and agent dashboards, promoting efficiency. Industries benefit from its AI-driven automation and softphones to streamline communication processes, particularly in those seeking to modernize and achieve seamless omnichannel customer engagement.

Amazon Web Services (AWS)

Avaya Infinity Platform offers a unified communication and collaboration experience tailored for businesses. It integrates various technologies to enhance enterprise operations, ensuring seamless interactions and processes.

Designed for organizations seeking to improve communication and collaboration, Avaya Infinity Platform consolidates multiple functionalities into one. It supports voice, video, messaging, and conferencing tools, all aimed at enhancing team and customer interactions. Its robust framework allows companies to streamline processes, reducing inefficiencies while promoting effective communication. Avaya Infinity Platform adapts to different business environments, transforming communication strategies to achieve cloud-based and on-premise goals.

What are the key features of Avaya Infinity Platform?

Unified Communication: Integrates voice, video, and messaging for seamless interactions.
Scalability: Adapts to business growth with flexible capacity expansion.
AI Integration: Utilizes AI for enhanced analytics and decision-making.
Cross-Platform Support: Compatible across different devices for versatile use.
Security Protocols: Advanced measures to protect data and communication integrity.

What benefits and ROI should you expect from Avaya Infinity Platform?

Enhanced Efficiency: Streamlines communication, reducing delays and improving outcomes.
Cost Reduction: Optimizes resource allocation, further minimizing operational expenses.
Improved Collaboration: Facilitates teamwork through versatile tools and integrations.
Scalable Solutions: Provides growth options without significant infrastructure changes.

Avaya Infinity Platform is effectively utilized in industries like finance, healthcare, and education. In finance, it enhances secure client communication. Healthcare benefits from real-time video consultations and collaborative decision-making. Education uses it to offer remote learning and virtual classrooms. Its adaptability to diverse industry requirements enables customized implementations that drive meaningful improvements.

Avaya

Sample Customers

Capital One, Intuit, Adobe, Siemens, LegalZoom, DXC technology, Rackspace, Bellhop, American Preparatory Academy, The University of Texas at Dallas, University of Auckland, Origin Energy, and others.

RSA Medical, MOBITECHS, Capita IT Services, Pan Pacific Hotels Group, Maccabi Healthcare Services, SR Technics, Hampshire County Council, Severn Trent Water, SMECO, nTelos

Buyer's Guide

Amazon Connect vs. Avaya Infinity Platform

August 2026

Free Report: Amazon Connect vs. Avaya Infinity Platform

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