Amazon Connect vs Cisco Webex Contact Center comparison

Amazon Web Services (AWS) and Cisco are both solutions in the Contact Center as a Service (CCaaS) category. Amazon Web Services (AWS) is ranked #1 with an average rating of 8.5, while Cisco is ranked #6 with an average rating of 8.5. Amazon Web Services (AWS) holds a 19.2% mindshare in CCS, compared to Cisco’s 11.6% mindshare. Additionally, 100% of Amazon Web Services (AWS) users are willing to recommend the solution, compared to 100% of Cisco users who would recommend it.

Amazon Connect

Read 25 Amazon Connect reviews

2,515 Views
1,911 Comparison Views

100% willing to recommend

Cisco Webex Contact Center

Read 6 Cisco Webex Contact Center reviews

1,231 Views
1,009 Comparison Views

100% willing to recommend

Amazon Connect

Cisco Webex Contact Center

Comparison Buyer's Guide

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Executive SummaryUpdated on Jul 14, 2024

Cisco Webex Contact Center and Amazon Connect are cloud-based contact center solutions. Cisco Webex Contact Center has an advantage in customer support and deployment, while Amazon Connect stands out in customization and scalability based on user reviews.

Features: Cisco Webex Contact Center offers comprehensive reporting tools, ease of deployment, and seamless integration with Cisco products. Amazon Connect provides flexibility, ease of customization, and integration with AWS services.

Room for Improvement: Cisco Webex Contact Center could improve its customization options, reporting capabilities, and advanced analytics. Amazon Connect needs better technical support, a more intuitive setup process, and enhanced user interface.

Ease of Deployment and Customer Service: Cisco Webex Contact Center is easier and quicker to deploy, with responsive customer support. Amazon Connect has extensive deployment options but receives mixed reviews regarding setup complexity and customer service.

Pricing and ROI: Cisco Webex Contact Center is noted for competitive pricing and good ROI for small to medium-sized businesses. Amazon Connect's costs can be higher due to customization and scalability, but its advanced features provide a strong value proposition.

To learn more, read our detailed Amazon Connect vs. Cisco Webex Contact Center Report (Updated: December 2025).

Buyer's Guide

Amazon Connect vs. Cisco Webex Contact Center

December 2025

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Helped 879,259 peers since 2012

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 as a Service (CCaaS)

1st

Average Rating

8.4

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

Contact Center Platforms (1st), AI Customer Experience Personalization (1st), AI Customer Support (1st)

Cisco Webex Contact Center

Ranking in Contact Center as a Service (CCaaS)

6th

Average Rating

8.2

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of December 2025, in the Contact Center as a Service (CCaaS) category, the mindshare of Amazon Connect is 19.2%, down from 21.0% compared to the previous year. The mindshare of Cisco Webex Contact Center is 11.6%, up from 11.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Contact Center as a Service (CCaaS) Market Share Distribution
Product	Market Share (%)
Amazon Connect	19.2%
Cisco Webex Contact Center	11.6%
Other	69.2%

Contact Center as a Service (CCaaS)

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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Anan Arunlertcheevin

IT Manager at Namchow (Thailand) Ltd.

Global communication has improved customer meetings but remains costly and limited in reach

The most valuable features of Cisco Webex Contact Center are that both software platforms are the same, with only the video conference being different. The quality is acceptable for our needs. The benefits I have seen from using Cisco Webex Contact Center are that it is easy to contact customers and easy to open issues regarding hardware problems.

Read full review

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."

"There is no technical experience needed to build it. It's easy for beginners to understand and use."

"The features I found most valuable include CloudFormation, which helps use multiple stacks to deploy the services and features we want, and CloudWatch, which is useful for troubleshooting and monitoring various aspects of the contact center solution."

"The solution is easy to use and has no downtime. 99.9 percent of customers are happy with AWS cloud services. It is also easy to learn, but you need to practice daily."

"In my experience, one of the tool's most valuable features is its ease of use. Setting up a contact center can be done in just a few minutes with a few clicks. This contrasts with the hours or days it might take using other solutions."

"The Connect Lens feature most improves contact center efficiency by providing insights into customer journeys, behavior, and sentiment scores, allowing for areas of improvement to be identified and addressed."

"It integrates with major tools like Amazon Polly for text-to-speech and third-party services like Twilio and Cisco-based dialers."

"What I appreciate best about Amazon Connect is its simplicity; you can easily set up a contact center solution within a couple of hours, which is extremely beneficial."

More Amazon Connect pros

"The central management tool, Control Hub, holds significant value for the management team."

"The collaboration function is an important feature. The tool is used for telecommuting and distance communication. For example, you can use Webex if you have a global service or team that needs to collaborate online."

"Cisco technical support is outstanding."

"The technical support for Cisco Webex Contact Center is high quality and I would rate it at least nine out of ten."

"I rate the product's scalability a ten out of ten."

"The most valuable features of Cisco Webex Contact Center are that both software platforms are the same, with only the video conference being different, the quality is acceptable for our needs, and it is easy to contact customers and easy to open issues regarding hardware problems."

Cons

"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."

"Amazon recently released a new feature called 'Customer Profiles.' It's intended to be similar to Salesforce. However, feature-wise, it isn't equivalent to Salesforce yet."

"We have faced many challenges with the solution's call quality that could be improved."

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

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

"There is room for improvement in certain areas of Amazon Connect. For example, regarding holiday scheduling, the platform lacks a specific feature to declare holidays for companies on fixed dates. While basic hours and weekly schedules can be set, there's no option for declaring specific dates like national holidays. Basic scheduling options exist, but users must rely on Lambda functions for more complex rules and logic."

"For enterprises to get maximum use, we often need a dialer system. or example – you have a list of people to call, you load it, and the system automatically dials and connects you without having to manually dial each number. That's the kind of automated outbound dialing feature."

"The scalability needs improvement."

More Amazon Connect cons

"It is not straightforward for beginners but is very straightforward for those familiar with it. It can be a little complicated for those who have not worked on it before."

"Cisco Webex Contact Center needs more improvements, especially as they lagged behind initially in adopting cloud technologies."

"When comparing Cisco to free collaboration tools like Google Meet and Teams, often included with Microsoft licenses, some clients, particularly those not in the enterprise sector, might prefer the free or more cost-effective options."

"With the solution, I face issues when trying to use the screen share option."

"The scalability of the solution is limited in that it cannot scale out effectively. This is why I have attempted to use Microsoft Teams to achieve greater scalability than Cisco Webex because I believe Cisco Webex is very expensive."

Pricing and Cost Advice

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

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

"I can't speak for the pricing of other contact center solutions, but in terms of Amazon Connect, compared to other AWS products, it's one of the more expensive options. However, the cost can be low if you have a smaller team of agents or receive fewer calls. Pricing is typically based on a per-user basis."

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

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

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

"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."

More Amazon Connect pricing and cost advice

"Price-wise, it is a cheap product, especially when compared to Microsoft Teams."

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Top Industries

By visitors reading reviews

Computer Software Company

13%

Financial Services Firm

10%

Manufacturing Company

Insurance Company

Computer Software Company

14%

Financial Services Firm

13%

Insurance Company

10%

University

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	6
Midsize Enterprise	4
Large Enterprise	15

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 do you like most about Amazon Connect?

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

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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 do you like most about Cisco Webex Contact Center?

The central management tool, Control Hub, holds significant value for the management team.

See all answers

What is your experience regarding pricing and costs for Cisco Webex Contact Center?

The price of Cisco Webex Contact Center needs to be revised a little bit.

See all answers

What needs improvement with Cisco Webex Contact Center?

Cisco Webex Contact Center currently has good service, so there is no significant need to improve. I hope they can maintain their current standard in the future. Regarding product customization fea...

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Comparisons

Genesys Cloud CX vs Amazon Connect

Compared 27% of the time

Five9 vs Amazon Connect

Compared 17% of the time

NICE CXone vs Amazon Connect

Compared 10% of the time

Zendesk Messaging vs Amazon Connect

Compared 5% of the time

Vonage Contact Centers vs Amazon Connect

Compared 5% of the time

More Amazon Connect Competitors

Genesys Cloud CX vs Cisco Webex Contact Center

Compared 20% of the time

NICE CXone vs Cisco Webex Contact Center

Compared 15% of the time

Five9 vs Cisco Webex Contact Center

Compared 10% of the time

Cisco Finesse vs Cisco Webex Contact Center

Compared 8% of the time

LinkLive vs Cisco Webex Contact Center

Compared 6% of the time

More Cisco Webex Contact Center Competitors

Product Reports

Buyer's Guide

Amazon Connect

December 2025

Download Amazon Connect product report

Buyer's Guide

Contact Center as a Service (CCaaS)

November 2025

Download Cisco Webex Contact Center product report

Also Known As

AWS Connect

CC-One, BroadSoft CC-One

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)

Cisco Webex Contact Center is a Software-as-a-Service (SaaS) offering that creates a single, global queue in the cloud from which to route omnichannel customer interactions to one or more teams, sites, or outsource partners.

Cisco

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.

AON, Office Depot, American Red Cross

Buyer's Guide

Amazon Connect vs. Cisco Webex Contact Center

December 2025

Free Report: Amazon Connect vs. Cisco Webex Contact Center

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