Amazon Connect vs Evolve IP Unified Contact Center comparison

Amazon Web Services (AWS) and Evolve IP are both solutions in the Contact Center as a Service (CCaaS) category. Amazon Web Services (AWS) is ranked #2 with an average rating of 8.3, while Evolve IP is ranked #17. Amazon Web Services (AWS) holds a 21.3% mindshare in CCS, compared to Evolve IP’s 0.1% mindshare. Additionally, 100% of Amazon Web Services (AWS) users are willing to recommend the solution.

Amazon Connect

Read 18 Amazon Connect reviews

1,394 Views
1,087 Comparison Views

100% willing to recommend

Evolve IP Unified Contact C...

47 Views
10 Comparison Views

Amazon Connect

Evolve IP Unified Contact C...

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Amazon Connect and Evolve IP Unified Contact Center based on real PeerSpot user reviews.

Find out what your peers are saying about Five9, Amazon Web Services (AWS), Genesys and others in Contact Center as a Service (CCaaS).

To learn more, read our detailed Contact Center as a Service (CCaaS) Report (Updated: May 2025).

Buyer's Guide

Contact Center as a Service (CCaaS)

May 2025

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Helped 850,747 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)

2nd

Average Rating

8.4

Reviews Sentiment

7.9

Number of Reviews

Ranking in other categories

Contact Center Platforms (1st)

Evolve IP Unified Contact C...

Ranking in Contact Center as a Service (CCaaS)

17th

Average Rating

0.0

Number of Reviews

Ranking in other categories

Workforce Engagement Management (34th)

Mindshare comparison

As of May 2025, in the Contact Center as a Service (CCaaS) category, the mindshare of Amazon Connect is 21.3%, up from 19.4% compared to the previous year. The mindshare of Evolve IP Unified Contact Center is 0.1%, down from 0.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Contact Center as a Service (CCaaS)

Featured Reviews

Rajni Kumar Jha

Senior Software Engineer at JPMorgan Chase & Co.

Offers good reliability, works well for hybrid environment, totally managed by Amazon but needs to integrate third-party CRM tools like Salesforce

My recommendation depends on your exact requirements. It involves the following aspects: * What's the size of your operation? * What specific purposes do you have in mind? * Could you elaborate on how you intend to use it? For example, if I have a call center with 30 people, and I primarily want to use it for call center operations. I wouldn't recommend Avaya or Cisco. I'd suggest considering either Amazon Connect or Salesforce Service Cloud (voice services). For Amazon Connect, I'd rate it a seven out of ten. There are a few features they still need to improve, particularly with Customer Profiles and case management. If these features become as robust as Salesforce, then Amazon Connect could be a complete contact center solution without the need to integrate third-party CRM tools like Salesforce.

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Top Industries

By visitors reading reviews

Computer Software Company

16%

Financial Services Firm

Insurance Company

Government

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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?

The pricing is rated ten due to its scalability and cost-effectiveness based on the level of usage. Several services are available to choose from, charging only when Lambda functions are triggered....

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Comparisons

Genesys Cloud CX vs Amazon Connect

Compared 22% of the time

Five9 vs Amazon Connect

Compared 21% of the time

Cisco Webex Contact Center vs Amazon Connect

Compared 19% of the time

NICE CXone vs Amazon Connect

Compared 8% of the time

Zendesk Chat vs Amazon Connect

Compared 6% of the time

More Amazon Connect Competitors

No data available

Product Reports

Buyer's Guide

Amazon Connect

May 2025

Download Amazon Connect product report

Buyer's Guide

Workforce Engagement Management

April 2025

Download Evolve IP Unified Contact Center product report

Also Known As

AWS Connect

Evolve Unified Contact Center

Overview

Amazon Connect is a cloud-based contact center solution known for easy setup, flexible contact flow design, and integration with AWS services. It features a pay-as-you-go pricing model, offering real-time analytics, scalability, and support for both chat and voice interactions.

Amazon Connect facilitates seamless communication by integrating with CRM platforms like Salesforce and ServiceNow. It supports functionalities such as softphones, IVR systems, and AI-driven capabilities like sentiment analysis. Companies transitioning from traditional systems benefit from flexible call routing, customer interaction management, and AWS service integration. However, there are challenges like complex integration processes, limited outbound features, and a need for improved call quality and reporting customization.

What are the most important features of Amazon Connect?

Flexible Contact Flow: Easy drag-and-drop design for contact flows.
Integration: Seamless AWS and CRM platform integration.
Scalability: Efficient cloud-based scalability options.
Real-time Analytics: Offers insightful data analysis and metrics.
Voicemail Integration: Effective and efficient voicemail solutions.

What benefits should users look for in Amazon Connect reviews?

Pricing Flexibility: No upfront costs with pay-as-you-go model.
Enhanced Efficiency: Supports diverse communication methods.
Seamless Operations: Simplified operations through drag-and-drop actions.
Improved Interaction Management: AI-driven features for sentiment analysis.

Amazon Connect sees implementation across industries needing efficient cloud-based contact center management. Financial services, healthcare, and retail sectors utilize its integration capabilities with CRM systems and AWS for streamlined communication processes, capitalizing on AI and analytics features to enhance customer interactions.

Amazon Web Services (AWS)

Demand for cloud contact centers continues to rise and organizations are demanding more sophisticated solutions from service providers. Historically, Contact Center as a Service (CCaaS) solutions were designed to be delivered over the existing PBX. This empowered contact center leadership to embrace CCaaS due to its quick delivery and its ability to offer advanced features without the necessity of a massive IT project or capital expenditure.
In this “Overlay” delivery model, customers retain their PBX (onpremises or otherwise) and “lay” a CCaaS solution “over” top of that PBX. Operating in this Overlay scenario became common in the marketplace but customers no longer want the pitfalls and gotchas inherent to the CCaaS overlay delivery model.

Evolve IP

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.

BP Business Solutions, Ogletree

Buyer's Guide

Contact Center as a Service (CCaaS)

May 2025

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We monitor all Contact Center as a Service (CCaaS) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.