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Amazon Connect vs Five9 comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Apr 6, 2025

Review summaries and opinions

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

ROI

Sentiment score
4.6
Amazon Connect offers cost savings and efficiency for remote workforces, integrating well with systems for a strong ROI.
Sentiment score
7.8
Five9 improves efficiency and cost savings through automation, workforce optimization, and seamless cloud transition, reducing payroll expenses.
It is one of the three most valuable contact center applications available nowadays.
 

Customer Service

Sentiment score
6.1
Amazon Connect's support is appreciated for responsiveness and expertise, but some users suggest improvements in response time and personalized support.
Sentiment score
7.4
Five9 support is generally responsive, but complex issue resolution can be delayed, with varying user experiences reported.
Globally, there are not enough engineers with sufficient experience with Amazon Connect.
Support is available via web, phone, and email based on incident priority.
Amazon Connect's customer support team is generally very good.
The technical support for Five9 has been exemplary.
Five9 offers multiple support options.
 

Scalability Issues

Sentiment score
6.5
Amazon Connect efficiently scales for contact centers, seamlessly integrating with services, excelling in high call volumes, and improving cost efficiency.
Sentiment score
8.1
Five9 offers robust scalability for thousands of agents, with manageable capacity adjustments despite a non-multi-tenant structure.
This is a serverless service, so it will automatically scale to any number of calls that you need or require.
Amazon Connect is scalable and supports both small and high-volume contact centers with consistent performance.
It is a native feature that AWS has because scalability is part of the nature of this product.
We face scaling issues, especially when trying to scale up bigger contact centers.
 

Stability Issues

Sentiment score
7.3
Users praise Amazon Connect's reliability and stability, with few outages, ensuring seamless performance even during heavy usage.
Sentiment score
7.3
Users rate Five9 as reliable but note occasional outages; they appreciate its quick recovery and server redundancy.
There have been no outages experienced so far.
Regarding the stability of Amazon Connect, in my case, the stability is 100%.
In my experience, I have not encountered major downtime.
During training and demos, resiliency tests failed, which was not ideal.
 

Room For Improvement

Amazon Connect faces challenges with pricing, integration, and limited features; improvements in scalability, reporting, and outbound calls are needed.
Five9 users report issues with call quality, UI design, reporting, integration, pricing, and require better support and omnichannel management.
There is little information and support about Amazon Connect.
The cost of the product is somewhat expensive.
Importing data from non-native Amazon Connect channels into workforce management.
I would like a feature where reports such as AHT or workforce-related reports can be generated automatically without starting from scratch.
Five9 should provide free training resources for end users, including agents, supervisors, and admins.
The solution lacks versioning in scripting, making it crucial to manually back up scripts to prevent rollbacks from causing issues.
 

Setup Cost

Amazon Connect offers a cost-effective, scalable solution with pay-as-you-go pricing, despite potential increased costs for complex integrations.
Enterprise buyers value Five9's flexible, cost-effective pricing, allowing scalable features and reducing upfront investment compared to on-premises solutions.
Rated four out of ten in terms of expense.
They just rent the specific resources they need, which reduces high costs from hardware, software licenses, and operating systems.
 

Valuable Features

Amazon Connect offers seamless AWS integration, scalability, omnichannel support, and easy setup with a pay-as-you-go model.
Five9 offers robust CRM integration, AI tools, and customization, enhancing call center productivity and efficiency with strong support.
It features an interactive voice recognition system, a drag-and-drop interface for contact flows, natural language processing through Amazon Lex, and robust analytics through Connect Lens.
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.
Five9 provides powerful CRM integration capabilities with platforms like Salesforce, Zendesk, and Oracle Service Cloud, making it highly valuable for large companies.
The ability to automatically populate borrower details when the call comes in using the Loan Pop feature enhances call efficiency dramatically.
It pre-fills variables from a form and routes to the correct agent, reducing handling times and increasing single-call resolution.
 

Categories and Ranking

Amazon Connect
Ranking in Contact Center Platforms
1st
Ranking in Contact Center as a Service (CCaaS)
1st
Average Rating
8.4
Reviews Sentiment
7.2
Number of Reviews
23
Ranking in other categories
No ranking in other categories
Five9
Ranking in Contact Center Platforms
2nd
Ranking in Contact Center as a Service (CCaaS)
2nd
Average Rating
8.6
Reviews Sentiment
7.8
Number of Reviews
24
Ranking in other categories
Workforce Engagement Management (2nd), Contact Center Infrastructure (1st), Sales Force Automation (4th)
 

Mindshare comparison

As of September 2025, in the Contact Center Platforms category, the mindshare of Amazon Connect is 19.9%, down from 26.2% compared to the previous year. The mindshare of Five9 is 13.4%, down from 15.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Contact Center Platforms Market Share Distribution
ProductMarket Share (%)
Amazon Connect19.9%
Five913.4%
Other66.7%
Contact Center Platforms
 

Featured Reviews

Rajni Kumar Jha - PeerSpot reviewer
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.
Devan Baucom - PeerSpot reviewer
Has many features, provides good technical support, is scalable, and has no downtime
Five9 has a lot of AI tools, which I find valuable. It offers transcription services and a power dialer for outbound dialing. I like that Five9 is built for outbound and suitable for that purpose. Another valuable feature of the solution is the screen pop where, as a rep or agent, when your customer answers the phone, you'll immediately see customer details on your screen, which is helpful, especially if you have a lot of customers. Five9 also has the Intelligent Virtual Agent feature, which I find good, though there may be some legal implications. Still, I find Five9 a great solution that seamlessly helps customers engage with brands. Agent Assist is another good feature of Five9. That feature is useful because you can help agents in real-time while on the call. It's as if the manager is behind an agent, helping and telling that agent what to say and hearing what the customer says. Agent Assist lets you support every agent automatically, in a more scalable way, without listening to every call. Five9 also comes with WorkFlow Automation or Studio Flow, a nice feature because it's drag-and-drop, where even a non-engineer can build out a campaign and have different aspects to the campaign, for example, call routing. In the past, you had to be an engineer to build campaigns in Five9 or get on a call with the Five9 team and ask the team to make the changes, but nowadays, it's drag-and-drop, which is very helpful. I've also used the Workforce Optimization feature in Five9, though not as much. Still, I'm familiar with some of its capabilities, such as optimizing the time of day or days of the week when your team's the busiest, making optimizations when you don't need as many reps, or when you need more reps in place to match the bandwidth of calls coming in. Definitely, Workforce Optimization is beneficial and essential for my customers nowadays. Five9 can integrate with various CRMs, and I find that essential. The solution has an endless list of integrations for a reason, but I wasn't the guy who built the integrations. I heard that CRMs could be hard to work with, but the CRMs I've experienced with Five9, such as Salesforce and Hubspot, seem to integrate well. There was one really bad CRM built in-house on a platform called PPMS, but it's basically an internal tool, which was a little hard to work with and challenging to make changes, but it worked, though my Salesforce customers seem to be happy with the solution. The Omnichannel capability of Five9 is also essential, as the customer expects you to have chat, text, Facebook Messenger, and all other ways a customer can reach the reps. The omnichannel feature in Five9 is essential to customers.
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Top Industries

By visitors reading reviews
Computer Software Company
15%
Financial Services Firm
10%
Insurance Company
8%
Manufacturing Company
7%
Financial Services Firm
12%
Manufacturing Company
11%
Computer Software Company
11%
Healthcare Company
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business4
Midsize Enterprise4
Large Enterprise14
By reviewers
Company SizeCount
Small Business7
Midsize Enterprise7
Large Enterprise6
 

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...
What do you like most about Amazon Connect?
Amazon Connect is really simple, straightforward, and very flexible.
What is your experience regarding pricing and costs for Amazon Connect?
I don't know much about the pricing, setup cost, and licensing specifically. We work from a customer experience side, so we don't deal necessarily with the financials, we deal with more of the tech...
What do you like most about Five9?
I like the capability of call and screen recording. It has helped us to hold our agents accountable to the expectations for the role. It creates a clearer picture than giving feedback that is just ...
What needs improvement with Five9?
Five9 ( /products/five9-reviews ) should improve its omnichannel feature, allowing partners to manage all tenants with a single account rather than needing multiple accounts for each customer. Addi...
What is your primary use case for Five9?
We deploy Five9 ( /products/five9-reviews ) for our customers who use it as a contact center solution.
 

Also Known As

AWS Connect
No data available
 

Overview

 

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.
Agilysys, BISSELL, From You Flowers, SumUp, Kyndryl, PING, Alaska Airlines, Omaha Steaks International, NextRep, AdventHealth
Find out what your peers are saying about Amazon Connect vs. Five9 and other solutions. Updated: August 2025.
866,857 professionals have used our research since 2012.