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Amazon Connect vs Liferay Digital Experience Platform comparison

Amazon Web Services (AWS) and Liferay are both solutions in the AI Customer Experience Personalization category. Amazon Web Services (AWS) is ranked #1 with an average rating of 8.4, while Liferay is ranked #59 with an average rating of 9.0. Amazon Web Services (AWS) holds a 4.1% mindshare in ACEP, compared to Liferay’s 0.3% mindshare. Additionally, 100% of Amazon Web Services (AWS) users are willing to recommend the solution, compared to 91% of Liferay users who would recommend it.
Amazon Connect
Read 25 Amazon Connect reviews
  • 2,737 Views
  • 301 Comparison Views
100% willing to recommend
Liferay Digital Experience ...
Read 45 Liferay Digital Experience Platform reviews
  • 2,057 Views
  • 21 Comparison Views
91% willing to recommend
 

Comparison Buyer's Guide

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Executive Summary
We performed a comparison between Amazon Connect and Liferay Digital Experience Platform based on real PeerSpot user reviews.

Find out in this report how the two AI Customer Experience Personalization solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

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To learn more, read our detailed Amazon Connect vs. Liferay Digital Experience Platform Report (Updated: December 2025).
Buyer's Guide
Amazon Connect vs. Liferay Digital Experience Platform
December 2025
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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 AI Customer Experience Personalization
1st
Average Rating
8.4
Reviews Sentiment
7.1
Number of Reviews
25
Ranking in other categories
Contact Center Platforms (1st), Contact Center as a Service (CCaaS) (1st), AI Customer Support (1st)
Liferay Digital Experience ...
Ranking in AI Customer Experience Personalization
59th
Average Rating
8.0
Number of Reviews
45
Ranking in other categories
Web Content Management (4th), Corporate Portals (Enterprise Information Portals) (3rd), Digital Experience Platforms (DXP) (2nd)
 

Mindshare comparison

As of January 2026, in the AI Customer Experience Personalization category, the mindshare of Amazon Connect is 4.1%, up from 2.8% compared to the previous year. The mindshare of Liferay Digital Experience Platform is 0.3%. It is calculated based on PeerSpot user engagement data.
AI Customer Experience Personalization Market Share Distribution
ProductMarket Share (%)
Amazon Connect4.1%
Liferay Digital Experience Platform0.3%
Other95.6%
AI Customer Experience Personalization
 

Featured Reviews

SM
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.
Read full review
PR
PratyushRaj
E-Governance Head at Creant Technologies
Optimizing digital presence with customizable design and seamless integration
The main benefits that Liferay Digital Experience Platform brings to the table are numerous. First is rapid application development and many features. Features such as content management and document management make your life easy; workflow management is also present. Workflow can be designed and derived. Form development and everything is very smooth and easy to deliver to the end customer, and you can find many features in one box. You have blogs, wikis, and everything with out-of-box functionality. My experience with actionable insights is positive; they help in refining content strategies. The content creation is helpful. For external content creation, I use headless CMS APIs for Liferay Digital Experience Platform, and headless APIs for content creation are also available. My thoughts on the integration capabilities are that integration is seamless. You have headless APIs where you can integrate seamlessly with any other application such as LDAP or SSO, or you can also integrate with different external systems. You have an SAP connector; everything is available. Liferay Digital Experience Platform's open source flexibility has helped in customizing functionalities for the specific needs of my customers as it is a highly flexible application that can be optimized. My advice for other organizations considering Liferay Digital Experience Platform is that if it's available, we need to improve on the performance, which is currently what we are seeing. Otherwise, earlier Service Builder was acceptable. On a scale of 1-10, I rate Liferay Digital Experience Platform a 9.
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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 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."
"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."
"It integrates with major tools like Amazon Polly for text-to-speech and third-party services like Twilio and Cisco-based dialers."
"The best thing about Amazon Connect is that it has everything we need in one place. With other products, we might have to get different tools for different jobs, like recording calls. However, with the tool, it's all there together. Plus, it's cheaper than other options."
"Amazon Connect is really simple, straightforward, and very flexible."
"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."
"We utilize Amazon Connect to handle customer service interactions, particularly in projects where we provide professional services. For example, when developing an application, we typically set up EC2 instances on AWS. Then, to facilitate communication within our clients' internal networks, we establish connections through Amazon Connect."
"Amazon Connect enhances customer experience by reducing operating costs due to its cloud-based pay-as-you-go model."
More Amazon Connect pros
"The integration capabilities of the product are super easy to use."
"We chose Liferay because it is open-source and that we can make any number of users apply, register into the system and use the system, as opposed to other solutions where the cost is based on user licenses. This is one of the most attractive features."
"I think that it could be interesting to expand the eCommerce capabilities to the B2C sector."
"It allows us to arrange and develop new ideas, then incorporate them into the portal. We can create a one stop information center, so people can access the information from one window."
"The solution is easy to install."
"The web/mobile/portal integration was one of the features that we found most valuable, primarily because it reduced our development time."
"The look and feel and the user interface are great."
"Manageability is very good and probably the most valuable part of a tool of this type. There is a little more of a learning curve than you have with a simple tool, but a business user can learn to manage the system as an administrator very easily."
 

Cons

"Amazon Connect should have a solution for customers who have heavily invested in previous CCaaS solutions; a proper roadmap could make it easier for customers to migrate over the platform."
"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."
"There are issues on features like Lambda integrations and time-out"
"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."
"Due to network issues, the agent desktop might be affected. If the firewall blocks the agent's desktop, connectivity might be disrupted."
"Future improvements could include support for email as a channel."
"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."
"I consider that there are other applications that could accomplish the same tasks in an easier way, but the cost of the product is somewhat expensive."
More Amazon Connect cons
"It could be improved in terms of adding filters to some of the rules. Therefore, you can retain how long a document would need to stay in an archive."
"The documentation provided needs to be more detailed. It's sometimes hard to develop things because the documentation is so sparse."
"The plugins should be more affordable."
"The integration and configuration need to be simplified."
"It could have better built-in integration with a wider variety of extensions out-of-the-box."
"Social area and capabilities need improvement."
 

Pricing and Cost Advice

"The tool's licensing model is pay-as-you-go."
"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."
"I rate the tool's pricing an eight out of ten."
"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 pricing of the Amazon is reasonable compared to other cloud providers."
"The tool is cheaper than on-premise contact centers."
More Amazon Connect pricing and cost advice
"Licensing costs can be very expensive."
"Their pricing model should be modified to include per user options instead of just servers/cores, etc."
"The product is neither cheap nor expensive. What Liferay Digital Experience Platform offers at its current price can be considered something that is worth the money."
"It's an open-source structure. Other costs are for professional services to integrate Liferay to other existing systems."
"It is a bit expensive."
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Top Industries

By visitors reading reviews
Computer Software Company
12%
Financial Services Firm
11%
Insurance Company
8%
Government
8%
Financial Services Firm
21%
Computer Software Company
11%
Manufacturing Company
6%
Government
5%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business6
Midsize Enterprise4
Large Enterprise14
By reviewers
Company SizeCount
Small Business20
Midsize Enterprise8
Large Enterprise23
 

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...
See all answers
What do you like most about Amazon Connect?
Amazon Connect is really simple, straightforward, and very flexible.
See all answers
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;...
See all answers
What is the best feature of Liferay?
A tricky question because it'd depend on what your focus will be on Liferay as a digital experience platform. I mean, if for me the experience management is the best feature, for someone with diff...
See all answers
Is Liferay suitable for complete beginners?
A non-developer here, and frankly, a little bit of a tech beginner in general. My company branched out into digital experience a bit later than we should have but picking Liferay as a DXP was one o...
See all answers
What is Liferay’s capacity for backup?
Yes, I think you can trust the cloud feature of Liferay pretty well. It gives you the option to back up your data as well as restore it and that's pretty vital for any digital experience platform....
See all answers
 

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Product Reports

Buyer's Guide
Amazon Connect
January 2026
Amazon Connect reportDownload Amazon Connect product report
Buyer's Guide
Liferay Digital Experience Platform
January 2026
Liferay Digital Experience Platform reportDownload Liferay Digital Experience Platform product report
 

Also Known As

AWS Connect
Liferay DXP
 

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)

Liferay is a top-ranking digital experience platform used by companies in industries such as financial services, manufacturing, and energy and utilities. This product allows companies to initiate highly personalized digital experiences through mobile, social, and web. Organizations can use Liferay DXP for customer, partner, supplier, or employee portals, as well as integrational platforms, taking advantage of the platform's many customization options to suit their needs completely. The Liferay Experience Cloud offers companies the ability to use the Liferay DXP to build their own digital experiences, as well as to use it as a fully managed cloud platform, including options for self-management and self-hosting.

Liferay Digital Experience Platform Features

Liferay Digital Experience Platform provides various features in the following categories:

  • Identity management and access control (application security): These features include identity management support, user management, service access policies, and personal data management.

  • Platform services: Clustering and performance monitoring, auditing and optimization, back-end APIs, dynamic virtual hosting, site and search administration, and single-page applications.
  • Integration and interoperability: The features in this category include integration framework, developer studio, front-end toolkits, IntelliJ IDEA Plugin, Liferay connected services (LCS), Liferay marketplace and workspace, and Blade CLI.

  • Collaboration and social: Blogs, knowledge base, social networking, wiki, forums, message boards, calendar, AlloyEditor, inline image editor, and polls, among other features.

  • Forms, workflow, and business process automation: Features include forms, validation, field library, various types of form entries, data provider integration, and several other features.
  • Content management: Vast array of features for companies to take advantage of when preparing and publishing different types of content, including text and images.

  • Experience management: The features in the experience management category include building pages through fragments and editors for them, various widgets, as well as templates for pages, and SEO-friendly updates.

  • Segmentation and personalization: These features are designed for the full personalization of the platform in order to reach different types of customers and appeal to their individual needs regarding the company that is using Liferay.

  • Multichannel support: The features in multichannel support include APIs, adaptive media, and responsive design, providing companies with the ability to apply Liferay's full customization to their digital experience platform's design and function.

  • Search: Liferay Digital Experience Platforms provide various features for search integrations, multi-language search, and options for filtering and sorting.

  • Analytics and optimization: A crucial part of every digital experience platform is the analytics option for companies to monitor the data of their users and, based on it, improve their approach. That is why Liferay Digital Experience Platform provides five different analytics features.

  • Cloud capability: To provide companies with the best possible experience, Liferay offers various features regarding the proper operation of the platforms, including real-time alerts, monitoring, and options for backup and restoration.

Liferay Digital Experience Platform Benefits

Liferay Digital Experience Platform offers the following benefits:

Liferay
 

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.
Adidas, Carrefour, Cisco Systems, Danone, Fujitsu, Lufthansa Flight Training, Siemens, Société Générale and the United Nations
Buyer's Guide
Amazon Connect vs. Liferay Digital Experience Platform
December 2025
Free Report: Amazon Connect vs. Liferay Digital Experience Platform
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