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Amazon Connect vs Siebel Contact Center comparison

 

Comparison Buyer's Guide

Executive Summary

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
7.4
Number of Reviews
20
Ranking in other categories
Contact Center as a Service (CCaaS) (1st)
Siebel Contact Center
Ranking in Contact Center Platforms
7th
Average Rating
8.0
Reviews Sentiment
7.3
Number of Reviews
1
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of July 2025, in the Contact Center Platforms category, the mindshare of Amazon Connect is 24.6%, down from 26.2% compared to the previous year. The mindshare of Siebel Contact Center is 1.4%, down from 1.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.
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.
reviewer2492265 - PeerSpot reviewer
Has efficient automation features and the ability to integrate with multiple systems
The initial setup is quite difficult for the latest versions from 2020 and beyond and can take about four to five hours. It can now be deployed on the cloud. Oracle offers the same images for on-premise and cloud deployments, making it easy to switch between the two. I created the docker image using VM and completed the setup in a few hours.

Quotes from Members

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

Pros

"It integrates with major tools like Amazon Polly for text-to-speech and third-party services like Twilio and Cisco-based dialers."
"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."
"Amazon Connect is easy to learn."
"It is easy for a beginner to learn to use Amazon Connect for the first time."
"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."
"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."
"The product is cloud-based and easy to operate. We have a broad integration capability, allowing for a multitude of integrations. This gives our customers a good understanding of our product, even if they aren't actively utilizing it. They can easily access and utilize all the features that Amazon's cloud services offer, making integrating with other cloud platforms simpler. It's not a standalone solution, which is advantageous for our customers."
"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."
"You can integrate it with various systems for batch processing and other configurations."
 

Cons

"There are two perspectives to consider: one from the development side and the other from the customer's side. From a development standpoint, there are various aspects that Amazon needs to address, such as providing tools or direct development scenarios in Amazon Connect for building contact flows. Some essential reporting features in Genesys are currently lacking in the product."
"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."
"The product does not have any reporting dashboards."
"Amazon Connect could enhance its service by revising its pricing structure. It operates on a pay-for-call basis. This means that organizations whose call volumes fluctuate, or are heavy at specific times of the day or year, aren't burdened with fixed costs such as hardware liabilities and licenses."
"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."
"There may be room for security improvement, especially since data is stored in the cloud. While cloud security measures are robust, there may be concerns about data safety compared to traditional server setups."
"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."
"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."
"The product can be complicated to develop, as many methods exist to achieve solutions."
 

Pricing and Cost Advice

"Amazon Connect has a pay-as-you-go model. But I have a slightly different perspective on it."
"The tool is cheaper than on-premise contact centers."
"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's licensing model is pay-as-you-go."
"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 solution is neither very expensive nor very cheap."
"I rate the tool's pricing an eight out of ten."
"The platform is expensive."
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Top Industries

By visitors reading reviews
Computer Software Company
16%
Financial Services Firm
9%
Manufacturing Company
8%
Insurance Company
8%
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...
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?
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....
What is your experience regarding pricing and costs for Siebel Contact Center?
The platform is expensive. Many metrics for these licenses are mainly user-based, which makes it quite costly. I rate the pricing a ten.
What needs improvement with Siebel Contact Center?
The product can be complicated to develop, as many methods exist to achieve solutions. This complexity can make it challenging to find the right approach. Also, AI integration could be expanded.
What is your primary use case for Siebel Contact Center?
Our customers use it to store all their customer data and manage their processes. The Contact Center integrates with the CTI platform so that when a customer calls, the agent has access to the cust...
 

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.
Southwest Airlines Co., Smiles S.A., Telekom Deutschland GmbH, Turk Telekom, Contact Management Center A.S., City of Atlanta, Ricoh Europe plc., City of Atlanta, BT
Find out what your peers are saying about Amazon Web Services (AWS), Five9, Genesys and others in Contact Center Platforms. Updated: July 2025.
863,679 professionals have used our research since 2012.