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Amazon Connect vs Five9
March 18, 2025 | Author: Adam Levine
15★
Amazon Connect provides a seamless omnichannel experience through a single unified contact center for voice, chat, and task management.
16★
Call center software from Five9 is the leading cloud contact center software solution, bringing the power of the cloud to thousands of customers worldwide. Meet your customers in the channel they prefer. Whether it's the phone, web, chat, email, mobile apps, or social media, Five9 has you covered. An innovative technology layer that we call Five9 Connect powers our multichannel applications, delivering better customer engagements, faster response times and empowered agents.
Amazon Connect and Five9 are both cloud-based contact center solutions, which, when you think about it, means they exist in that magical realm where voices float around in data centers, waiting to be useful. They let companies talk to their customers through voice, chat and email, which is particularly handy when customers are in a mood to complain via all available channels. Both have AI features that claim to understand humans, which is an impressive feat, considering most humans don’t understand other humans. And, of course, they integrate with CRMs, because what’s the point of a conversation if it doesn’t immediately get logged and analyzed?
Amazon Connect, fresh-faced since 2017 and emerging straight from the labyrinthine depths of AWS, is what happens when Amazon decides it can do anything better, including talking to customers. It thrives in an ecosystem where everything already runs on AWS and charges you precisely for what you use, much like a particularly attentive vending machine. It’s packed with all the AI-powered magic that AWS can conjure, but when it comes to the fine art of workforce management, it’s slightly less ambitious—perhaps assuming that once the robots take over, scheduling shifts will be irrelevant anyway.
Five9, on the other hand, has been doing this since 2001, back when people still thought dial-up was a reasonable way to access the internet. It’s a veteran of call centers, particularly those that run on caffeine, spreadsheets and the eternal quest for better outbound dialing. Instead of the pay-as-you-go approach, Five9 prefers good old-fashioned subscription plans, because there’s nothing like the comforting certainty of a recurring charge. It’s got sophisticated workforce management and predictive dialing, making it the go-to for businesses that like their customer service with a side of strategic efficiency.
See also: Top 10 Call Center software
Amazon Connect, fresh-faced since 2017 and emerging straight from the labyrinthine depths of AWS, is what happens when Amazon decides it can do anything better, including talking to customers. It thrives in an ecosystem where everything already runs on AWS and charges you precisely for what you use, much like a particularly attentive vending machine. It’s packed with all the AI-powered magic that AWS can conjure, but when it comes to the fine art of workforce management, it’s slightly less ambitious—perhaps assuming that once the robots take over, scheduling shifts will be irrelevant anyway.
Five9, on the other hand, has been doing this since 2001, back when people still thought dial-up was a reasonable way to access the internet. It’s a veteran of call centers, particularly those that run on caffeine, spreadsheets and the eternal quest for better outbound dialing. Instead of the pay-as-you-go approach, Five9 prefers good old-fashioned subscription plans, because there’s nothing like the comforting certainty of a recurring charge. It’s got sophisticated workforce management and predictive dialing, making it the go-to for businesses that like their customer service with a side of strategic efficiency.
See also: Top 10 Call Center software
