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- Connect-vs-Cisco Unified Contact Center Enterprise
Compare Amazon Connect and Cisco Unified Contact Center Enterprise 
- Users report that Amazon Connect excels in its web chat functionality, scoring 9.5, which reviewers mention provides a seamless experience for customer interactions, while Cisco Unified Contact Center Enterprise, with a lower score, lacks some of the intuitive features that users desire.
- Reviewers mention that Amazon Connect's ease of use is a standout feature, with a score of 9.3, making it accessible for agents and administrators alike, whereas users on G2 indicate that Cisco Unified Contact Center Enterprise can be more complex to navigate, leading to a steeper learning curve.
- G2 users highlight Amazon Connect's robust IVR capabilities, scoring 9.2, which reviewers say allows for effective self-service options, while Cisco's IVR features are noted to be less flexible, resulting in a less satisfactory user experience.
- Users say that Amazon Connect's session routing functionality, rated at 9.1, is highly efficient, allowing for better call distribution, whereas Cisco Unified Contact Center Enterprise's routing capabilities are perceived as less dynamic, which can lead to longer wait times for customers.
- Reviewers mention that Amazon Connect's reporting and dashboards, scoring 8.9, provide clear insights and are user-friendly, while users report that Cisco's reporting tools are more cumbersome and less intuitive, making it harder to extract actionable data.
- Users on G2 indicate that Amazon Connect's persistent data feature, rated at 9.3, allows for a more personalized customer experience, as it retains information across sessions, whereas Cisco Unified Contact Center Enterprise does not offer the same level of data continuity, which can hinder customer interactions.
Cloud Based Contact Centers? Now, Amazon has literally thought of everything!! Take everything fantastic about Amazon technologies and offerings and put them into the contact center. This product is a game changer especially when compared to the archaeic...
We use third party for sip trunks we should have those features with AWS
I like that we are able to filter calls to the appropriate departments without having to stop patient care in the meantime. We are able to address the messages when able.
The inability to easily put things together and analyze the data. I have to pull, review, and combine multiple reports in order to understand and use the data effectively. I dislike not being able to understand and ancticipate our future projected volume...
Cloud Based Contact Centers? Now, Amazon has literally thought of everything!! Take everything fantastic about Amazon technologies and offerings and put them into the contact center. This product is a game changer especially when compared to the archaeic...
I like that we are able to filter calls to the appropriate departments without having to stop patient care in the meantime. We are able to address the messages when able.
We use third party for sip trunks we should have those features with AWS
The inability to easily put things together and analyze the data. I have to pull, review, and combine multiple reports in order to understand and use the data effectively. I dislike not being able to understand and ancticipate our future projected volume...
