Amazon Connect
7.9#1 in capacity planning softwareAndroidiOSWebAPI
VisitAmazon Connect vs Intermedia Contact Center
Intermedia Contact Center
5.8#28 in omnichannel contact center softwareWebWindows
VisitWhat both publish
| Fact | Amazon Connect | Intermedia Contact Center |
|---|---|---|
| Analytics | The service provides real-time and historical metrics, conversational analytics, and an analytics data lake that supports zero-ETL access to third-party sources. | Both plans include real-time monitoring, queue and agent dashboards, wallboards, and historical reports. |
| Channels | The service supports voice, chat, email, SMS, web, WhatsApp, and Apple Messages, with customer context carried across channels. | Elite includes SMS, web chat, WhatsApp, and email queues alongside voice capabilities. |
| Digital channel scope | omnichannel | omnichannel |
| Free plan | No | No |
| Inbound calling | Yes | Yes |
| Integrations | AWS documents Customer Profiles integrations with Salesforce, ServiceNow, Marketo, and Zendesk through Amazon AppFlow. | The pricing page lists Microsoft Teams, Salesforce, and Zendesk integrations for both plans. |
| IVR builder | Yes | Yes |
| Outbound dialer | Yes | Yes |
| Security | AWS states that Connect Customer supports TLS 1.2 or later for clients accessing the service. | Intermedia describes Triple Shield Security as including multi-factor authentication, blocking and geofencing, encrypted communications, and monitored datacenters. |
| Workforce management | Yes | Yes |
Amazon Connect plans
- Amazon Connect Customer — chatPriced on request
- Amazon Connect Customer — SMS and 3P messagingPriced on request
- Amazon Connect Customer — voicePriced on request
- Amazon Connect Customer — emailPriced on request
- Chat$0.01, paid once
- SMS and 3P messaging$0.01, paid once
Intermedia Contact Center plans
- Contact Center ElitePriced on request
- Contact Center ProPriced on request
Pick Amazon Connect if…
Amazon Connect Customer is aimed at enterprises delivering customer experiences across multiple touchpoints. Its channel coverage and agent features also suit teams coordinating automated and human assistance.
Pick Intermedia Contact Center if…
You want what its maker publishes above — check its page for the details.