Amazon Connect
7.9#1 in capacity planning softwareAndroidiOSWebAPI
VisitAmazon Connect vs MiContact Center Business
MiContact Center Business
6.9#54 in call center softwareAndroidiOSWebAPI
VisitWhat both publish
| Fact | Amazon Connect | MiContact Center Business |
|---|---|---|
| Channels | The service supports voice, chat, email, SMS, web, WhatsApp, and Apple Messages, with customer context carried across channels. | The licensing bundles support voice, email, chat, SMS, and open media communication. |
| Digital channel scope | omnichannel | omnichannel |
| Inbound calling | Yes | Yes |
| Integrations | AWS documents Customer Profiles integrations with Salesforce, ServiceNow, Marketo, and Zendesk through Amazon AppFlow. | The SIP documentation center lists integration documentation for Google Contact Center AI. |
| 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. | Mitel states that deployment components communicate over authenticated, encrypted channels and workflow-collected information can be masked or deleted. |
| 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
MiContact Center Business plans
- Contact CenterPriced on request
- WorkgroupPriced 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 MiContact Center Business if…
It suits organizations managing customer interactions across voice and digital channels, with needs for reporting, IVR, and workforce management. The listed bundles distinguish between operations with more or fewer than 100 concurrent agents.