Amazon Connect
7.9#1 in capacity planning softwareAndroidiOSWebAPI
VisitAmazon Connect vs Mitel CX
What both publish
| Fact | Amazon Connect | Mitel CX |
|---|---|---|
| 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. | Mitel CX provides real-time dashboards, historical reporting, quality management, and speech analytics. |
| Channels | The service supports voice, chat, email, SMS, web, WhatsApp, and Apple Messages, with customer context carried across channels. | The product supports interactions across voice, video, chat, SMS, email, and social messaging. |
| Digital channel scope | omnichannel | omnichannel |
| Inbound calling | Yes | Yes |
| Integrations | AWS documents Customer Profiles integrations with Salesforce, ServiceNow, Marketo, and Zendesk through Amazon AppFlow. | Mitel advertises CRM, ERP, front-office and back-office integrations plus workflow integrations. |
| IVR builder | Yes | Yes |
| Outbound dialer | Yes | Yes |
| Product | Amazon Connect Customer is an agentic AI solution for customer experience that handles proactive outreach, self-service resolution, and agent assistance across channels. | Mitel CX is a customer engagement and contact center platform for connecting voice, digital, and AI-assisted customer conversations. |
| Security | AWS states that Connect Customer supports TLS 1.2 or later for clients accessing the service. | Mitel CX lists encryption, auditing, policies, and recording encryption with key management among its security and compliance capabilities. |
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
Mitel CX plans
- CX ElitePriced on request
- CX Essential DigitalPriced on request
- CX Essential VoicePriced on request
- CX PremierPriced 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 Mitel CX if…
Mitel CX suits enterprises that need a contact center spanning voice and digital channels, with workforce tools and reporting. The listed use cases include healthcare, IT and HR help desks, and financial services.