Amazon Connect
7.9#1 in capacity planning softwareAndroidiOSWebAPI
VisitAmazon Connect vs OpenScape Contact Center Enterprise
OpenScape Contact Center Enterprise
7.2#41 in call center softwareAndroidiOSWebAPI
VisitWhat both publish
| Fact | Amazon Connect | OpenScape Contact Center Enterprise |
|---|---|---|
| Channels | The service supports voice, chat, email, SMS, web, WhatsApp, and Apple Messages, with customer context carried across channels. | The V12 overview describes voice, email, web collaboration, and OpenMedia as supported contact media. |
| 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 V12 overview guide documents integrations for SAP ICI, Siebel CRM 7.8, IVR, VoiceXML, workforce management applications, and third-party screen-pop applications. |
| IVR builder | Yes | Yes |
| Outbound dialer | Yes | Yes |
| Workforce management | Yes | No |
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
OpenScape Contact Center Enterprise plans
No prices published.
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 OpenScape Contact Center Enterprise if…
It suits organizations using supported OpenScape communications platforms that need to route customer contacts across channels. It may also fit teams that need browser-based agent and supervisor tools or IVR.