25 DIFFERENCES · 24 THE SAME
Amazon Connect vs Five9
Last verified
Both qualify for
Differences 25
| Field | Amazon Connect | Five9 |
|---|---|---|
| OVERVIEWTool types | Contact center (CCaaS) | Contact center (CCaaS), Outbound dialer |
| OVERVIEWQualifying use cases | 7 | 5 |
| COSTTrue monthly cost (low) | $38 at 1,000 minutes/month | Custom quote (public estimates $119 to $159 per user / month, 4 sources) |
| COSTTrue monthly cost (mid) | $190 at 5,000 minutes/month | Custom quote (public estimates $119 to $159 per user / month, 4 sources) |
| COSTTrue monthly cost (high) | $760 at 20,000 minutes/month | Custom quote (public estimates $119 to $159 per user / month, 4 sources) |
| COSTPricing model | Per Minute | Custom Quote |
| COSTPlans | Voice, SMS and 3P messaging | |
| COMPLIANCEHipaa Baa | unknown | Yes |
| COMPLIANCESoc2 Type2 | unknown | Yes |
| COMPLIANCEStir Shaken | unknown | Yes |
| INTEGRATIONSIntegrations | Salesforce, Zendesk | Salesforce, Servicenow, Microsoft Dynamics, Oracle, Zendesk, Epic, Microsoft Teams, Zoom, Ringcentral, Verint, Calabrio |
| FEATURESAI voice agent for outbound and inbound | Not tracked | Included |
| FEATURESAnswering machine detection | Included | Not tracked |
| FEATURESCall queues | Included | Not tracked |
| FEATURESCall recording | Included | Not tracked |
| FEATURESClick-to-call web widget | Included | Not tracked |
| FEATURESSigns a HIPAA BAA | Not tracked | Included |
| FEATURESLive call monitoring | Not tracked | Included |
| FEATURESLocal numbers | Included | Not tracked |
| FEATURESPower dialer | Not tracked | Included |
| FEATURESCallback instead of waiting in queue | Included | Not tracked |
| FEATURESSpeech recognition in IVR | Not tracked | Included |
| FEATURESToll-free numbers | Included | Not tracked |
| FEATURESWebRTC calling SDK | Included | Not tracked |
| FEATURESWhisper and barge | Not tracked | Included |
The same on both 24
| Field | Amazon Connect | Five9 |
|---|---|---|
| RELIABILITYIncidents (90 days) | — | — |
| RELIABILITYUptime (90 days) | — | — |
| COMPLIANCEPci Dss | Yes | Yes |
| COMPLIANCEData Residency | unknown | unknown |
| COVERAGENumber countries | — | — |
| COVERAGESMS countries | — | — |
| FEATURESSends call summaries | Included | Included |
| FEATURESCall transcription | Included | Included |
| FEATURESTransfers calls to staff | Included | Included |
| FEATURESWeb chat channel | Included | Included |
| FEATURESNative CRM integration | Included | Included |
| FEATURESEmail channel | Included | Included |
| FEATURESVolume forecasting | Included | Included |
| FEATURESMulti-level IVR menus | Included | Included |
| FEATURESOne agent inbox for voice, chat and email | Included | Included |
| FEATURESPCI DSS compliant | Included | Included |
| FEATURESPredictive dialer | Included | Included |
| FEATURESQA scorecards | Included | Included |
| FEATURESAgent scheduling | Included | Included |
| FEATURESSentiment analysis | Included | Included |
| FEATURESSkills-based routing | Included | Included |
| FEATURESSpeech analytics | Included | Included |
| FEATURESReal-time queue wallboards | Included | Included |
| FEATURESWhatsApp Business Platform access | Included | Included |