41 DIFFERENCES · 17 THE SAME
Amazon Connect vs Nextiva
Last verified
Both qualify for
Differences 41
| Field | Amazon Connect | Nextiva |
|---|---|---|
| OVERVIEWTool types | Contact center (CCaaS) | Contact center (CCaaS), Cloud phone system (UCaaS) |
| OVERVIEWQualifying use cases | 7 | 2 |
| COSTTrue monthly cost (low) | $38 at 1,000 minutes/month | $75 at 5 users |
| COSTTrue monthly cost (mid) | $190 at 5,000 minutes/month | $375 at 25 users |
| COSTTrue monthly cost (high) | $760 at 20,000 minutes/month | $1,500 at 100 users |
| COSTPricing model | Per Minute | Per User Month |
| COSTPlans | Voice, SMS and 3P messaging | NEXT Core, NEXT Engage, NEXT Scale, Essential |
| COMPLIANCEHipaa Baa | unknown | add_on |
| COMPLIANCEPci Dss | Yes | unknown |
| INTEGRATIONSIntegrations | Salesforce, Zendesk | Microsoft Teams, Salesforce, Hubspot, Zendesk, Microsoft Outlook, Google Contacts |
| FEATURESAI voice agent for outbound and inbound | Not tracked | Add-on |
| FEATURESAnswering machine detection | Included | Not tracked |
| FEATURESAuto attendant menu | Not tracked | Included |
| FEATURESCall queues | Included | Not tracked |
| FEATURESTransfers calls to staff | Included | Not tracked |
| FEATURESWeb chat channel | Included | Higher tier |
| FEATURESClick-to-call web widget | Included | Not tracked |
| FEATURESSupports desk phones | Not tracked | Add-on |
| FEATURESVolume forecasting | Included | Not tracked |
| FEATURESGeo-redundant data centers | Not tracked | Included |
| FEATURESSigns a HIPAA BAA | Not tracked | Add-on |
| FEATURESMulti-level IVR menus | Included | Not tracked |
| FEATURESLive call monitoring | Not tracked | Higher tier |
| FEATURESSends MMS (images) | Not tracked | Included |
| FEATURESMobile softphone app | Not tracked | Included |
| FEATURESPCI DSS compliant | Included | Higher tier |
| FEATURESPredictive dialer | Included | Higher tier |
| FEATURESQA scorecards | Included | Not tracked |
| FEATURESAgent scheduling | Included | Not tracked |
| FEATURESSentiment analysis | Included | Not tracked |
| FEATURESShared team inbox for messages | Not tracked | Included |
| FEATURESSends SMS | Not tracked | Included |
| FEATURESSpeech analytics | Included | Not tracked |
| FEATURESIVR surveys | Not tracked | Higher tier |
| FEATURESToll-free numbers | Included | Higher tier |
| FEATURESVideo meetings | Not tracked | Included |
| FEATURESVoicemail boxes | Not tracked | Included |
| FEATURESPre-recorded voicemail drop | Not tracked | Higher tier |
| FEATURESVoicemail to email with transcription | Not tracked | Included |
| FEATURESWebRTC calling SDK | Included | Not tracked |
| FEATURESWhatsApp Business Platform access | Included | Not tracked |
The same on both 17
| Field | Amazon Connect | Nextiva |
|---|---|---|
| RELIABILITYIncidents (90 days) | — | — |
| RELIABILITYUptime (90 days) | — | — |
| COMPLIANCESoc2 Type2 | unknown | unknown |
| COMPLIANCEStir Shaken | unknown | unknown |
| COMPLIANCEData Residency | unknown | unknown |
| COVERAGENumber countries | — | — |
| COVERAGESMS countries | — | — |
| FEATURESCall recording | Included | Included |
| FEATURESSends call summaries | Included | Included |
| FEATURESCall transcription | Included | Included |
| FEATURESNative CRM integration | Included | Included |
| FEATURESEmail channel | Included | Included |
| FEATURESLocal numbers | Included | Included |
| FEATURESOne agent inbox for voice, chat and email | Included | Included |
| FEATURESCallback instead of waiting in queue | Included | Included |
| FEATURESSkills-based routing | Included | Included |
| FEATURESReal-time queue wallboards | Included | Included |