21 DIFFERENCES · 26 THE SAME
Amazon Connect vs NICE CXone
Last verified
Both qualify for
Differences 21
| Field | Amazon Connect | NICE CXone |
|---|---|---|
| OVERVIEWQualifying use cases | 7 | 1 |
| COSTTrue monthly cost (low) | $38 at 1,000 minutes/month | $550 at 5 users |
| COSTTrue monthly cost (mid) | $190 at 5,000 minutes/month | $2,750 at 25 users |
| COSTTrue monthly cost (high) | $760 at 20,000 minutes/month | $11,000 at 100 users |
| COSTPricing model | Per Minute | Per User Month |
| COSTPlans | Voice, SMS and 3P messaging | Omnichannel Suite, Essential Suite, Core Suite, Complete Suite, Ultimate Suite |
| INTEGRATIONSIntegrations | Salesforce, Zendesk | Salesforce, Microsoft Dynamics, Servicenow, Zendesk, Oracle, Kustomer, Pega |
| FEATURESAI voice agent for outbound and inbound | Not tracked | Included |
| FEATURESAnswering machine detection | Included | Not tracked |
| FEATURESCall queues | Included | Not tracked |
| FEATURESSends call summaries | Included | Not tracked |
| FEATURESCall transcription | Included | Not tracked |
| FEATURESClick-to-call web widget | Included | Not tracked |
| FEATURESInternational numbers | Not tracked | Included |
| FEATURESNumber porting | Not tracked | Included |
| FEATURESPredictive dialer | Included | Not tracked |
| FEATURESSentiment analysis | Included | Not tracked |
| FEATURESSpeech recognition in IVR | Not tracked | Included |
| FEATURESReal-time queue wallboards | Included | Not tracked |
| FEATURESWebRTC calling SDK | Included | Not tracked |
| FEATURESWhatsApp Business Platform access | Included | Not tracked |
The same on both 26
| Field | Amazon Connect | NICE CXone |
|---|---|---|
| OVERVIEWTool types | Contact center (CCaaS) | Contact center (CCaaS) |
| RELIABILITYIncidents (90 days) | — | — |
| RELIABILITYUptime (90 days) | — | — |
| COMPLIANCEHipaa Baa | unknown | unknown |
| COMPLIANCESoc2 Type2 | unknown | unknown |
| COMPLIANCEPci Dss | Yes | Yes |
| COMPLIANCEStir Shaken | unknown | unknown |
| COMPLIANCEData Residency | unknown | unknown |
| COVERAGENumber countries | — | — |
| COVERAGESMS countries | — | — |
| FEATURESCall recording | 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 |
| FEATURESLocal numbers | Included | Included |
| FEATURESOne agent inbox for voice, chat and email | Included | Included |
| FEATURESPCI DSS compliant | Included | Included |
| FEATURESQA scorecards | Included | Included |
| FEATURESCallback instead of waiting in queue | Included | Included |
| FEATURESAgent scheduling | Included | Included |
| FEATURESSkills-based routing | Included | Included |
| FEATURESSpeech analytics | Included | Included |
| FEATURESToll-free numbers | Included | Included |