Amazon Connect vs Intermedia Contact Center
Amazon Connect
aws.amazon.comIntermedia Contact Center
intermedia.comSide by side
| Figure | Amazon Connect | Intermedia Contact Center |
|---|---|---|
| Price from | — | — |
| Free plan | — | — |
| Free trial | Yes | — |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | — | Yes |
| iOS | Yes | — |
| Android | Yes | — |
| API | Yes | — |
| Plans published | 8 | 2 |
| Spec score · Call Center Software | 9.2 (#2) | 7.5 (#84) |
| Spec score · Omnichannel Contact Center Software | 9.2 (#2) | 7.5 (#24) |
| 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. | Both plans include real-time monitoring, queue and agent dashboards, wallboards, and historical reports. |
| Channels | The service supports voice, chat, email, SMS, web, WhatsApp, and Apple Messages, with customer context carried across channels. | Elite includes SMS, web chat, WhatsApp, and email queues alongside voice capabilities. |
| Digital channel scope | omnichannel | omnichannel |
| Free plan | No | No |
| Inbound calling | Yes | Yes |
| Integrations | AWS documents Customer Profiles integrations with Salesforce, ServiceNow, Marketo, and Zendesk through Amazon AppFlow. | The pricing page lists Microsoft Teams, Salesforce, and Zendesk integrations for both plans. |
| IVR builder | Yes | Yes |
| Outbound dialer | Yes | Yes |
| Security | AWS states that Connect Customer supports TLS 1.2 or later for clients accessing the service. | Intermedia describes Triple Shield Security as including multi-factor authentication, blocking and geofencing, encrypted communications, and monitored datacenters. |
| Workforce management | Yes | Yes |
Plans
Amazon Connect
- 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
- Voice$0.04, paid once
- Email$0.08, paid once
Intermedia Contact Center
- Contact Center ElitePriced on request
- Contact Center ProPriced on request
In their own words
Amazon Connect
Amazon Connect is a customer-experience service for managing interactions from outreach and self-service through assistance by human agents. Its AI agents can handle requests such as returns, account changes and flight rebooking, and can pass interaction context to a person when needed. Customers can continue across voice, chat, email, SMS, web, WhatsApp and Apple Messages without repeating themselves. Business and customer-experience teams can design conversational interactions on a visual, no-code canvas. Agent tools include real-time assistance, guided steps, post-contact summaries, screen recording and performance evaluations. The service also offers real-time and historical metrics, conversational analytics and an analytics data lake with zero-ETL access to third-party sources. Platforms listed are Android, iOS, API and web. AWS describes usage-based pricing without minimums, long-term contracts, seat-based licensing or tokens; prices can vary by region, communication type and provider. Listed charges are $0.04 minute, $0.01 message, 0.01 USD per SMS or third-party message, and $0.08.
Intermedia Contact Center
Intermedia Contact Center has no write-up on Specifiction yet; its figures are above.