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Software · head to head

8x8 Contact Center vs Amazon Connect

8x8 Contact Center logo

8x8 Contact Center

Software

Integrated cloud communications and contact center

From
$85/month
Rated
-
Full reviewWebsite
Amazon Connect logo

Amazon Connect

Software

Cloud contact center from AWS

From
Free
Rated
-
Full reviewWebsite

The short version

  • Only Amazon Connect has a free tier, so it costs nothing to try first.
  • Each has a real cost: 8x8 Contact Center listed on G-Cloud 14 directly by 8x8 UK Limited (not a reseller) at £0.68 to £113.40 per user per month for 8x8 Contact Centre; Amazon Connect telephony is charged separately from the platform, so the $0.038 per minute voice rate is not the whole cost of a call
  • They diverge on capability: 8x8 Contact Center covers Digital channels, Amazon Connect covers Chat.

Where they differ

Only the attributes on which 8x8 Contact Center and Amazon Connect actually diverge.

Attributes where 8x8 Contact Center and Amazon Connect differ
Attribute8x8 Contact CenterAmazon Connect
Starting price$85/monthFree
Pricing modelsubscriptionusage-based
Free tierNoYes
PlatformsWeb, Desktop, Ios, AndroidWeb
Founded19872006

Identical on both: user rating (Not yet rated), category (Unknown).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in 8x8 Contact Center

  • Digital channels
  • IVR
  • ACD
  • WFM
  • Quality management
  • Analytics
  • Microsoft Teams
  • NetSuite

Only in Amazon Connect

  • Chat
  • Tasks
  • ML-powered analytics
  • Contact Lens
  • Outbound campaigns
  • Forecasting
  • ServiceNow
  • SAP

Both cover

  • Voice
  • Salesforce
  • Zendesk
  • SOC2
  • HIPAA
  • PCI DSS
  • Web support

What people use each for

The jobs each tool is most often brought in to do.

8x8 Contact Center

  • Unified communicationsnot Amazon Connect
  • Contact centernot Amazon Connect
  • Remote worknot Amazon Connect
  • Customer supportnot Amazon Connect

Amazon Connect

  • Cloud contact centre with no per-seat licencenot 8x8 Contact Center
  • Voice, chat, email and SMS in one queuenot 8x8 Contact Center
  • Conversational analytics and agent assistnot 8x8 Contact Center
  • Outbound campaigns and automated contactnot 8x8 Contact Center
  • Workforce scheduling for contact centre agentsnot 8x8 Contact Center

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

8x8 Contact Center

  • Listed on G-Cloud 14 directly by 8x8 UK Limited (not a reseller) at £0.68 to £113.40 per user per month for 8x8 Contact Centre

Amazon Connect

  • Telephony is charged separately from the platform, so the $0.038 per minute voice rate is not the whole cost of a call
  • Every channel is metered individually: $0.010 per chat message, $0.080 per email and $0.014 per SMS
  • Rates vary by region and by third-party provider, so a published figure is indicative rather than final
  • Cost tracks contact volume, which makes forecasting hard for a queue with seasonal peaks

Pricing, plan by plan

8x8 Contact Center

$85/month
  • X6$85/month
    • Voice contact center
    • ACD
    • IVR
  • X7$110/month
    • X6 + Digital channels
    • Quality management
  • X8$140/month
    • X7 + WFM
    • Speech analytics
    • Advanced AI

Amazon Connect

Free
  • Pay-as-you-go$0.018/minute
    • Voice minutes
    • Free tier available
    • No upfront costs

Which should you pick?

Choose 8x8 Contact Center if

  • You need digital channels.
  • You work on Web, Desktop, Ios, Android.
  • You also want ivr.
8x8 Contact Center review

Choose Amazon Connect if

  • You need chat.
  • You want to start without paying.
  • You also want tasks.
Amazon Connect review

Questions people ask

Is 8x8 Contact Center or Amazon Connect better?
Neither clearly leads. 8x8 Contact Center starts at $85/month and Amazon Connect at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, 8x8 Contact Center or Amazon Connect?
Amazon Connect has a free tier; the other does not. Paid plans start at $85/month for 8x8 Contact Center and Free for Amazon Connect.
Does 8x8 Contact Center or Amazon Connect run on more platforms?
8x8 Contact Center runs on Web, Desktop, Ios, Android. Amazon Connect runs on Web.
Can I use Amazon Connect for free?
Yes. Amazon Connect has a free tier, so you can try it without paying. 8x8 Contact Center starts at $85/month.
What is 8x8 Contact Center best used for?
8x8 Contact Center is most often used for unified communications, contact center, remote work, customer support. Of those, unified communications and contact center are not what Amazon Connect is typically brought in for.
What can 8x8 Contact Center do that Amazon Connect cannot?
8x8 Contact Center covers Digital channels, IVR, ACD, WFM. Amazon Connect covers Chat, Tasks, ML-powered analytics, Contact Lens. Both handle Voice, Salesforce, Zendesk, SOC2.
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