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Software · head to head

Amazon Connect vs Webex by Cisco

Amazon Connect logo

Amazon Connect

Software

Cloud contact center from AWS

From
Free
Rated
-
Full reviewWebsite
Webex by Cisco logo

Webex by Cisco

Software

A simpler, smarter way to work

From
Free
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: 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; Webex by Cisco listed on UK G-Cloud at £6 per user per month for Cisco Webex, via reseller Conscia Group UK Ltd (ITGL)
  • They diverge on capability: Amazon Connect covers Voice, Webex by Cisco covers Video and audio conferencing.

Where they differ

Only the attributes on which Amazon Connect and Webex by Cisco actually diverge.

Attributes where Amazon Connect and Webex by Cisco differ
AttributeAmazon ConnectWebex by Cisco
Pricing modelusage-basedsubscription
PlatformsWebWeb, Windows, Macos, Linux, Ios, Android
Founded20061984

Identical on both: starting price (Free), free tier (Yes), 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 Amazon Connect

  • Voice
  • Chat
  • Tasks
  • ML-powered analytics
  • Contact Lens
  • Outbound campaigns
  • Forecasting
  • Zendesk

Only in Webex by Cisco

  • Video and audio conferencing
  • Screen sharing and annotation
  • Virtual backgrounds
  • Recording and playback
  • Meeting transcription
  • Chat and messaging
  • Calendar integration
  • Breakout sessions

Both cover

  • Salesforce
  • ServiceNow
  • SOC2

What people use each for

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

Amazon Connect

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

Webex by Cisco

  • Video conferencingnot Amazon Connect
  • Webinarsnot Amazon Connect
  • Virtual eventsnot Amazon Connect
  • Trainingnot Amazon Connect
  • Enterprise communicationnot Amazon Connect

Where each one falls short

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

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

Webex by Cisco

  • Listed on UK G-Cloud at £6 per user per month for Cisco Webex, via reseller Conscia Group UK Ltd (ITGL)

Pricing, plan by plan

Amazon Connect

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

Webex by Cisco

Free
  • FreeFree
    • Unlimited 1:1 meetings
    • Group meetings (40 min limit, 100 participants)
    • HD video
  • Pro$13.5/month
    • Unlimited meetings (500 participants)
    • Cloud recording and storage
    • Advanced scheduling
  • Business$18/month
    • Everything in Pro
    • Custom branding
    • Advanced security
  • Enterprise$undefined/month
    • Unlimited everything
    • Dedicated account manager
    • Custom deployment

Which should you pick?

Choose Amazon Connect if

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

Choose Webex by Cisco if

  • You need video and audio conferencing.
  • You want to start without paying.
  • You work on Web, Windows, Macos, Linux, Ios, Android.
  • You also want screen sharing and annotation.
Webex by Cisco review

Questions people ask

Is Amazon Connect or Webex by Cisco better?
Neither clearly leads. Amazon Connect starts at Free and Webex by Cisco at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Amazon Connect or Webex by Cisco?
Amazon Connect starts at Free and Webex by Cisco at Free.
Does Amazon Connect or Webex by Cisco run on more platforms?
Amazon Connect runs on Web. Webex by Cisco runs on Web, Windows, Macos, Linux, Ios, Android.
Can I use Amazon Connect for free?
Both have a free tier, so you can try either at no cost before committing.
What is Amazon Connect best used for?
Amazon Connect is most often used for cloud contact centre with no per-seat licence, voice, chat, email and sms in one queue, conversational analytics and agent assist, outbound campaigns and automated contact. Of those, cloud contact centre with no per-seat licence and voice, chat, email and sms in one queue are not what Webex by Cisco is typically brought in for.
What can Amazon Connect do that Webex by Cisco cannot?
Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. Webex by Cisco covers Video and audio conferencing, Screen sharing and annotation, Virtual backgrounds, Recording and playback. Both handle Salesforce, ServiceNow, SOC2.
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