[Home](https://www.selecthub.com/) \> [Call Center Management](https://www.selecthub.com/category/call-center/) \> [Call Center Software](https://www.selecthub.com/c/call-center-software/) \> [Five9](https://www.selecthub.com/p/call-center-software/five9/) \> Five9 vs Amazon Connect 

# Five9 vs Amazon Connect 

Last Updated: June 29th, 2026 

Our analysts compared [Five9](https://www.selecthub.com/p/call-center-software/five9/) vs [Amazon Connect](https://www.selecthub.com/p/call-center-software/amazon-connect/) based on data from our 400+ point analysis of [Call Center Software](https://www.selecthub.com/c/call-center-software/), user reviews and our own crowdsourced data from our [free software selection platform](https://www.selecthub.com/about/start-free-selection-project-site/?category=Call Center Software&cta=call-center-software). 

[Overview](#product-overview) [Pricing](#product-pricing) [Our Review](#product-analyst-summary) [User Ratings](#user-sentiment-section) [Features](#product-benefits-features) [Analyst Ratings](#analyst-rating-section) [Comparison Charts](#product-comparison-charts) [Screenshots](#product-screenshots) 

Remove Add to Compare 

[![Five9 Software Tool](https://cdn.selecthub.com/products/e57c6b956a6521b28495f2886ca0977a-8d5f2001bb2e4c6bb1353e04fc75138d/resources/normal/logo.png?1693316229)](https://www.selecthub.com/p/call-center-software/five9/)

[ ![Product Awards](https://www.selecthub.com/display/images/awards_badge.svg) ](#awards-section) 

Remove Add to Compare 

[![Amazon Connect Software Tool](https://cdn.selecthub.com/products/0996dd16b0020a17a26b94f4675fd3da-d34e433e93d77f5433219e5f1602055c/resources/normal/logo.png?1693319157)](https://www.selecthub.com/p/call-center-software/amazon-connect/)

[ ![Product Awards](https://www.selecthub.com/display/images/awards_badge.svg) ](#awards-section) 

[Get Free Demo](https://pmo.selecthub.com/get-product-demo/?category=Call+Center+Software&product%5Fname=Five9&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2Fe57c6b956a6521b28495f2886ca0977a-8d5f2001bb2e4c6bb1353e04fc75138d%2Fresources%2Fnormal%2Flogo.png%3F1693316229) [Demo](https://pmo.selecthub.com/get-product-demo/?category=Call+Center+Software&product%5Fname=Five9&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2Fe57c6b956a6521b28495f2886ca0977a-8d5f2001bb2e4c6bb1353e04fc75138d%2Fresources%2Fnormal%2Flogo.png%3F1693316229) [Request Pricing](https://pmo.selecthub.com/get-product-pricing/?category=Call+Center+Software&product%5Fname=Five9&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2Fe57c6b956a6521b28495f2886ca0977a-8d5f2001bb2e4c6bb1353e04fc75138d%2Fresources%2Fnormal%2Flogo.png%3F1693316229&price=2) [Pricing](https://pmo.selecthub.com/get-product-pricing/?category=Call+Center+Software&product%5Fname=Five9&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2Fe57c6b956a6521b28495f2886ca0977a-8d5f2001bb2e4c6bb1353e04fc75138d%2Fresources%2Fnormal%2Flogo.png%3F1693316229&price=2) 

[Get Free Demo](https://pmo.selecthub.com/get-product-demo/?category=Call+Center+Software&product%5Fname=Amazon%2BConnect&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2F0996dd16b0020a17a26b94f4675fd3da-d34e433e93d77f5433219e5f1602055c%2Fresources%2Fnormal%2Flogo.png%3F1693319157) [Demo](https://pmo.selecthub.com/get-product-demo/?category=Call+Center+Software&product%5Fname=Amazon%2BConnect&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2F0996dd16b0020a17a26b94f4675fd3da-d34e433e93d77f5433219e5f1602055c%2Fresources%2Fnormal%2Flogo.png%3F1693319157) [Request Pricing](https://pmo.selecthub.com/get-product-pricing/?category=Call+Center+Software&product%5Fname=Amazon%2BConnect&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2F0996dd16b0020a17a26b94f4675fd3da-d34e433e93d77f5433219e5f1602055c%2Fresources%2Fnormal%2Flogo.png%3F1693319157&price=1) [Pricing](https://pmo.selecthub.com/get-product-pricing/?category=Call+Center+Software&product%5Fname=Amazon%2BConnect&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2F0996dd16b0020a17a26b94f4675fd3da-d34e433e93d77f5433219e5f1602055c%2Fresources%2Fnormal%2Flogo.png%3F1693319157&price=1) 

### Products Insights 

Overall Rating Comparison 

[ Analyst Rating 86 Detailed Analysis ](#analyst-rating-section) [ User Sentiment ![Great User Sentiment](https://www.selecthub.com/display/images/scores/great.svg) (615 Reviews) ](#user-sentiment-section) 

[ Analyst Rating 83 Detailed Analysis ](#analyst-rating-section) [ User Sentiment ![Excellent User Sentiment](https://www.selecthub.com/display/images/scores/excellent.svg) (114 Reviews) ](#user-sentiment-section) 

Price Starts From 

$100/User, Monthly 

Free Trial is unavailable → 

$0.018/Minute, Usage-Based 

[Free Trial is available →](https://pmo.selecthub.com/free-trial/?product%5Fname=Amazon Connect&category=Call Center Software&product%5Flogo=https://d3uimxdj41cg3o.cloudfront.net/products/0996dd16b0020a17a26b94f4675fd3da-d34e433e93d77f5433219e5f1602055c/resources/normal/logo.png?1693319157) 

Pros 

What we like about Five9 and Amazon Connect: 

* Pre-built CRM adapters for Salesforce, Oracle, Microsoft, Zendesk and ServiceNow simplify integration setup
* Supervisor Desktop lets managers monitor live calls, coach agents silently and track queue metrics in real time
* Workforce management tools help align staffing schedules, track adherence and support agent self-service on mobile
* Users find the interface straightforward and automation features strong for handling complex workflows

* Usage-based pricing means you only pay for what you use, with no per-seat commitments
* Tight integration with AWS services like Amazon Lex and Polly makes adding AI features straightforward
* Scales contact center operations up or down quickly, handling fluctuating or seasonal call volumes well
* Self-service interface lets managers change call flows and agent groups without needing technical help

Cons 

What we dislike about Five9 and Amazon Connect: 

* Deployment is lengthy and time-consuming, with users frequently running into issues during rollout
* Reporting is hard to navigate without support, making it difficult to pull actionable insights independently
* Call features like transfer, hold and caller ID have reliability problems that disrupt live interactions
* Salesforce integration gets infrequent backend updates, limiting its usefulness for teams that rely on it heavily

* Customizing routing flows and UI for complex workflows requires significant technical effort
* Reporting is limited, making it hard to get granular performance data without custom development
* The platform has a steep learning curve for users without an AWS or technical background
* Tightly coupled to the AWS ecosystem, which can be a constraint for teams using other cloud platforms

### Our Review 

**Bottom line:** Five9 is a better fit if you need a fully featured contact center with per-seat pricing and deep CRM integrations out of the box. Amazon Connect makes more sense if you're already on AWS and want flexible, usage-based billing with room to build custom solutions.

Five9 gives you a lot of structure from the start. Pre-built adapters for Salesforce, Oracle, Microsoft, Zendesk and ServiceNow mean your agents aren't stitching together integrations manually. The supervisor tooling is also strong — managers can monitor call queues, listen in on live calls and coach agents without agents knowing. For teams that want predictable per-seat pricing, Five9 starts at $100 per user per month.

Amazon Connect takes a different approach. It runs on AWS and charges $0.018 per minute on a usage-based model, so you only pay for what you actually use. That makes it attractive if your call volumes spike seasonally or you want to avoid locking into a per-seat contract. It also plugs into Amazon Lex for chatbots and Amazon Polly for text-to-speech without much setup, assuming you're already in the AWS ecosystem.

Where Five9 struggles is deployment and day-to-day reliability. Users report the rollout is slow and troublesome, and call features like hold, transfer and caller ID have had issues mid-call. Reporting is also hard to use without support. Amazon Connect has its own friction — customizing routing logic for complex needs takes real technical work, and the reporting tools aren't granular enough for teams that want deep performance data without custom development.

If you're a small or mid-sized team that wants a ready-to-use contact center with minimal setup, Five9 is worth a close look — just demo it thoroughly before committing. If you're already running on AWS and want a cost model that flexes with your usage, Amazon Connect is the more natural fit, especially once your team gets past the learning curve.

### Analyst Rating Summary 

Overall Scores 

Based on the research and analysis by SelectHub's team of research analysts, Five9 has an analyst rating of 86\. By comparison Amazon Connect has an analyst rating of 83\. 

86 

83 

Features Comparison 

**Calling Capabilities**  
Effortlessly connect with customers using crystal-clear voice and reliable calling features that make every conversation smooth and professional. 

78 

78 

**Call Routing System**  
Effortlessly connect every caller to the right agent on the first try, saving everyone time and ensuring your customers feel heard immediately. 

70 

76 

**Collaboration**  
Let your agents quickly consult with internal experts or supervisors during a live call to solve complex customer issues instantly and accurately. 

98 

93 

[Show More](#) [Show More](https://pmo.selecthub.com/customize-data/?category=Call Center Software) 

Strengths 

The best features of Five9 and Amazon Connect as judged by user reviews and analyst validation. 

Dialers

Mobile Capabilities

Platform Capabilities

Voice Intelligence and Analytics

Workforce Management

Mobile Capabilities

Platform Capabilities

Voice Intelligence and Analytics

Collaboration

Dialers

### Analyst Ratings for Functional Requirements [Customize This Data](#) [Customize This Data](https://pmo.selecthub.com/customize-data/?category=Call Center Software) 

How Five9 and Amazon Connect compare against the top 9 functional requirements as defined by SelectHub project data. 

Five9 Amazon Connect 

\+ Add Product [\+ Add Product](https://pmo.selecthub.com/customize-data/?category=Call Center Software) 

Calling Capabilities Call Routing System Collaboration Dialers Mobile Capabilities Phone System Voice Intelligence AndAnalytics Voicemail AndMessaging Workforce Management 78 70 98 100 100 88 100 71 100 78 76 93 88 100 88 100 83 35 0 25 50 75 100 

Implementation Level of Effort Estimation 

**Tier 1:** Fully/moderately supported out-of-the-box allowing for quick and easy deployment. [Read more](#) 

**Tier 2:** Supported with workarounds or add-ons that may require additional costs. 

**Tier 3:** Requires partner integrations or custom development that is often at an additional cost. 

**Calling Capabilities**   
Effortlessly connect with customers using crystal-clear voice and reliable calling features that make every conversation smooth and professional. 

78%

0%

22%

78%

0%

22%

**Call Routing System**   
Effortlessly connect every caller to the right agent on the first try, saving everyone time and ensuring your customers feel heard immediately. 

71%

0%

29%

76%

0%

24%

**Collaboration**   
Let your agents quickly consult with internal experts or supervisors during a live call to solve complex customer issues instantly and accurately. 

100%

0%

0%

86%

0%

14%

**Dialers**   
Automate outbound calls to your contact list for sales and reminders, so your agents spend less time dialing and more time engaging with customers. 

100%

0%

0%

88%

0%

12%

**Mobile Capabilities**   
Manage your entire contact center and let agents handle calls from any location using their preferred device, ensuring uninterrupted service and flexibility. 

100%

0%

0%

100%

0%

0%

**Phone System**   
Manage all your business calls reliably through an internet connection, making it easy to scale your operations without buying expensive, traditional phone hardware. 

88%

0%

12%

88%

0%

12%

**Voice Intelligence And Analytics**   
Understand exactly what your customers are feeling and what your best agents are saying by automatically analyzing every spoken word. 

100%

0%

0%

100%

0%

0%

**Voicemail And Messaging**   
Allow customers to easily leave you a voice or text message if they cannot connect with an agent, so you never miss an important opportunity. 

71%

0%

29%

57%

43%

0%

**Workforce Management**   
Optimize your scheduling and forecasting to ensure you always have the right number of agents available to meet predicted customer demand and call volume. 

100%

0%

0%

0%

0%

100%

**Customize This Data For Your Unique Needs**and compare feature capabilities head-to-head [CUSTOMIZE NOW](#) [CUSTOMIZE NOW](https://pmo.selecthub.com/customize-data/?category=Call Center Software) 

### Analyst Ratings for Technical Requirements [Customize This Data](#) [Customize This Data](https://pmo.selecthub.com/customize-data/?category=Call Center Software) 

Implementation Level of Effort Estimation 

**Tier 1:** Fully/moderately supported out-of-the-box allowing for quick and easy deployment. [Read more](#) 

**Tier 2:** Supported with workarounds or add-ons that may require additional costs. 

**Tier 3:** Requires partner integrations or custom development that is often at an additional cost. 

**Platform Capabilities**   
Integrate all your critical business tools, like your customer relationship management system, so agents have a complete view of the customer instantly. 

100%

0%

0%

100%

0%

0%

**Requirements Summary**Of typical requirements, 84.9% are fully supported out of the box by Five9 including Dialers, Mobile Capabilities and Platform Capabilities. Amazon Connect supports 79.2% and excels at Mobile Capabilities, Platform Capabilities and Voice Intelligence And Analytics. Five9 has an analyst rating of 86 and a user sentiment rating of 'great' based on 615 reviews, while Amazon Connect has an analyst rating of 83 and a user sentiment rating of 'excellent' based on 114 reviews. 

### User Sentiment Summary 

Five9 has a user sentiment rating of 81 based on 615 reviews. Amazon Connect has a user sentiment rating of 91 based on 114 reviews. 

![Great User Sentiment](https://www.selecthub.com/display/images/scores/great.svg) 615 reviews 

![Excellent User Sentiment](https://www.selecthub.com/display/images/scores/excellent.svg) 114 reviews 

Synopsis 

Evaluating all review platforms, our market analysts have compiled the following user sentiment data. 

81% 

of users recommend this product

Five9 has a 'great' User Satisfaction Rating of 81% when considering 615 user reviews from 4 recognized software review sites. 

91% 

of users recommend this product

Amazon Connect has a 'excellent' User Satisfaction Rating of 91% when considering 114 user reviews from 3 recognized software review sites. 

User Review Scores 

**G2.com, Inc** 

**3.7** (185) 

**4.3** (34) 

**Software Advice, Inc** 

**4.2** (373) 

n/a 

**Gartner, Inc** 

**4.5** (15) 

**4.7** (69) 

**TrustRadius** 

**4.0** (42) 

**4.4** (11) 

### Awards 

SelectHub awards earned by these products based on a comprehensive analysis by our research analysts. 

SelectHub research analysts have evaluated Five9 and concluded it earns best-in-class honors for Dialers and Workforce Management. 

![Dialers Award]()

![Workforce Management Award]()

Amazon Connect stands above the rest by achieving an ‘Excellent’ rating as a User Favorite. 

![User Favorite Award]()

### Product Assistance 

Training Resources 

Documentation

In Person

Live Online

Videos

Webinars

Documentation

In Person

Live Online

Videos

Webinars

Support 

Email

Phone

Chat

FAQ

Forum

Knowledge Base

24/7 Live Support

Email

Phone

Chat

FAQ

Forum

Knowledge Base

24/7 Live Support

### Product Basics 

Company Size 

i 

Small

Medium

Large

Small

Medium

Large

Platforms Supported 

Windows

Mac

Linux

Android

Chromebook

Windows

Mac

Linux

Android

Chromebook

Deployment Supported 

Cloud

On-Premise

Mobile

Cloud

On-Premise

Mobile

Comparison of Top Alternatives 

[Five9 Alternatives ](https://www.selecthub.com/call-center-software/five9/alternatives/) 

[Amazon Connect Alternatives ](https://www.selecthub.com/call-center-software/amazon-connect/alternatives/) 

### Screenshots 

![Screenshots]()![Screenshots]()![Screenshots]() 

![Screenshots]()![Screenshots]()![Screenshots]() 

### Key Features 

* **CRM integrations** – Pre-built adapters for Salesforce, Oracle, Microsoft, Zendesk and ServiceNow give agents a single platform to manage and capture customer interactions.
* **Supervisor tools** – Managers can monitor live call queues, listen silently to active calls, coach agents mid-call and track wait times and campaign status from a single dashboard.
* **Workforce management** – Tracks schedule adherence, supports multi-skill and multi-channel staffing forecasts, and lets agents access self-service features from mobile devices.
* **Agent Assist** – Automatically generates call summaries and transcripts after each call and surfaces coaching articles and knowledge base content to reduce handle times.
* **Gamification** – Creates games and reward systems to reinforce agent behavior, encourage positive habits and keep teams motivated.

* **AWS service integrations** – Connects natively with Amazon Lex for chatbot flows and Amazon Polly for text-to-speech, letting you add AI features without third-party integrations.
* **Contact Flow Builder** – Lets you design automated contact flows that pull real-time data from any backend system via AWS Lambda to personalize interactions before the caller explains their issue.
* **Unified Customer Profiles** – Gives agents a single view of a customer's contact history, sentiment, CRM data and order status before and during a call.
* **Call Authentication** – Uses machine learning to analyze voice characteristics and carrier metadata in real time, so agents can verify caller identity faster without manual checks.
* **Predictive Dialer** – Calls customers from a list automatically, detects busy signals, and uses a machine learning model to handle voicemail greetings, connecting agents only to live customers.

### Top Alternatives in Call Center Software 

[  Amazon Connect ](https://www.selecthub.com/p/call-center-software/amazon-connect/) [  Avaya ](https://www.selecthub.com/p/call-center-software/avaya/) [  Bright Pattern ](https://www.selecthub.com/p/call-center-software/bright-pattern/) [  CallHippo ](https://www.selecthub.com/p/virtual-phone-systems/callhippo/) [  Cisco Contact Center ](https://www.selecthub.com/p/call-center-software/cisco-contact-center/) [  CXone ](https://www.selecthub.com/p/customer-experience-software/cxone/) [  Dialpad Contact Center ](https://www.selecthub.com/p/call-center-software/dialpad-contact-center/) [  Engage Voice for Zendesk ](https://www.selecthub.com/p/call-center-software/engage-voice-for-zendesk/) [  Genesys Cloud CX ](https://www.selecthub.com/p/call-center-software/genesys-cloud/) [  RingCentral Contact Center ](https://www.selecthub.com/p/call-center-software/ringcentral-contact-center/) 

### Related Categories 

Five9 and Amazon Connect can also be found with other leading products in these categories: 

[Auto Dialer Software ](https://www.selecthub.com/c/auto-dialer-software/) 

[Conversational IVR Software ](https://www.selecthub.com/c/conversational-ivr-software/) 

Show more 

[Customer Service Software ](https://www.selecthub.com/c/customer-service-software/) 

Show more 

### Head-to-Head Comparison 

![Five9 Software Tool]() 

![8x8 Software Tool]() 

[Five9 VS 8x8](https://www.selecthub.com/call-center-software/8x8-vs-five9/) 

![Five9 Software Tool]() 

![Amazon Connect Software Tool]() 

[Five9 VS Amazon Connect](https://www.selecthub.com/call-center-software/five9-vs-amazon-connect/) 

![Five9 Software Tool]() 

![Avaya Software Tool]() 

[Five9 VS Avaya](https://www.selecthub.com/call-center-software/five9-vs-avaya/) 

![Five9 Software Tool]() 

![Bright Pattern Software Tool]() 

[Five9 VS Bright Pattern](https://www.selecthub.com/call-center-software/five9-vs-bright-pattern/) 

![Five9 Software Tool]() 

![Cisco Contact Center Software Tool]() 

[Five9 VS Cisco Contact Center](https://www.selecthub.com/call-center-software/five9-vs-cisco-contact-center/) 

![Five9 Software Tool]() 

![Dialpad Contact Center Software Tool]() 

[Five9 VS Dialpad Contact Center](https://www.selecthub.com/call-center-software/five9-vs-dialpad-contact-center/) 

![Five9 Software Tool]() 

![Engage Voice for Zendesk Software Tool]() 

[Five9 VS Engage Voice for Zendesk](https://www.selecthub.com/call-center-software/five9-vs-engage-voice-for-zendesk/) 

![Five9 Software Tool]() 

![Genesys Cloud CX Software Tool]() 

[Five9 VS Genesys Cloud CX](https://www.selecthub.com/call-center-software/five9-vs-genesys-cloud/) 

![Five9 Software Tool]() 

![LiveOps Software Tool]() 

[Five9 VS LiveOps](https://www.selecthub.com/call-center-software/liveops-vs-five9/) 

![Five9 Software Tool]() 

![RingCentral Contact Center Software Tool]() 

[Five9 VS RingCentral Contact Center](https://www.selecthub.com/call-center-software/five9-vs-ringcentral-contact-center/) 

![Five9 Software Tool]() 

![TalkDesk Software Tool]() 

[Five9 VS TalkDesk](https://www.selecthub.com/call-center-software/five9-vs-talkdesk/) 

![Five9 Software Tool]() 

![Vonage Contact Center Software Tool]() 

[Five9 VS Vonage Contact Center](https://www.selecthub.com/call-center-software/five9-vs-vonage-contact-center/) 

**About SelectHub (and our data)** 

We’re the employee-owned Austin-based startup democratizing software data so you can make your decisions in an influence-free zone. Our market data is crowdsourced from our user-base of 100,000+ companies.

WE DISTILL IT INTO REAL REQUIREMENTS, COMPARISON REPORTS, PRICE GUIDES and more...

![SelectHub Products Reporting and Analytics]() 

[Build Your Requirements](https://pmo.selecthub.com/call-center-software-requirements-onsi/)

![SelectHub Products Cost and Pricing Guide]() 

[Get Your Free Comparison Report](https://pmo.selecthub.com/request-custom-scorecard/?category=Call%20Center%20Software)

**Tier 1:**  
Fully/moderately supported out-of-the-box allowing for quick and easy deployment.  
Fully or moderately supported out-of-the-box with industry-leading capabilities and is immediately available after installation without needing any add-ons, integrations, or custom development. 

**Tier 2:**  
Supported with workarounds or add-ons that may require additional costs.  
Not directly available in the software, but can be accomplished using other built-in features, workarounds, or add-ons/products from the vendor with or without any additional cost. 

**Tier 3:**  
Requires partner integrations or custom development that is often at an additional cost.  
Requires additional integrations, plugins, marketplace applications from a third-party vendor, or custom development using the APIs, libraries, extensions, and development framework supported by the software, with or without any additional cost. 

[Close](#)

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