Amazon Connect vs Five9
Side-by-side comparison of features, pricing, and integrations.
Quick Verdict
Amazon Connect offers fewer features (44 vs 53) and more integrations (15 vs 13). Starting price: Amazon Connect at Contact Sales vs Five9 at $119/mo. Amazon Connect has 43 unique features while Five9 has 52 unique features, with 1 features in common.
| Amazon Connect | Five9 | |
|---|---|---|
| Category | Customer Support | Customer Support |
| Total Features | 44 | 53 |
| AI-Powered Features | 18 | 13 |
| Starting Price | Contact Sales | $119/mo |
| Pricing Tiers | 10 | 5 |
| Integrations | 15 | 13 |
| Shared Features | 1 | |
| Shared Integrations | 0 | |
| Data Quality | 85% | 95% |
Feature Comparison by Category
AI (9 vs 6)
| Feature | Amazon Connect | Five9 |
|---|---|---|
| AI Agents | ||
| AI Knowledge | ||
| AI Summaries | ||
| AI-Powered Agent Assist | ||
| AI-Powered Case Summarization | ||
| AI-Powered Post-Contact Summaries | ||
| AI-Powered Self-Service | ||
| Amazon Bedrock Integration | ||
| Amazon Bedrock Knowledge Bases | ||
| Amazon Lex Integration | ||
| Amazon Polly Integration | ||
| Conversational AI | ||
| Genius AI | ||
| Intelligent Virtual Agent (IVA) | ||
| Speech and Voice Capabilities |
AI Development (0 vs 1)
| Feature | Amazon Connect | Five9 |
|---|---|---|
| Five9 GenAI Studio |
Agent Management (0 vs 1)
| Feature | Amazon Connect | Five9 |
|---|---|---|
| Gamification |
Agent Tools (2 vs 2)
| Feature | Amazon Connect | Five9 |
|---|---|---|
| Agent Assist | ||
| Agent Workspace | ||
| Omnichannel Agent Desktop | ||
| Step-by-Step Agent Guides |
Analytics (5 vs 8)
| Feature | Amazon Connect | Five9 |
|---|---|---|
| AI Insights | ||
| Aceyus Vue | ||
| Aceyus Vue Dashboards | ||
| Conversational Analytics | ||
| Custom Metrics and Dashboards | ||
| Five9 Analytics | ||
| Flow Designer Analytics | ||
| Interaction Analytics | ||
| Operational Intelligence | ||
| Performance Evaluations | ||
| Performance Management Dashboard | ||
| Real-Time Operational Visibility | ||
| Reporting & Analytics |
Automation (3 vs 1)
| Feature | Amazon Connect | Five9 |
|---|---|---|
| Drag-and-Drop Workflow Designer | ||
| Predictive Dialer | ||
| Rules Engine | ||
| Workflow Automation |
Campaign Management (1 vs 0)
| Feature | Amazon Connect | Five9 |
|---|---|---|
| Outbound Campaigns |
Case Management (1 vs 0)
| Feature | Amazon Connect | Five9 |
|---|---|---|
| Cases Management |
Channels (0 vs 6)
| Feature | Amazon Connect | Five9 |
|---|---|---|
| Chat | ||
| Email Management | ||
| Live Video | ||
| SMS/MMS | ||
| Social Messaging | ||
| Voice Channel |
Communication (8 vs 0)
| Feature | Amazon Connect | Five9 |
|---|---|---|
| Chat and Messaging | ||
| Customer First Callbacks | ||
| Email Management | ||
| High-Quality Audio | ||
| In-App and Web Calling | ||
| Omnichannel Communication | ||
| Telephony Management | ||
| Video Calling and Screen Share |
Compliance (0 vs 1)
| Feature | Amazon Connect | Five9 |
|---|---|---|
| Extra Storage |
Contact Center Operations (0 vs 1)
| Feature | Amazon Connect | Five9 |
|---|---|---|
| Blended Inbound/Outbound |
Customer Data (2 vs 0)
| Feature | Amazon Connect | Five9 |
|---|---|---|
| Customer Profiles | ||
| Unified Customer Profiles |
Customer Experience (0 vs 1)
| Feature | Amazon Connect | Five9 |
|---|---|---|
| Customer Journey Mapping |
Development (0 vs 1)
| Feature | Amazon Connect | Five9 |
|---|---|---|
| APIs & SDKs |
Digital Engagement (0 vs 2)
| Feature | Amazon Connect | Five9 |
|---|---|---|
| Digital Outreach | ||
| Social Media Automation |
Governance (0 vs 1)
| Feature | Amazon Connect | Five9 |
|---|---|---|
| AI Trust & Governance |
Infrastructure (0 vs 1)
| Feature | Amazon Connect | Five9 |
|---|---|---|
| Geo Redundancy |
Integration (6 vs 0)
| Feature | Amazon Connect | Five9 |
|---|---|---|
| AWS Lambda Integration | ||
| Apple Messages for Business Integration | ||
| External Voice Connector | ||
| Third-Party Application Integration | ||
| Third-Party Speech Integration | ||
| WhatsApp Business Integration |
Integrations (0 vs 2)
| Feature | Amazon Connect | Five9 |
|---|---|---|
| CRM Integrations | ||
| UC & UCaaS Integrations |
Management (0 vs 3)
| Feature | Amazon Connect | Five9 |
|---|---|---|
| Admin Console | ||
| Agent & Supervisor Consoles | ||
| Supervisor Tools |
Monitoring (1 vs 0)
| Feature | Amazon Connect | Five9 |
|---|---|---|
| Screen Recording |
Outbound (0 vs 1)
| Feature | Amazon Connect | Five9 |
|---|---|---|
| Dialer |
Payment Processing (0 vs 1)
| Feature | Amazon Connect | Five9 |
|---|---|---|
| Secure Pay |
Quality & Compliance (0 vs 1)
| Feature | Amazon Connect | Five9 |
|---|---|---|
| Quality Management (QM) |
Recording & Analysis (0 vs 2)
| Feature | Amazon Connect | Five9 |
|---|---|---|
| Call Recording | ||
| Live Transcription |
Routing (2 vs 0)
| Feature | Amazon Connect | Five9 |
|---|---|---|
| Omnichannel Routing | ||
| Skills-Based Routing |
Security & Compliance (0 vs 1)
| Feature | Amazon Connect | Five9 |
|---|---|---|
| WFO Recording Data Protection |
Self-Service (0 vs 2)
| Feature | Amazon Connect | Five9 |
|---|---|---|
| IVR with Speech Recognition | ||
| Interactive Voice Response (IVR) |
Services (0 vs 1)
| Feature | Amazon Connect | Five9 |
|---|---|---|
| Five9 Professional Services |
Support Services (0 vs 3)
| Feature | Amazon Connect | Five9 |
|---|---|---|
| Admin Assist | ||
| Five9 Customer Success Bundles | ||
| Technical Account Manager (TAM) |
Testing (1 vs 0)
| Feature | Amazon Connect | Five9 |
|---|---|---|
| Test and Simulate Experiences |
Voice (0 vs 1)
| Feature | Amazon Connect | Five9 |
|---|---|---|
| Five9 Global Voice |
Workforce Management (3 vs 2)
| Feature | Amazon Connect | Five9 |
|---|---|---|
| Forecasting and Agent Scheduling | ||
| Intelligent Agent Scheduling | ||
| Task Management | ||
| Workforce Management (WFM) | ||
| Workforce Optimization |
Unique Features
Only in Amazon Connect (43)
Agent Workspace
Step-by-Step Agent Guides
AI-Powered Agent Assist
AI-Powered Case Summarization
AI-Powered Post-Contact Summaries
AI-Powered Self-Service
Amazon Bedrock Integration
Amazon Bedrock Knowledge Bases
Amazon Lex Integration
Amazon Polly Integration
Speech and Voice Capabilities
Conversational Analytics
Custom Metrics and Dashboards
Flow Designer Analytics
Performance Evaluations
Real-Time Operational Visibility
Drag-and-Drop Workflow Designer
Predictive Dialer
Rules Engine
Outbound Campaigns
+ 23 more unique features
Only in Five9 (52)
Gamification
Agent Assist
Omnichannel Agent Desktop
AI Agents
AI Knowledge
AI Summaries
Conversational AI
Genius AI
Intelligent Virtual Agent (IVA)
Five9 GenAI Studio
Aceyus Vue
Aceyus Vue Dashboards
AI Insights
Five9 Analytics
Interaction Analytics
Operational Intelligence
Performance Management Dashboard
Reporting & Analytics
Workflow Automation
Chat
+ 32 more unique features
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