Home > Call Center Software > Amazon Connect > Amazon Connect vs VICIdial

Amazon Connect vs VICIdial

Last Updated: November 18th, 2024

Our analysts compared Amazon Connect vs VICIdial based on data from our 400+ point analysis of Call Center Software, user reviews and our own crowdsourced data from our free software selection platform.

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Product Basics

Amazon Connect is a cloud contact center platform that offers customer service over voice, tasks and chat at a comparatively lower cost. The product uses the Amazon Simple Storage Service (Amazon S3) to record and store exported reports and conversations. From there, it creates default buckets for storage requirements. Its self-service graphical interface helps non-technical users to manage agents, design contact flows and track performance metrics easily without specialized skills. Sales representatives build natural language contact flows with the Amazon Lex with a natural language understanding (NLU) and automatic speech recognition (ASR) technology powering Amazon Alexa.

VICIdial is an open-source contact center solution designed to efficiently manage inbound and outbound calls. It’s well-suited for businesses of all sizes that need to handle high volumes of customer interactions. The software offers features such as automatic call distribution, predictive dialing and real-time monitoring, and helps enhance productivity and streamline operations.

Users appreciate its suite of business-specific features, cost-effectiveness and the ability to customize reports and dashboards. Contact the vendor for information on pricing.

$0.018/Minute, Usage-Based

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$400 Monthly

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Chromebook

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Product Assistance

Documentation

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Videos

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Phone

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24/7 Live Support

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Product Insights

Flexible Pricing: Save more by paying just for the used functionalities and stop/resume any services at any point in time.
High-Quality Audio: Enhance customer experiences with 16kHz audio, packet-loss resistant calls made over the internet from a desktop using the product’s softphone.
Automated Communications: Integrate with Amazon Pinpoint to add outbound email channels and SMS in the product and send communications automatically. Communicate programmatically with the help of outbound API without performing complex and expensive third-party integrations.
Omnichannel Routing: Eliminate working across multiple tools by using a single UI across all communication channels. Increase operational efficiency and avoid rebuilding interaction flows using the same automated chatbots and interactions across voice or chat. Improve customer experience and reduce resolution time by building call flows, reports and rules once and enabling them across channels.
Efficient Routing: Increase efficiency among agents through a single UI engine for chat and calls. Minimize wait times and ensure customer satisfaction by transferring calls to the most appropriate agent based on availability, customer sentiment, history and skillset.
Faster Issue Resolution: Connect knowledge repositories with built-in connectors for third-party applications like ServiceNow and Salesforce, FAQ stores, internal wikis and file shares. Leverage speech analytics powered by machine learning to detect customer issues automatically during calls and then help resolve them in real-time.

Integrate Easily: Integrate all of your customer interactions in one place, whether they're from your phone system, CRM or messaging apps. Connect with popular CRMs like Zoho and Salesforce through Dialerking.
Improve Productivity and Efficiency: Use the predictive calling feature to tell your agents who to call and when to call them. This way, they won't have to waste time searching for phone numbers or making calls manually.
Ensure Compliance: Follow FTC and FCC rules for dropped calls, caller ID, call abandon features and filtering out cell phones in the USA, and OFCOM rules for dropped calls in the UK.
Provide Better Customer Service: Know what your customers want and when they want it so you can offer them the right products and services at the right time. Use predictive calling to let your customers know who's calling before they pick up the phone so they’re ready to talk.
Gather Insights: Access real-time reports on business KPIs that help you track your team's progress and make smart decisions to improve your sales and marketing.

Automation, Omnichannel and Telephony:
- Telephony: Eliminate the need to handle multiple vendors, commit to peak call volumes and negotiate complex contracts by simply managing a network of telephony providers from around the world. Access services such as direct inward dial (DID), over 200 calling destinations and toll-free phone numbers in more than20 countries worldwide. Understand proactive monitoring, which can scale up and down within seconds from telephony experts.
- Omnichannel: Access contact centers embedded and intelligent high-volume outbound communications across multiple channels. Speak with millions of people daily for marketing promotions, upcoming delivery notifications and appointment reminders. Schedule communications by simply specifying the communication channel and contact list.
- Predictive Dialer With Answering Machine Interaction: Increase efficiency by calling customers in a list automatically. Connect only to live customers by detecting busy signals, respond to voicemail greetings through a machine learning model.
- Web and Mobile Chat: Offer customers the ability to text agents without being available simultaneously through asynchronous messaging. Take advantage of secure and encrypted chats that support all existing compliance certifications. Talk with Apple Business Chat or iOS messaging through the product’s routing, contact flows and configuration.
- Task Management: Maintain a high customer satisfaction rate through follow-up items to resolve customer requests and issues. Prioritize track and assign agent tasks to completion easily. Improve agent productivity by automating tasks that don’t require user interaction.
- Automation: Save time and money with intelligent automation and self-service tools such as interactive voice response, natural language chatbots and automated customer voice authentication. Provide a seamless multi-channel communication experience for chat, voice and task management. Improve efficiency and eliminate the need to repeat tasks and functions by automation capabilities.

Customizations: Customize reports, languages and dialing methods, and connect the platform to other tools you use, like your lead management system or CRM. Create a customized phone menu (IVR) and import/export data easily.
System Integration: Integrate with a suite of applications, special reporting tools and ERP systems.
Hosting: Use features designed specifically for call centers, such as custom-built servers to handle network load, tools to clean up phone number lists, strong data encryption to keep information safe and soundboards to help your agents sound their best.
Scalable Hardware: Scale easily to accommodate increasing availability and capacity demands with hardware options that fit call centers of all sizes.
- SMB Hardware: Perfect for small to medium call centers. Built with quality parts and comes in different sizes to fit your office space, and can handle up to 25 outbound agents or 40 inbound agents.
- Enterprise Hardware: Built for high volume and can handle up to 1,000 outbound or 1,500 inbound agents.
- Accessories: Include cards for phone lines, tools for better sound quality and devices to keep everything running smoothly.
Skill-Based Routing: Send calls and emails to agents who have the right skills to handle them to help customers quickly and efficiently.
Integrated Call Recording: Record all calls to your agents automatically with VICIDial's call recording feature. Choose when to start and stop recording with agent control, and record three-way calls, even if your agent drops off. Store all recordings safely and access them easily from the product website.
Web-Configurable IVRs and Voicemail Boxes: Build multi-level phone menus (IVRs) with hundreds of options, time-based choices and customer response tracking through the Administrative website. Connect with your own systems to create dynamic IVRs that give callers updates on their orders and shipments, and let them pay by phone.
Internal Chat and Broadcast Messaging: Send messages from managers to agents and allow responses with VICIhost. Have group chats with multiple agents in the same chat window, and communicate with agents, even during calls, with Internal Chat and Whisper monitoring.

Product Ranking

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#44

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Analyst Rating Summary

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User Sentiment Summary

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.

93%

of users recommend this product

VICIdial has a 'excellent' User Satisfaction Rating of 93% when considering 311 user reviews from 3 recognized software review sites.

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4.6 (16)

4.3 (34)

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4.7 (259)

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4.4 (11)

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Synopsis of User Ratings and Reviews

Easy to Use: The interface is straightforward and intuitive, making it simple for users to learn and navigate the system. This ease of use allows managers and supervisors to independently make changes to call flows and agent groups without relying on others.

Scalability: Amazon Connect's cloud-based nature allows businesses to easily scale their contact center operations up or down as needed. This flexibility is particularly beneficial for businesses with fluctuating call volumes or seasonal demands.

Cost-Effective: The pay-as-you-go pricing model means businesses only pay for the resources they use, making it a cost-effective solution compared to traditional on-premises contact center systems.

Integrations: Amazon Connect integrates seamlessly with other AWS services and third-party applications, allowing businesses to create a unified communications ecosystem. This can include CRM systems, helpdesk platforms, and workforce management tools.

Advanced Features: The platform offers a wide range of features, including skills-based routing, call recording, real-time analytics, and chatbots, enabling businesses to deliver a personalized and efficient customer experience.

Boost Productivity: Automate tasks, simplify workflows and help your team get more work done.

Save Money: Cut costs on equipment, installation and other expenses that come with traditional phone systems.

Reach Customers Everywhere: Connect with customers on the phone, email, live chat and social media, all from one platform.

Track Your Success: See how your team is performing and improve your customer support with easy-to-use reports and insights.

Limited Customization: The user interface can be challenging to navigate and customize to specific workflows, especially for complex routing needs or integrations with other systems.

Reporting Challenges: Generating customized reports or accessing granular data for analysis can be difficult, limiting the ability to gain deep insights into call center performance and agent activity.

Learning Curve: The platform's features and functionalities can have a steep learning curve, requiring significant time and effort for users to become proficient, especially those without a technical background.

Setup Needs: Getting started requires setting up computers, software and networks.

Team Effort: You'll need to hire and train staff to run your call center, which can take time and money, especially for smaller businesses.

Amazon Connect, the cloud-based contact center software from Amazon Web Services (AWS), has garnered a mixed bag of user reviews over the past year. While some users rave about its user-friendly interface, scalability to accommodate growth, and cost-effectiveness compared to traditional contact center solutions, others point out its limitations in advanced features and express dissatisfaction with customer support. The software's strengths lie in its ease of use, particularly for those familiar with other AWS products, and its pay-as-you-go pricing model, which allows businesses to only pay for what they use. This makes it a great option for startups and small businesses looking for an affordable and scalable solution. However, more established businesses with complex needs may find the lack of advanced features, such as robust workforce management tools, to be a dealbreaker. One of the key differentiators of Amazon Connect is its seamless integration with other AWS services, such as Amazon Lex for chatbots and Amazon Polly for text-to-speech. This allows businesses to easily add AI-powered features to their contact center without the need for extensive coding or third-party integrations. However, this tight integration with the AWS ecosystem can also be a drawback for businesses that use other cloud platforms or have existing investments in third-party contact center solutions. Overall, Amazon Connect is a solid choice for businesses seeking a user-friendly and cost-effective cloud contact center solution, especially those already invested in the AWS ecosystem. However, businesses with complex requirements or those seeking top-tier customer support may want to explore other options.

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FAQ

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