7 DIFFERENCES ยท 14 THE SAME
Amazon Connect vs Five9
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SHORT ANSWER
Amazon Connect and Five9 both meet every requirement for 5 jobs we track, including omnichannel support, call and speech analytics and call monitoring and QA. The biggest difference in the data: native integrations: 11 native on Five9 against 2 native on Amazon Connect.
Both meet every requirement for
Five9 sells by custom quote, so its cost rows show no monthly total and only third-party estimates are available on its pricing page.
Differences 7
| Field | Amazon Connect | Five9 |
|---|---|---|
| COSTOmnichannel support: monthly cost at 25 users | $28/mo | Custom quote |
| COSTCall and speech analytics: monthly cost at 25 users | $28/mo | Custom quote |
| COSTCall transcription: monthly cost at 5,000 minutes/month | $28/mo | Custom quote |
| COSTPricing model | Per minute | Custom quote |
| COMPLIANCEHIPAA BAA | Unknown | Yes |
| COMPLIANCESOC 2 Type II | Unknown | Yes |
| INTEGRATIONSNative integrations | 2 native | 11 native |
The same on both 14
| Field | Amazon Connect | Five9 |
|---|---|---|
| FEATURESCall queues | Included | Included |
| FEATURESOne agent inbox for voice, chat and email | Included | Included |
| FEATURESWeb chat channel | Included | Included |
| FEATURESEmail channel | Included | Included |
| FEATURESWhatsApp Business Platform access | Included | Included |
| FEATURESCall transcription | Included | Included |
| FEATURESSpeech analytics | Included | Included |
| FEATURESSentiment analysis | Included | Included |
| FEATURESLive call monitoring | Included | Included |
| FEATURESWhisper and barge | Included | Included |
| FEATURESQA scorecards | Included | Included |
| FEATURESVolume forecasting | Included | Included |
| FEATURESAgent scheduling | Included | Included |
| FEATURESSends call summaries | Included | Included |