8x8 Contact Center vs Amazon Connect: Which is Better in 2026?
Choosing between 8x8 Contact Center and Amazon Connect comes down to understanding what each tool does best. This comparison breaks down the key differences so you can make an informed decision based on your specific needs, not marketing claims.
Bottom line: 8x8 Contact Center wins this matchup. Our overall Call Center pick is Dialpad. Our free Call Center pick is Dialpad. Pick Amazon Connect if you need its specific feature set.
Short on time? Here's the quick answer
We've tested both tools. Here's who should pick what:
8x8 Contact Center
Cloud contact center with UCaaS
Best for you if:
- • You want industry-leading 99.999% financially backed uptime SLA
- • You want unified UCaaS and CCaaS on a single platform
Amazon Connect
Omnichannel cloud contact center powered by AI
Best for you if:
- • You want true pay-per-use pricing eliminates seat-based licensing costs
- • You want enterprise-proven scale backed by Amazon own contact center infrastructure
| At a Glance | 8x8 Contact Center | Amazon Connect |
|---|---|---|
Starts at | Custom | Custom |
Best For | Call Center | Call Center |
Rating | 3.6/5 | 4.5/5 |
Free plan | No | No |
Choose 8x8 Contact Center or Amazon Connect?
Choose 8x8 Contact Center if
Cloud contact center with UCaaS
- You want industry-leading 99.999% financially backed uptime SLA
- You want unified UCaaS and CCaaS on a single platform
Choose Amazon Connect if
Omnichannel cloud contact center powered by AI
- You want true pay-per-use pricing eliminates seat-based licensing costs
- You want enterprise-proven scale backed by Amazon own contact center infrastructure
| Feature | 8x8 Contact Center | Amazon Connect |
|---|---|---|
| Pricing Model | Paid | Paid |
| User Rating | ★3.6/5 933 reviews | ★4.5/5 188 reviews |
| Categories | Call CenterCustomer Support | Call CenterCustomer Support |
In-Depth Analysis
8x8 Contact Center
Cloud contact center with UCaaS
8x8's pricing for their Contact Center solution, starting at ~$85/user/month, is on the higher end compared to some competitors, especially considering add-ons like Workforce Management and Speech Analytics.
Watch out
Workforce Management is an add-on for Contact Center.
Strengths
- +Industry-leading 99.999% financially backed uptime SLA
- +Unified UCaaS and CCaaS on a single platform
- +Comprehensive AI-powered analytics and quality management
- +Global reach with local numbers in 100+ countries
- +Strong integration ecosystem with major CRM and helpdesk tools
Weaknesses
- -Contact center pricing is quote-based and not transparent
- -Multi-year contracts often required for best pricing
- -Advanced features like WFM and speech analytics are add-on modules
- -Interface can feel complex for smaller teams
- -Onboarding and setup can take weeks for full deployment
Key features
Amazon Connect
Omnichannel cloud contact center powered by AI
Amazon Connect's pay-as-you-go model is generally fair and competitive, especially with no minimum fees or long-term commitments.
Watch out
Storage for call recordings
Strengths
- +True pay-per-use pricing eliminates seat-based licensing costs
- +Enterprise-proven scale backed by Amazon own contact center infrastructure
- +AI capabilities included at no extra charge across all channels
- +Rapid deployment without hardware procurement or telecom contracts
- +Seamless integration with the broader AWS cloud ecosystem
Weaknesses
- -Steep learning curve for teams without AWS experience
- -Usage-based billing can become unpredictable at high volumes
- -Limited out-of-the-box reporting compared to dedicated analytics platforms
- -Telephony costs vary by region and add to per-minute charges
- -Customization often requires developer resources and AWS expertise
Key features
Who Should Use What?
On a budget?
Both are paid. Compare plans on their websites.
Go with: 8x8 Contact Center
Want the highest-rated option?
8x8 Contact Center: 3.6/5 (933 reviews). Amazon Connect: 4.5/5 (188 reviews).
Go with: Amazon Connect
Value user reviews?
8x8 Contact Center: 933 reviews (3.6/5). Amazon Connect: 188 reviews (4.5/5).
Go with: 8x8 Contact Center
3 Questions to Help You Decide
What's your budget?
Both are paid. Pricing won't help you decide here.
What's your use case?
Both are call center tools. Compare their specific features to decide.
How important are ratings?
Amazon Connect is rated higher: 4.5/5 vs 3.6/5.
Key Takeaways
8x8 Contact Center
- Larger review base (933 reviews)
- Our pick for this comparison
Amazon Connect
- Higher user rating: 4.5/5 vs 3.6/5
The Bottom Line
8x8 Contact Center wins this matchup. Our overall Call Center pick is Dialpad. Our free Call Center pick is Dialpad.
Frequently Asked Questions
Is 8x8 Contact Center or Amazon Connect better?
8x8 Contact Center is rated in our evaluation. Both are paid.
What are 8x8 Contact Center and Amazon Connect used for?
8x8 Contact Center: Cloud contact center with UCaaS. Amazon Connect: Omnichannel cloud contact center powered by AI.
What does 8x8 Contact Center cost vs Amazon Connect?
8x8 Contact Center is a paid tool. Amazon Connect is a paid tool. Visit their websites for detailed pricing.