Cisco Unified Workforce Optimization vs Amazon Connect: What are the differences?

Developers describe Cisco Unified Workforce Optimization as "It allows contact centers to manage their human. capital resources". It allows contact centers to manage their human. capital resources. Managers can develop schedules for multiple sites, manage critical data and key performance. indicators (KPIs), and manage real-time adherence of agents to their schedules. On the other hand, Amazon Connect is detailed as "Simple to use, cloud-based contact center". The self-service graphical interface in Amazon Connect makes it easy for non-technical users to design contact flows, manage agents, and track performance metrics – no specialized skills required.

Cisco Unified Workforce Optimization and Amazon Connect can be primarily classified as "Call Center Management" tools.

Some of the features offered by Cisco Unified Workforce Optimization are:

• Aligns contact center performance with business objectives
• Integrates workforce optimization software with desktop tools
• Unifies the customer interaction process

On the other hand, Amazon Connect provides the following key features:

• Easy to set up and manage
• Scalable and elastic
• Pay as you go