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Amazon Connect vs Zendesk Chat comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Setup Cost

No sentiment score available
Amazon Connect offers cost efficiency and flexibility, but integration and setup complexity may impact overall expenses.
No sentiment score available
Rated four out of ten in terms of expense.
 

Scalability Issues

Sentiment score
8.5
Amazon Connect offers high scalability, handling varying call volumes and global agent management efficiently despite initially high costs.
No sentiment score available
Amazon Connect is scalable and supports both small and high-volume contact centers with consistent performance.
 

Valuable Features

Sentiment score
8.9
Amazon Connect streamlines customer service with scalable features, AWS integration, and a cost-effective, user-friendly design for voice and chat.
No sentiment score available
The Connect Lens feature most improves contact center efficiency by providing insights into customer journeys, behavior, and sentiment scores, allowing for areas of improvement to be identified and addressed.
 

Room For Improvement

Sentiment score
6.8
Amazon Connect users cite concerns with cost, integration, features, scalability, and quality, emphasizing improvement needs for small data volumes.
No sentiment score available
Importing data from non-native Amazon Connect channels into workforce management.
 

Stability Issues

Sentiment score
8.4
Amazon Connect is highly stable and reliable, with 99.99% uptime and praised for its global resiliency and continuous operation.
No sentiment score available
There have been no outages experienced so far.
 

Customer Service

Sentiment score
8.8
Amazon Connect offers quick support and feedback options, though support quality varies without Business or AWS Premium services.
No sentiment score available
Support is available via web, phone, and email based on incident priority.
 

Categories and Ranking

Amazon Connect
Average Rating
8.4
Reviews Sentiment
8.3
Number of Reviews
18
Ranking in other categories
Contact Center Platforms (1st), Contact Center as a Service (CCaaS) (2nd)
Zendesk Chat
Average Rating
10.0
Number of Reviews
2
Ranking in other categories
Live Chat (4th)
 

Mindshare comparison

Amazon Connect and Zendesk Chat aren’t in the same category and serve different purposes. Amazon Connect is designed for Contact Center Platforms and holds a mindshare of 28.7%, down 29.0% compared to last year.
Zendesk Chat, on the other hand, focuses on Live Chat, holds 3.8% mindshare, down 5.7% since last year.
Contact Center Platforms
Live Chat
 

Featured Reviews

Rajni Kumar Jha - PeerSpot reviewer
Offers good reliability, works well for hybrid environment, totally managed by Amazon but needs to integrate third-party CRM tools like Salesforce
My recommendation depends on your exact requirements. It involves the following aspects: * What's the size of your operation? * What specific purposes do you have in mind? * Could you elaborate on how you intend to use it? For example, if I have a call center with 30 people, and I primarily want to use it for call center operations. I wouldn't recommend Avaya or Cisco. I'd suggest considering either Amazon Connect or Salesforce Service Cloud (voice services). For Amazon Connect, I'd rate it a seven out of ten. There are a few features they still need to improve, particularly with Customer Profiles and case management. If these features become as robust as Salesforce, then Amazon Connect could be a complete contact center solution without the need to integrate third-party CRM tools like Salesforce.
Bahati Asher Faith - PeerSpot reviewer
Great live chat capabilities, useful customizations, and helpful social media assistance functionality
The most valuable aspects of the solution include: Live chat. The live chat is so easy to customize. You can customize it with fonts, and brand colors, and you can use the logic to hide it for only logged-in users so they are the only ones that can access the live chat. Hot mapping. Hot mapping is very vital for looking at having a unique URL for your knowledge base. It makes it so easy to add a DNS record and verification. Social media. Integrating with social media is pretty cool. You can use it to provide support from one place via different handles.
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Top Industries

By visitors reading reviews
Computer Software Company
20%
Government
9%
Financial Services Firm
9%
Manufacturing Company
8%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

Which is better - Genesys Cloud or Amazon Connect?
Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center management software was the better fit for us. We decided to go with Genesys Cloud. Ge...
What do you like most about Amazon Connect?
Amazon Connect is really simple, straightforward, and very flexible.
What is your experience regarding pricing and costs for Amazon Connect?
The pricing is rated ten due to its scalability and cost-effectiveness based on the level of usage. Several services are available to choose from, charging only when Lambda functions are triggered....
What do you like most about Zendesk Chat?
Having a live chat on our website has helped us a lot to communicate with our customers whenever they need support from us.
What needs improvement with Zendesk Chat?
Zendesk is expensive for smaller businesses to use. This may affect the ROI of businesses that do not have a good budget. Technical support does not provide good support on time as you have to wait...
What is your primary use case for Zendesk Chat?
I use the Zendesk Chat software to provide technical support to our clients on the website. They chat with us about their accounts and transactions. The software is so being used in internal commun...
 

Comparisons

No data available
 

Also Known As

AWS Connect
Zendesk Talk
 

Overview

 

Sample Customers

Capital One, Intuit, Adobe, Siemens, LegalZoom, DXC technology, Rackspace, Bellhop, American Preparatory Academy, The University of Texas at Dallas, University of Auckland, Origin Energy, and others.
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Find out what your peers are saying about Amazon Web Services (AWS), Genesys, Five9 and others in Contact Center Platforms. Updated: November 2024.
816,406 professionals have used our research since 2012.