Amazon Connect vs Zendesk Chat comparison

The compared Amazon Web Services (AWS) and Zendesk solutions aren't in the same category. Amazon Web Services (AWS) is ranked #2 in CCP , with an average rating of 8.3, and holds a 27.8% mindshare in the category. Zendesk is ranked #4 in LC , with an average rating of 10.0, and holds a 2.7% mindshare. Additionally, 100% of Amazon Web Services (AWS) users are willing to recommend the solution, compared to 100% of Zendesk users who would recommend it.

Amazon Connect

Read 18 Amazon Connect reviews

1,167 Views
965 Comparison Views

100% willing to recommend

Zendesk Chat

Read 2 Zendesk Chat reviews

35 Views
22 Comparison Views

100% willing to recommend

Amazon Connect

Zendesk Chat

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Executive Summary

We performed a comparison between Amazon Connect and Zendesk Chat based on real PeerSpot user reviews.

Find out what your peers are saying about Genesys, Amazon Web Services (AWS), Five9 and others in Contact Center Platforms.

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Contact Center Platforms

December 2024

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Helped 824,053 peers since 2012

Categories and Ranking

Amazon Connect

Average Rating

8.4

Reviews Sentiment

8.3

Number of Reviews

Ranking in other categories

Contact Center Platforms (2nd), Contact Center as a Service (CCaaS) (2nd)

Zendesk Chat

Average Rating

10.0

Number of Reviews

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 27.8%, up 27.8% compared to last year.
Zendesk Chat, on the other hand, focuses on Live Chat, holds 2.7% mindshare, down 5.8% since last year.

Contact Center Platforms

Live Chat

Featured Reviews

Rajni Kumar Jha

Senior Software Engineer at JPMorgan Chase & Co.

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.

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Bahati Asher Faith

Chief Executive Officer at Appnomu Business Services

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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Quotes from Members

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

Pros

"The solution is easy to use and has no downtime. 99.9 percent of customers are happy with AWS cloud services. It is also easy to learn, but you need to practice daily."

"The solution reduces the overall cost of migration by approximately 50%."

"Setting up a call center and onboarding agents is easy using Amazon Connect."

"Amazon Connect is really simple, straightforward, and very flexible."

"The tool's most valuable feature is its simplicity and ease of use. Unlike other cloud contact centers, Amazon Connect allows easy drag-and-drop actions. Additionally, it integrates with other AWS services like Lambda."

"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."

"Amazon recently launched a new service within Amazon Connect called Workforce Management (WFM). Only a few companies like NICE and Genesys offer comparable WFM solutions. Amazon Connect's WFM features are robust, allowing for agent scheduling, tracking their status (on call, on leave, on break, etc.)."

"Amazon Connect enhances customer experience by reducing operating costs due to its cloud-based pay-as-you-go model."

More Amazon Connect pros

"Having a live chat on our website has helped us a lot to communicate with our customers whenever they need support from us."

"We like the mobile application, which allows us to provide a faster response to the customer."

Cons

"I would like to see a cold transfer capability instead of only offering a warm transfer."

"The product does not have any reporting dashboards."

"There may be room for security improvement, especially since data is stored in the cloud. While cloud security measures are robust, there may be concerns about data safety compared to traditional server setups."

"Amazon Connect should enhance its native agent desktop. Intuitive UI should be present for the agent desktop. Currently, it forces users to rely on third-party CRM integrations. Predominantly, there is no support for full-fledged customization for the native agent desktop. More customization options for the native desktop would be beneficial."

"There are issues on features like Lambda integrations and time-out"

"Due to network issues, the agent desktop might be affected. If the firewall blocks the agent's desktop, connectivity might be disrupted."

"For a company with technical resources, it's a great tool. But for someone who wants a pre-packaged solution where everything is ready to use with some customization, it's a little more challenging."

"Smaller organizations might prefer standalone products like Success KPI WFM or Genesys WFM. Adopting Amazon Connect necessitates using other AWS services, which could lead to higher-than-expected costs. So, the potential for unknowingly increased costs is a con."

More Amazon Connect cons

"Zendesk is expensive for smaller businesses to use."

"We would like to have auto-templates for TT closure and TT updates."

Pricing and Cost Advice

"Amazon Connect has a pay-as-you-go model. But I have a slightly different perspective on it."

"I can't speak for the pricing of other contact center solutions, but in terms of Amazon Connect, compared to other AWS products, it's one of the more expensive options. However, the cost can be low if you have a smaller team of agents or receive fewer calls. Pricing is typically based on a per-user basis."

"The tool is cheaper than on-premise contact centers."

"I rate the tool's pricing an eight out of ten."

"The licensing is a pay-as-you-go model."

"The pricing of the Amazon is reasonable compared to other cloud providers."

"I would rate the pricing a nine out of ten, with ten being the most affordable."

"The tool's licensing model is pay-as-you-go."

More Amazon Connect pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Computer Software Company

19%

Financial Services Firm

10%

Government

Insurance Company

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...

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What do you like most about Amazon Connect?

Amazon Connect is really simple, straightforward, and very flexible.

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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....

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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.

See all answers

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...

See all answers

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...

See all answers

Comparisons

Genesys Cloud CX vs Amazon Connect

Compared 33% of the time

Five9 vs Amazon Connect

Compared 24% of the time

Cisco Webex Contact Center vs Amazon Connect

Compared 17% of the time

Cisco Finesse vs Amazon Connect

Compared 5% of the time

Verint Open CCaaS vs Amazon Connect

Compared 3% of the time

More Amazon Connect Competitors

No data available

Product Reports

Buyer's Guide

Amazon Connect

December 2024

Download Amazon Connect product report

Buyer's Guide

Live Chat

November 2024

Download Zendesk Chat product report

Also Known As

AWS Connect

Zendesk Talk

Learn More

Amazon Web Services (AWS)

Zendesk

Overview

Amazon Connect is a cloud-based contact center solution known for easy setup, flexible contact flow design, and integration with AWS services. It features a pay-as-you-go pricing model, offering real-time analytics, scalability, and support for both chat and voice interactions.

Amazon Connect facilitates seamless communication by integrating with CRM platforms like Salesforce and ServiceNow. It supports functionalities such as softphones, IVR systems, and AI-driven capabilities like sentiment analysis. Companies transitioning from traditional systems benefit from flexible call routing, customer interaction management, and AWS service integration. However, there are challenges like complex integration processes, limited outbound features, and a need for improved call quality and reporting customization.

What are the most important features of Amazon Connect?

Flexible Contact Flow: Easy drag-and-drop design for contact flows.
Integration: Seamless AWS and CRM platform integration.
Scalability: Efficient cloud-based scalability options.
Real-time Analytics: Offers insightful data analysis and metrics.
Voicemail Integration: Effective and efficient voicemail solutions.

What benefits should users look for in Amazon Connect reviews?

Pricing Flexibility: No upfront costs with pay-as-you-go model.
Enhanced Efficiency: Supports diverse communication methods.
Seamless Operations: Simplified operations through drag-and-drop actions.
Improved Interaction Management: AI-driven features for sentiment analysis.

Amazon Connect sees implementation across industries needing efficient cloud-based contact center management. Financial services, healthcare, and retail sectors utilize its integration capabilities with CRM systems and AWS for streamlined communication processes, capitalizing on AI and analytics features to enhance customer interactions.

Live chat and messaging create a personal connection with customers looking for support. It’s a fast and effective way to offer help—without interrupting their experience.

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

Buyer's Guide

Contact Center Platforms

December 2024

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We monitor all Contact Center Platforms reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.