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Amazon Connect vs Zendesk Chat comparison

 

Comparison Buyer's Guide

Executive Summary
 

Categories and Ranking

Amazon Connect
Average Rating
8.2
Reviews Sentiment
8.3
Number of Reviews
17
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
Apr 3, 2024
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
Mar 15, 2023
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.

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."
"There is no technical experience needed to build it. It's easy for beginners to understand and use."
"We utilize Amazon Connect to handle customer service interactions, particularly in projects where we provide professional services. For example, when developing an application, we typically set up EC2 instances on AWS. Then, to facilitate communication within our clients' internal networks, we establish connections through Amazon Connect."
"The solution reduces the overall cost of migration by approximately 50%."
"In my experience, one of the tool's most valuable features is its ease of use. Setting up a contact center can be done in just a few minutes with a few clicks. This contrasts with the hours or days it might take using other solutions."
"There are a lot of features with Amazon Connect. One is the pay-as-you-go model. I don't have to buy any infrastructure or servers, licenses, or contracts. From a financial point of view, there's no upfront capital expenditure (capex) cost. Everything is pay-as-you-go."
"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."
"What I like most is how well it integrates with other AWS services, the ease of implementation, and the robust partner network that supports it."
"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

"The product does not have any reporting dashboards."
"The scalability needs improvement."
"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."
"For enterprises to get maximum use, we often need a dialer system. or example – you have a list of people to call, you load it, and the system automatically dials and connects you without having to manually dial each number. That's the kind of automated outbound dialing feature."
"The tool needs to improve its bandwidth. When multiple users use Lambda functions, there can be timeouts from the Lambda function due to coding constraints. If it times out, the Lambda function fails and switches to an alternative branch. Improving bandwidth could address this issue."
"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."
"One area for improvement with Amazon Connect lies in the cost structure, particularly for use cases involving smaller data volumes. While it's simple to establish communication channels, the pricing model may result in higher costs for such scenarios. This presents a challenge that organizations may encounter, especially if they aim to optimize efficiency while managing smaller data transfers."
"Amazon recently released a new feature called 'Customer Profiles.' It's intended to be similar to Salesforce. However, feature-wise, it isn't equivalent to Salesforce yet."
"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

"The tool's licensing model is pay-as-you-go."
"I rate the tool's pricing an eight out of ten."
"The solution is neither very expensive nor very cheap."
"Amazon Connect has a pay-as-you-go model. But I have a slightly different perspective on it."
"The pricing of the Amazon is reasonable compared to other cloud providers."
"The tool is cheaper than on-premise contact centers."
"I would rate the pricing a nine out of ten, with ten being the most affordable."
"The licensing is a pay-as-you-go model."
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Top Industries

By visitors reading reviews
Computer Software Company
21%
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 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: October 2024.
814,763 professionals have used our research since 2012.