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 #1 in CCP , with an average rating of 8.3, and holds a 26.3% mindshare in the category. Zendesk is ranked #11 in LC , and holds a 4.0% 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

1,142 Views
905 Comparison Views

100% willing to recommend

Zendesk Chat

Read 1 Zendesk Chat review

29 Views
17 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 Amazon Web Services (AWS), Five9, Genesys and others in Contact Center Platforms.

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Contact Center Platforms

March 2025

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Review summaries and opinions

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

Categories and Ranking

Amazon Connect

Average Rating

8.4

Reviews Sentiment

7.9

Number of Reviews

Ranking in other categories

Contact Center Platforms (1st), Contact Center as a Service (CCaaS) (2nd)

Zendesk Chat

Average Rating

10.0

Number of Reviews

Ranking in other categories

Live Chat (11th)

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 26.3%, down 27.1% compared to last year.
Zendesk Chat, on the other hand, focuses on Live Chat, holds 4.0% mindshare, down 6.1% 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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ManishArora

Vice President at Bypass Network Services

Flexible, stable, and allows for faster delivery of support

We would like to have auto-templates for TT closure and TT updates. This will save time in writing the acknowledgment. Templates can be added and edited, thus saving the agent time when on the ticket. I believe that this will contribute to the agent's knowledge, once coming across new ways of customer writing templates.

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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

"It is easy for a beginner to learn to use Amazon Connect for the first time."

"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."

"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."

"The features I found most valuable include CloudFormation, which helps use multiple stacks to deploy the services and features we want, and CloudWatch, which is useful for troubleshooting and monitoring various aspects of the contact center solution."

"It integrates with major tools like Amazon Polly for text-to-speech and third-party services like Twilio and Cisco-based dialers."

"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.)."

"There is no technical experience needed to build it. It's easy for beginners to understand and use."

"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."

More Amazon Connect pros

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

Cons

"There is room for improvement in certain areas of Amazon Connect. For example, regarding holiday scheduling, the platform lacks a specific feature to declare holidays for companies on fixed dates. While basic hours and weekly schedules can be set, there's no option for declaring specific dates like national holidays. Basic scheduling options exist, but users must rely on Lambda functions for more complex rules and logic."

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

"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."

"We have faced many challenges with the solution's call quality that could be improved."

"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."

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

"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."

"The product does not have any reporting dashboards."

More Amazon Connect cons

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

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

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

"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."

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

"The solution is neither very expensive nor very cheap."

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

More Amazon Connect pricing and cost advice

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Top Industries

By visitors reading reviews

Computer Software Company

17%

Financial Services Firm

Insurance Company

Government

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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Comparisons

Genesys Cloud CX vs Amazon Connect

Compared 24% of the time

Five9 vs Amazon Connect

Compared 22% of the time

Cisco Webex Contact Center vs Amazon Connect

Compared 19% of the time

NICE CXone vs Amazon Connect

Compared 8% of the time

Avaya IX Contact Center vs Amazon Connect

Compared 5% of the time

More Amazon Connect Competitors

No data available

Product Reports

Buyer's Guide

Amazon Connect

April 2025

Download Amazon Connect product report

Buyer's Guide

Live Chat

March 2025

Download Zendesk Chat product report

Also Known As

AWS Connect

Zendesk Talk

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.

Amazon Web Services (AWS)

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.

Zendesk

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

March 2025

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