Amazon Connect vs Zendesk Chat comparison

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Amazon Web Services (AWS) Logo
1,519 views|1,341 comparisons
Zendesk Logo
66 views|44 comparisons
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Questions from the Community
Top Answer: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… more »
Top Answer:Having a live chat on our website has helped us a lot to communicate with our customers whenever they need support from us.
Top Answer: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… more »
Top Answer: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… more »
Ranking
3rd
Views
1,519
Comparisons
1,341
Reviews
0
Average Words per Review
0
Rating
N/A
4th
out of 23 in Live Chat
Views
66
Comparisons
44
Reviews
1
Average Words per Review
494
Rating
10.0
Comparisons
Also Known As
AWS Connect
Zendesk Talk
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Overview

Amazon Connect, or AWS Connect, is a cloud-based contact center solution from Amazon Web Services. The platform stands out for its scalable cloud infrastructure that adjusts to fluctuating demand, eliminating the need to maintain physical hardware. Amazon Connect was developed to give Amazon customers personal, dynamic, and natural experiences. As their team said, "We couldn’t find one that met our needs, so we built it." They made this solution available for all businesses, and today, companies ranging from 10 to tens of thousands of agents use Amazon Connect to serve millions of customers daily.

Designed from the ground up to be omnichannel, Amazon Connect provides a seamless experience across voice and chat for your customers and agents. This includes one set of tools for skills-based routing, powerful real-time and historical analytics, and easy-to-use intuitive management tools – all with pay-as-you-go pricing. Unique interaction-based pricing allows cost-effective scaling, significantly benefiting growing SMBs. And built-in AI/ML capabilities fuel features like chatbots, predictive routing, and interactive voice response to optimize customer and agent interactions.

Amazon Connect's cloud-native and scalable infrastructure benefits IT professionals, who often grapple with the challenges of fluctuating call volumes and the maintenance of physical infrastructure. The infrastructure ensures robust scalability and reliability, allowing businesses to adjust their operations seamlessly with demand changes. Amazon Connect also simplifies deployment with an intuitive interface and seamless integration with applications like CRM software and workforce management tools. This creates a unified ecosystem to enhance customer insights, agent productivity, and omnichannel engagement.

Overall, Amazon Connect removes the complexity of managing on-premises systems while providing advanced automation, analytics, and omnichannel capabilities. This enables organizations to deliver personalized, efficient customer experiences across channels in a scalable, cost-effective way.

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
Top Industries
VISITORS READING REVIEWS
Computer Software Company21%
Financial Services Firm11%
Insurance Company7%
Manufacturing Company6%
No Data Available
Company Size
VISITORS READING REVIEWS
Small Business23%
Midsize Enterprise10%
Large Enterprise67%
No Data Available

Amazon Connect is ranked 3rd in Contact Center Platforms while Zendesk Chat is ranked 4th in Live Chat with 1 review. Amazon Connect is rated 0.0, while Zendesk Chat is rated 10.0. On the other hand, the top reviewer of Zendesk Chat writes "Great live chat capabilities, useful customizations, and helpful social media assistance functionality". Amazon Connect is most compared with Genesys Cloud CX, Cisco Webex Contact Center, Five9, Avaya IX Contact Center and Freshcaller, whereas Zendesk Chat is most compared with Freshcaller.

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.