Amazon Connect vs Kore.ai comparison

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Amazon Connect

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Executive Summary

We performed a comparison between Amazon Connect and Kore.ai based on real PeerSpot user reviews.

Find out in this report how the two AI Customer Experience Personalization solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed Amazon Connect vs. Kore.ai Report (Updated: September 2026).

Amazon Connect vs. Kore.ai

September 2026

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Helped 919,894 peers since 2012

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

Ranking in AI Customer Experience Personalization

1st

Ranking in AI Customer Support

1st

Average Rating

8.4

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

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

Kore.ai

Ranking in AI Customer Experience Personalization

7th

Ranking in AI Customer Support

2nd

Average Rating

7.8

Number of Reviews

Ranking in other categories

AI Agent Builders (7th), AI Security (6th), AI IT Support (7th)

Mindshare comparison

As of October 2026, in the AI Customer Experience Personalization category, the mindshare of Amazon Connect is 1.4%, down from 12.0% compared to the previous year. The mindshare of Kore.ai is 1.3%, down from 6.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.

AI Customer Experience Personalization Mindshare Distribution
Product	Mindshare (%)
Amazon Connect	1.4%
Kore.ai	1.3%
Other	97.3%

AI Customer Experience Personalization

Featured Reviews

John Ing

Founder at The Independent User Group for Amazon Connect

Cloud contact flows have unified omnichannel journeys and now support natural language self-service

To improve the reporting, it would be beneficial to provide better visualization of the data. Currently, you typically have to take the data out into another service to make it readable and understandable. It would be easier if it were available in that format from the start. Amazon Connect should continue to develop the AI capability within the platform and improve the performance of the AI features, as they are still relatively new and the performance can sometimes be inconsistent. Additionally, there are a number of basic features that could potentially be continued to be improved. The pricing and licensing of Amazon Connect are not licensed. The pricing is consumption-based with two pricing models: one called the AI pricing model and the other called basic. Amazon Connect should provide greater clarity for customers on the pros and cons of its pricing, as some customers might end up paying more than they should if they do not understand it properly. I believe Amazon Connect should add more information on how the pricing works. It is available publicly, which is good. However, when you turn on Amazon Connect, you immediately start using the AI pricing bundle, which may not be the most appropriate for some customers, resulting in them paying nearly twice as much as they should.

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Judin Augustin

Associate Data Scientist at Guide House

Automation has reduced large call centers and provides real-time outbound support for patients

Kore.ai is a low-code platform, and you do not necessarily have to be an expert in artificial intelligence or generative AI to use this platform. However, if you have that experience, it will be a valuable add-on. The main advantage is that it has almost every kind of plugin available to use, whether for live agents or if you want to use it as a call center. You have real-time capabilities and the most useful plugins available, with almost every kind of model available with configurations. We can configure the ML models and train them. The platform is very user-friendly with explanatory features and a great UI. One significant feature is the live testing platform with Kore.ai. When you are creating a workflow, you have an interactive, real-time testing platform that reflects every change you make. This makes it easy to debug errors or add new features. Additionally, Kore.ai has many different tools and platforms that cater to different needs, whether for a call center, normal workflow, or machine learning workflow, which is really useful. Because of Kore.ai, it was much easier than creating something manually. A low-code platform always helps, and when that platform has this much capability, it provides far more value than manual development. It was particularly helpful for our team that we could create a POC and get that project into production. Kore.ai helped our team build a generative AI outbound calling chatbot, and it truly helped our customers. If you have a hospital with a thousand employees in a call center, you might consider outsourcing. However, with Kore.ai's outbound calling capabilities, you can eliminate the outsourcing part. You do not need a thousand call center employees. You can accomplish this through automation with just one or two employees if people need to switch to agents. This represented a significant cost reduction.

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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 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."

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

"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."

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

"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."

"The best thing about Amazon Connect is that it has everything we need in one place. With other products, we might have to get different tools for different jobs, like recording calls. However, with the tool, it's all there together. Plus, it's cheaper than other options."

"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 stability of the application and the services of Amazon Connect is very good, especially when it integrates with Lex, making the customer service solution more efficient."

More Amazon Connect pros

"Kore.ai has positively impacted my organization, as it saved a lot of time in implementation and the proof of concept was very fast to implement and easy to develop."

"Kore.ai has positively impacted our organization by reducing error rates from around fifteen to twenty percent to just two to three percent after implementation."

"Kore.ai offers many valuable features, particularly its extensive array of connectors, allowing easy integration with various ERP systems and the straightforward implementation of webhooks and APIs."

"The best feature of Kore.ai is that it is a cost-saving tool because when we use IVR, we have to assign agents at the backend, but using Kore.ai, we can automate all of those functions."

"Kore.ai has positively impacted my organization by helping us build intelligent chatbots and incorporating voice agents, enabling various clients to adopt these solutions, which have been revolutionary for their businesses."

"Kore.ai has positively impacted my organization by simplifying the process of responding to emails and streamlining the workflow, saving me considerable time."

"Kore.ai is outstanding compared to other AI agent platforms such as Copilot Studio due to the centralized nature and integration of different apps within a single platform."

"Because of Kore.ai, it was much easier than creating something manually, and when that platform has this much capability, it provides far more value than manual development."

More Kore.ai pros

Cons

"The product does not have any reporting dashboards."

"There are two perspectives to consider: one from the development side and the other from the customer's side. From a development standpoint, there are various aspects that Amazon needs to address, such as providing tools or direct development scenarios in Amazon Connect for building contact flows. Some essential reporting features in Genesys are currently lacking in the product."

"Amazon Connect should have a solution for customers who have heavily invested in previous CCaaS solutions; a proper roadmap could make it easier for customers to migrate over the platform."

"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."

"Amazon Connect could enhance its service by revising its pricing structure. It operates on a pay-for-call basis. This means that organizations whose call volumes fluctuate, or are heavy at specific times of the day or year, aren't burdened with fixed costs such as hardware liabilities and licenses."

"However, issues that involve other AWS services sometimes delay resolution."

"Future improvements could include support for email as a channel."

"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."

More Amazon Connect cons

"I rated Kore.ai an 8 out of 10 because additional features could be added to it."

"I choose 7.5 out of 10 for Kore.ai because a few things already need to be improved, one of which I have mentioned."

"One thing I have learned is the unpredictability of LLMs and how buggy Kore.ai is as a software."

"We sometimes faced challenges with the integration process due to a lack of in-depth knowledge in the documentation."

"I rated Kore.ai eight out of ten because of the potential for these additional improvements."

"To improve Kore.ai, I suggest focusing on more agentic automation, such as offering MCP kind of features with an orchestration layer for use cases."

"In support, the team is not the greatest, but it works."

"This is a regret for me."

More Kore.ai cons

Pricing and Cost Advice

"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 solution is neither very expensive nor very cheap."

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

"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."

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

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

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

More Amazon Connect pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Financial Services Firm

12%

Outsourcing Company

10%

Manufacturing Company

Computer Software Company

Outsourcing Company

12%

Manufacturing Company

12%

Construction Company

11%

Financial Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	6
Midsize Enterprise	4
Large Enterprise	16

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	3
Large Enterprise	14

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 is your experience regarding pricing and costs for Amazon Connect?

Most of my customers are not going with the pay-as-you-go pricing model, as they prefer yearly contracts or three-year contracts. They reserve it. So not all the services we used are pay-as-you-go;...

What needs improvement with Amazon Connect?

What is your experience regarding pricing and costs for Kore.ai?

The experience with pricing, setup cost, and licensing of Kore.ai is that the price is low, and the licensing is also not costly.

What needs improvement with Kore.ai?

Kore.ai could be improved by offering more in-depth trainings and assignments with the platform itself so that anyone could learn how to use it better. We sometimes faced challenges with the integr...

What is your primary use case for Kore.ai?

Kore.ai is designed to create AI chatbots for agents working with clients, integrating agents for their main duties. I completed a personal project using Kore.ai to build an agent for university ad...

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Compared 6% of the time

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Product Reports

Download Amazon Connect product report

Amazon Connect

October 2026

Download Kore.ai product report

October 2026

Also Known As

AWS Connect

No data available

Overview

Amazon Connect offers a cloud-based contact center solution, featuring seamless AWS integration and AI capabilities like Lex Bot. It enables cost-effective, scalable operations across global locations with a pay-as-you-go model, eliminating maintenance fees and hardware requirements.

Amazon Connect revolutionizes contact centers by integrating AI-driven automation and real-time analytics for efficient operations. It supports agents with flexible call routing, machine learning insights, and an intuitive design. Businesses benefit from its scalability and reliability while leveraging its global reach. While it excels in many areas, improvements are needed in pricing structure, workforce management features, CRM integration, and multi-channel communication capabilities. Further enhancements in call quality, outbound call features, and security would strengthen its market position.

What are the most important features of Amazon Connect?

Seamless AWS Integration: Easily connects with AWS services for enhanced operations.
AI Capabilities: Utilizes Lex Bot for intelligent call handling and automation.
Flexible Call Routing: Adjusts to meet diverse business needs and workflows.
User-Friendly Interface: Allows quick setup and management.
Analytics and Machine Learning: Provides real-time insights and automation.

What benefits and ROI should users look for in reviews?

Cost-Effectiveness: Pay-as-you-go model minimizes expenses without maintenance fees.
Scalability: Adapts to business growth across global locations.
Reliability: Ensures continuous and seamless operations.
Efficiency: Reduces need for VoIP hardware, optimizing resources.
Omni-channel Capabilities: Supports voice, chat, and email communication.

Amazon Connect is widely utilized by organizations migrating from traditional contact center solutions like Cisco and Avaya. Integrated with CRM systems such as Salesforce and ServiceNow, it enhances call routing, IVR, and agent dashboards, promoting efficiency. Industries benefit from its AI-driven automation and softphones to streamline communication processes, particularly in those seeking to modernize and achieve seamless omnichannel customer engagement.

Amazon Web Services (AWS)

Kore.ai provides advanced tools like Agent Desktop and Agent Co-pilot, designed to handle vast data volumes and improve efficiency. The platform integrates seamlessly with APIs and channels, supports multi-language capabilities, and offers real-time testing.

Kore.ai offers robust solutions for sectors like healthcare and aviation, enabling efficient ML model configuration and generative AI chatbot development. While there's room for improvement in language detection and scalability, particularly with Azure, Kore.ai excels in integrating with Microsoft ASR, TTS, Cloud Anthropic, and OpenAI, enhancing performance in industries such as insurance and healthcare. Users see potential in extending capabilities with advanced models like Claude or Anthropic. The post-implementation support could improve to match competitor offerings, and more comprehensive documentation is needed.

What are the key features of Kore.ai?

Agent Desktop: Streamlines customer interactions and reduces handle time
Agent Co-pilot: Assists agents with data handling and task efficiency
Advanced API Integration: Ensures seamless connectivity across platforms
Real-time Interactive Testing: Facilitates immediate testing and feedback
Low-code Configurator: Simplifies chatbot development and ML configuration

What benefits should users look for?

Operational Efficiency: Improved task handling and reduced costs
Scalability: Well-suited for diverse applications, though needs enhancement on Azure
Language Support: Global reach with multilingual features
Improved Customer Satisfaction: Enhanced interaction quality and faster resolutions

Kore.ai finds applications in banking, aviation, and automotive, facilitating real-time transactions, ticket booking, and customer feedback measurement. It is instrumental in creating AI chatbots for HR and customer services. Industries such as insurance and healthcare benefit from its capabilities in policy tracking and implementation, leveraging integrations with Microsoft ASR, TTS services, and OpenAI for superior chatbot functionality.

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.

Leading banks & Enterprise Companies