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 24.6% mindshare in the category. Zendesk is ranked #7 in LC , and holds a 4.7% 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 20 Amazon Connect reviews

1,249 Views
922 Comparison Views

100% willing to recommend

Zendesk Chat

Read 1 Zendesk Chat review

37 Views
19 Comparison Views

100% willing to recommend

Amazon Connect

Zendesk Chat

Comparison Buyer's Guide

Download the report

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.

To learn more, read our detailed Contact Center Platforms Report (Updated: June 2025).

Buyer's Guide

Contact Center Platforms

June 2025

Download the complete report

Helped 860,592 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

Average Rating

8.4

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

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

Zendesk Chat

Average Rating

10.0

Number of Reviews

Ranking in other categories

Live Chat (7th)

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 24.6%, down 26.2% compared to last year.
Zendesk Chat, on the other hand, focuses on Live Chat, holds 4.7% mindshare, down 7.6% since last year.

Contact Center Platforms

Live Chat

Featured Reviews

Kannan-M

Amazon connect/service cloud voice at Cognizant

Has no downtime and supports third-party communications

I use Amazon Connect to integrate with Lambda to export chat interactions between customers and agents. We use Lambda to code in Java and Python. In the banking industry, customers can inquire about their current balance through an integration via chat. Customers can opt for a call with an agent…

Read full review

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.

Read full review

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 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."

"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."

"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."

"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 product is cloud-based and easy to operate. We have a broad integration capability, allowing for a multitude of integrations. This gives our customers a good understanding of our product, even if they aren't actively utilizing it. They can easily access and utilize all the features that Amazon's cloud services offer, making integrating with other cloud platforms simpler. It's not a standalone solution, which is advantageous for our customers."

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

"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."

More Amazon Connect pros

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

Cons

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

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

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

"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."

"The scalability needs improvement."

"The product does not have any reporting dashboards."

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

"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."

More Amazon Connect cons

"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."

"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."

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

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

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

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

More Amazon Connect pricing and cost advice

Information not available

See which vendors are best for you

Use our free recommendation engine to learn which Contact Center Platforms solutions are best for your needs.

See recommendations

860,592 professionals have used our research since 2012.

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...

See all answers

What do you like most about Amazon Connect?

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

See all answers

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....

See all answers

Ask a question

Earn 20 points

Comparisons

Five9 vs Amazon Connect

Compared 23% of the time

Genesys Cloud CX vs Amazon Connect

Compared 20% of the time

Cisco Webex Contact Center vs Amazon Connect

Compared 17% of the time

NICE CXone vs Amazon Connect

Compared 9% of the time

Avaya Infinity Platform vs Amazon Connect

Compared 5% of the time

More Amazon Connect Competitors

No data available

Product Reports

Buyer's Guide

Amazon Connect

June 2025

Download Amazon Connect product report

Buyer's Guide

Live Chat

June 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

June 2025

Download Free Report

Find out what your peers are saying about Amazon Web Services (AWS), Five9, Genesys and others in Contact Center Platforms. Updated: June 2025.

DOWNLOAD NOW

860,592 professionals have used our research since 2012.

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.