Amazon Connect vs Zendesk Messaging 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 8.4, and holds a 19.5% mindshare in the category. Zendesk is ranked #11 in LC , and holds a 5.0% 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 23 Amazon Connect reviews

2,301 Views
1,473 Comparison Views

100% willing to recommend

Zendesk Messaging

Read 1 Zendesk Messaging review

197 Views
32 Comparison Views

100% willing to recommend

Amazon Connect

Zendesk Messaging

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Amazon Connect and Zendesk Messaging 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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Buyer's Guide

Contact Center Platforms

September 2025

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Helped 868,787 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

7.2

Number of Reviews

Ranking in other categories

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

Zendesk Messaging

Average Rating

10.0

Number of Reviews

Ranking in other categories

Text Messaging (12th), Live Chat (11th)

Mindshare comparison

Amazon Connect and Zendesk Messaging aren’t in the same category and serve different purposes. Amazon Connect is designed for Contact Center Platforms and holds a mindshare of 19.5%, down 25.6% compared to last year.
Zendesk Messaging, on the other hand, focuses on Live Chat, holds 5.0% mindshare, up 3.5% since last year.

Contact Center Platforms Market Share Distribution
Product	Market Share (%)
Amazon Connect	19.5%
Genesys Cloud CX	18.8%
Five9	12.9%
Other	48.800000000000004%

Contact Center Platforms

Live Chat Market Share Distribution
Product	Market Share (%)
Zendesk Messaging	5.0%
LiveChat	20.7%
ChatX Live Assist 365	11.4%
Other	62.9%

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.

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

"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 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."

"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."

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

"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."

"Amazon Connect is easy to learn."

More Amazon Connect pros

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

Cons

"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."

"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."

"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."

"Amazon Connect should enhance its native agent desktop. Intuitive UI should be present for the agent desktop. Currently, it forces users to rely on third-party CRM integrations. Predominantly, there is no support for full-fledged customization for the native agent desktop. More customization options for the native desktop would be beneficial."

"The scalability needs improvement."

"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."

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

"I consider that there are other applications that could accomplish the same tasks in an easier way, but the cost of the product is somewhat expensive."

More Amazon Connect cons

"We would like to have auto-templates for TT closure and TT updates."

Pricing and Cost Advice

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

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

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

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

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

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

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

More Amazon Connect pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Computer Software Company

14%

Financial Services Firm

10%

Insurance Company

Manufacturing Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	4
Midsize Enterprise	4
Large Enterprise	14

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?

I don't know much about the pricing, setup cost, and licensing specifically. We work from a customer experience side, so we don't deal necessarily with the financials, we deal with more of the tech...

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Comparisons

Genesys Cloud CX vs Amazon Connect

Compared 25% of the time

Five9 vs Amazon Connect

Compared 20% of the time

Cisco Webex Contact Center vs Amazon Connect

Compared 15% of the time

NICE CXone vs Amazon Connect

Compared 10% of the time

Vonage Contact Centers vs Amazon Connect

Compared 5% of the time

More Amazon Connect Competitors

No data available

Product Reports

Buyer's Guide

Amazon Connect

September 2025

Download Amazon Connect product report

Buyer's Guide

Live Chat

September 2025

Download Zendesk Messaging 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

September 2025

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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.