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Compare Amazon Connect and Dialpad Support 
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At a Glance
Market Segments
Mid-Market (50.0% of reviews)
Mid-Market (55.1% of reviews)
Entry-Level Pricing
No pricing available
$15.00 1 Organizer Month
Amazon Connect
Star Rating
(69)4.4 out of 5
Market Segments
Mid-Market (50.0% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Amazon ConnectDialpad Support
Star Rating
(545)4.4 out of 5
Market Segments
Mid-Market (55.1% of reviews)
Pros & Cons
Entry-Level Pricing
$15.00 1 Organizer Month
Browse all 6 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Amazon Connect excels in its Web Chat functionality, receiving a score of 9.5, while Dialpad Support trails with a score of 8.4. Reviewers mention that the seamless integration of chat features enhances customer engagement significantly.
- Reviewers mention that Amazon Connect's Call Recording feature is highly rated at 9.0, providing reliable and high-quality recordings, whereas Dialpad Support's score of 8.6 indicates some room for improvement in this area.
- G2 users highlight Amazon Connect's superior Inbound Screen Pop feature, scoring 9.4, which allows agents to access customer information instantly, improving response times. In contrast, Dialpad Support's score of 8.5 suggests it may not be as effective in this regard.
- Users on G2 report that Amazon Connect's Session Routing feature, rated at 9.1, is particularly effective for managing call flows, while Dialpad Support's score of 8.8 indicates it may not be as robust in handling complex routing scenarios.
- Reviewers mention that Amazon Connect's Performance Evaluation tools, scoring 8.7, provide valuable insights for agent performance, whereas Dialpad Support's lower score of 8.4 suggests it may lack some advanced analytics features that users find beneficial.
- Users say that Amazon Connect's Queue Management feature, rated at 8.5, is efficient in handling high call volumes, while Dialpad Support's score of 8.6 indicates it performs well but may not offer the same level of optimization for busy environments.
Pricing
Entry-Level Pricing
Amazon Connect
No pricing availableDialpad Support
Business
$15.00
1 Organizer Month
NA
- $20 USD if billed monthly Zero pins plus larger meeting sizes. 5 hour conference durations 100 participants max Custom Hold Music Auto-dial out to participants
Free Trial
Amazon Connect
Free Trial is available
Dialpad Support
Free Trial is available
Ratings
Meets Requirements
9.1
50
8.9
441
Ease of Use
9.2
51
9.1
450
Ease of Setup
9.1
23
9.0
238
Ease of Admin
9.2
16
8.8
196
Quality of Support
8.9
40
8.9
412
Has the product been a good partner in doing business?
9.0
15
9.1
193
Product Direction (% positive)
8.4
45
9.0
416
Features by Category
Lead Facilitation
Not enough data
7.2
18
Not enough data
7.8
34
Not enough data
7.7
37
Not enough data
8.1
18
Organization
Not enough data
7.7
17
Not enough data
8.0
43
Not enough data
7.9
42
Performance Analysis
Not enough data
8.4
45
Not enough data
8.7
46
Sales Analysis
Not enough data
7.4
16
Not enough data
7.2
16
Generative AI
Not enough data
7.6
16
Not enough data
7.8
16
Agentic AI - AI Sales Assistant
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Dialing Options
Not enough data
8.8
30
Not enough data
8.7
28
Not enough data
Not enough data
Agent Tools
Not enough data
8.9
24
Not enough data
7.7
8
Not enough data
9.1
31
Automation
Not enough data
7.2
9
Not enough data
8.5
25
Not enough data
6.2
7
Agentic AI - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
AI Capabilities - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Call Analytics
Not enough data
9.2
99
Not enough data
8.3
93
Not enough data
8.5
97
Not enough data
8.2
48
Agent Performance Management
Not enough data
8.6
81
Not enough data
8.2
92
Not enough data
8.4
93
Generative AI
Not enough data
8.8
34
Agentic AI - Conversation Intelligence
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Quality Assurance
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Engagement
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Performance
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Channels
9.2
22
|
Verified
8.8
150
8.5
19
8.3
114
9.5
19
|
Verified
Feature Not Available
Feature Not Available
8.4
130
8.8
20
Feature Not Available
Generative AI
8.3
6
8.3
36
Functions
9.1
38
|
Verified
8.9
127
9.1
38
|
Verified
8.6
132
8.9
34
|
Verified
8.4
129
8.9
20
|
Verified
8.1
139
9.0
21
8.5
108
8.9
19
8.6
120
9.6
19
|
Verified
8.5
128
8.9
20
|
Verified
8.6
122
Agentic AI - Contact Center
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
8.9
31
8.5
134
9.3
28
|
Verified
8.7
122
9.0
34
|
Verified
8.5
135
9.3
20
8.7
140
9.4
16
Feature Not Available
Platform Basics
Not enough data
8.4
64
Not enough data
8.9
65
Not enough data
9.0
68
Platform Content
Not enough data
8.5
67
Not enough data
7.6
60
Not enough data
7.9
61
Platform Additional Functionality
Not enough data
8.6
65
Not enough data
8.5
60
Not enough data
8.7
63
Not enough data
8.8
64
Not enough data
8.9
62
Workforce Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
Not enough data
8.0
40
Not enough data
8.8
47
Not enough data
8.6
53
Not enough data
8.7
59
Not enough data
8.9
57
Not enough data
8.5
42
Not enough data
8.7
51
Generative AI
Not enough data
8.5
19
Workforce Management
Not enough data
8.9
61
Not enough data
8.7
57
Call Center Infrastructure (CCI)
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
Not enough data
9.0
64
Not enough data
8.4
60
Customer Support
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Artificial Intelligence
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Agentic AI - Outbound Call Tracking
Not enough data
Not enough data
Not enough data
Not enough data
Calling
Not enough data
9.4
90
Not enough data
8.7
73
Not enough data
9.0
83
Not enough data
8.9
86
Not enough data
Not enough data
Contacts
Not enough data
8.6
81
Not enough data
8.6
79
Not enough data
8.4
72
Insights
Not enough data
8.3
80
Not enough data
8.7
85
Not enough data
8.5
78
Not enough data
7.0
31
Not enough data
6.9
31
Not enough data
Not enough data
Agentic AI - Sales Coaching
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Training
Not enough data
8.8
47
Not enough data
8.9
46
Not enough data
8.7
19
Not enough data
8.6
40
Feedback
Not enough data
8.7
44
Not enough data
8.6
18
Not enough data
8.7
44
Not enough data
8.7
47
Not enough data
8.8
48
Not enough data
9.0
49
Not enough data
8.0
17
Generative AI
Not enough data
8.8
13
Platform
Not enough data
8.8
53
Not enough data
8.7
52
Not enough data
9.0
50
Not enough data
9.0
52
Not enough data
9.0
53
Not enough data
8.7
52
Not enough data
8.7
50
Not enough data
8.9
48
Workforce Management Platform Features
Not enough data
8.8
52
Not enough data
9.4
54
Not enough data
8.8
51
Not enough data
8.1
52
Not enough data
8.5
51
Not enough data
8.2
48
Not enough data
8.7
50
Not enough data
8.9
50
Not enough data
8.3
46
Not enough data
9.0
49
Categories
Categories
Shared Categories
Amazon Connect and Dialpad Support are categorized as Contact Center and Call Center Infrastructure (CCI)
Unique Categories
Amazon Connect is categorized as Speech Analytics, Customer Service Automation, Contact Center Quality Assurance, and Contact Center Workforce
Dialpad Support is categorized as Conversation Intelligence, Auto Dialer, Outbound Call Tracking, Sales Coaching, AI Sales Assistant, Employee Scheduling, and Workforce Management
Reviews
Reviewers' Company Size
Amazon Connect
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Dialpad Support
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Computer Software
15.5%
Information Technology and Services
12.1%
Financial Services
10.3%
Insurance
8.6%
Banking
6.9%
Other
46.6%
Financial Services
9.1%
Consumer Services
8.2%
Computer Software
6.8%
Information Technology and Services
4.8%
Construction
4.4%
Other
66.7%
Alternatives
Discussions
What is Amazon Connect?
3 Comments
AS
Amazon Connect is a contact center solution provided by AWS with a pay as you go model. This service is straightforwad for even beginers to create a...Read more
when i merge a call and hang up does it hang up on everyone? how do i just transfer my call instead of merging it and then hanging up?
1 Comment
YB
You can merge the calls together, then you are able to disconnect and they will still be on with each otherRead more
What is Amazon Connect used for?
1 Comment
UT
To establish a cloud based contact center with low cost and with scalable resourceRead more
Would I be able to see any time period longer than 365 years for the call history on the Analytics screen?
1 Comment
OC
Hi Austin! You are able to input a custom date range and have it go back as far as three years in Analytics. If you need further assistance, feel free to...Read more
What kind of improvements can I see regarding management of accounts?
1 Comment
OC
Hi Joseph! Do you need to reach out to our Dialpad support team? If so, the quickest way to do that is by filling out a request here:...Read more
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