Compare Amazon Connect and Zendesk for Customer Service 
At a Glance
Market Segments
Mid-Market (50.8% of reviews)
Mid-Market (45.6% of reviews)
Entry-Level Pricing
No pricing available
$19.00 1 user per month billed annually
Amazon Connect
Star Rating
(74)4.5 out of 5
Market Segments
Mid-Market (50.8% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Amazon ConnectZendesk for Customer Service
Star Rating
(6,784)4.3 out of 5
Market Segments
Mid-Market (45.6% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Zendesk for Customer Service excels in providing a streamlined experience for managing customer queries, with users appreciating its minimalist design and user-friendly interface. Many find that it significantly enhances response times and overall customer satisfaction by consolidating tickets and emails in one place.
- Users say Amazon Connect stands out for its flexibility and scalability, allowing teams to quickly build and customize their cloud contact center. Reviewers highlight features like live listening calls and easy report building, which contribute to a seamless user experience when managing customer interactions.
- According to verified reviews, Zendesk for Customer Service has a strong reputation for its centralized platform, which helps users manage multiple marketplace queries efficiently. The inclusion of generative AI for crafting multi-level responses is particularly praised, making it a valuable tool for customer support teams.
- Reviewers mention that Amazon Connect's ease of use is a significant advantage, with many finding it simple to locate previous calls and utilize filters effectively. The AI summaries are also noted as a helpful feature, enhancing the overall efficiency of call management.
- G2 reviewers highlight that while Zendesk for Customer Service has a solid overall satisfaction score, some users feel it could improve in matching specific workflow needs, occasionally leading to configuration challenges during setup.
- Users express that Amazon Connect's integration with AWS is a major benefit, allowing for a cohesive experience across various tools. However, the lower volume of recent reviews compared to Zendesk may suggest a less established user base, which could impact the breadth of feedback available for potential buyers.
Pricing
Entry-Level Pricing
Amazon Connect
No pricing availableZendesk for Customer Service
Support Only (Team)
$19.00
1 user per month billed annually
Integrated customer support
- Email & social media
- Web widget & mobile SDK
- Pre-defined business rules
Free Trial
Amazon Connect
Free Trial is available
Zendesk for Customer Service
Free Trial is available
Ratings
Meets Requirements
9.2
55
8.6
5,171
Ease of Use
9.3
56
8.6
5,278
Ease of Setup
9.2
28
8.0
3,241
Ease of Admin
9.2
16
8.2
3,108
Quality of Support
9.0
43
8.4
4,906
Has the product been a good partner in doing business?
9.0
15
8.4
3,031
Product Direction (% positive)
8.4
50
8.0
4,826
Features by Category
Ticket and Case Management
Not enough data
8.8
2579
|
Verified
Not enough data
8.7
2607
|
Verified
Not enough data
8.5
2534
|
Verified
Not enough data
8.4
2367
|
Verified
Not enough data
8.2
1931
|
Verified
Not enough data
8.4
2408
|
Verified
Not enough data
8.6
2407
|
Verified
Not enough data
8.3
1863
|
Verified
Generative AI
Not enough data
7.6
387
Not enough data
7.6
385
Agentic AI - Help Desk
Not enough data
7.8
246
Not enough data
7.9
244
Not enough data
8.0
246
Communication Channels
Not enough data
8.5
2067
|
Verified
Not enough data
8.8
2329
|
Verified
Not enough data
8.4
1744
|
Verified
Not enough data
8.0
1435
|
Verified
Not enough data
8.0
1323
|
Verified
Platform
Not enough data
7.7
1390
|
Verified
Not enough data
8.0
1781
|
Verified
Not enough data
8.3
1956
|
Verified
Not enough data
8.2
1765
|
Verified
Not enough data
7.9
2367
|
Verified
Not enough data
8.0
2418
|
Verified
Usability
Not enough data
8.3
665
Not enough data
8.3
661
Not enough data
8.4
634
Reporting
Not enough data
8.3
587
Not enough data
7.9
562
Not enough data
8.2
643
Generative AI
Not enough data
7.3
177
Not enough data
7.2
176
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
9.4
26
|
Verified
Not enough data
8.5
19
Not enough data
9.5
19
|
Verified
Not enough data
Feature Not Available
Not enough data
8.8
20
Not enough data
Generative AI
8.3
6
Not enough data
Functions
9.1
38
|
Verified
Not enough data
9.1
38
|
Verified
Not enough data
8.9
34
|
Verified
Not enough data
8.7
21
|
Verified
Not enough data
9.1
22
Not enough data
8.9
19
Not enough data
9.6
19
|
Verified
Not enough data
8.9
20
|
Verified
Not enough data
Agentic AI - Contact Center
Not enough data
Not enough data
8.6
6
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
9.0
32
Not enough data
9.3
28
|
Verified
Not enough data
9.0
35
|
Verified
Not enough data
9.4
21
Not enough data
9.4
16
Not enough data
Responses
Not enough data
8.2
62
Not enough data
8.6
69
Not enough data
8.2
68
Automation - AI Agents
Not enough data
7.4
25
Not enough data
7.7
25
Not enough data
7.5
25
Not enough data
7.5
25
Not enough data
7.8
25
Platform
Not enough data
8.2
67
Not enough data
8.2
65
Not enough data
8.4
62
Autonomy - AI Agents
Not enough data
7.8
24
Not enough data
7.4
25
Not enough data
7.4
26
Not enough data
7.5
26
Generative AI
Not enough data
7.6
31
Not enough data
8.1
30
Responses
Not enough data
8.1
466
Not enough data
8.1
464
Not enough data
8.3
447
Not enough data
8.1
446
Not enough data
8.1
355
Platform
Not enough data
8.6
470
Not enough data
8.3
469
Not enough data
8.3
463
Not enough data
8.2
465
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
454
Generative AI
Not enough data
8.1
112
Not enough data
8.2
111
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
Conversational Platform
Not enough data
8.1
860
Not enough data
8.3
716
Not enough data
8.2
683
Not enough data
8.2
748
Support Automation
Not enough data
8.1
713
Not enough data
8.3
757
Not enough data
8.4
714
Not enough data
8.1
788
Generative AI
Not enough data
7.8
204
Not enough data
7.8
203
Messaging Channels
Not enough data
7.6
78
Not enough data
9.1
171
Not enough data
8.3
94
Not enough data
8.5
102
Administration
Not enough data
8.2
108
Not enough data
8.9
156
Not enough data
8.3
111
Not enough data
8.4
144
Platform
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
Generative AI
Not enough data
Not enough data
Workforce Management
Not enough data
Not enough data
Not enough data
Not enough data
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
Not enough data
Not enough data
Not enough data
Customer Support
Not enough data
8.1
83
Not enough data
7.6
77
Not enough data
8.1
85
Automation
Not enough data
8.1
85
Not enough data
8.2
83
Not enough data
8.1
83
Artificial Intelligence
Not enough data
7.8
82
Not enough data
7.7
81
Not enough data
7.7
84
Generative AI
Not enough data
Feature Not Available
Not enough data
7.9
206
Not enough data
Feature Not Available
Communication
Not enough data
8.6
948
|
Verified
Not enough data
8.4
963
|
Verified
Not enough data
8.1
719
Not enough data
8.5
735
|
Verified
Not enough data
8.0
520
Internal Use
Not enough data
8.0
1781
|
Verified
Not enough data
8.5
847
|
Verified
Not enough data
8.1
649
Not enough data
8.5
897
Not enough data
8.6
826
|
Verified
Not enough data
8.3
846
|
Verified
Generative AI
Not enough data
Feature Not Available
Self-Service Experience
Not enough data
8.5
1510
Not enough data
8.5
1441
Not enough data
8.0
1024
Not enough data
7.7
647
Not enough data
8.0
779
Self-Service Platform
Not enough data
8.2
829
Not enough data
8.2
845
Not enough data
7.7
664
Not enough data
8.2
811
Agentic AI - Customer Self-Service
Not enough data
8.3
63
Not enough data
8.3
63
Not enough data
8.2
65
Not enough data
8.7
63
Not enough data
8.6
61
Not enough data
8.2
63
Not enough data
8.1
63
Generative AI
Not enough data
7.5(won by default)
78
Not enough data
7.5(won by default)
79
Process
Not enough data
8.4(won by default)
564
Not enough data
9.1(won by default)
744
Not enough data
8.8(won by default)
693
Channels
Not enough data
9.0(won by default)
743
Not enough data
8.4(won by default)
587
Not enough data
8.7(won by default)
566
Not enough data
8.2(won by default)
487
Not enough data
8.3(won by default)
422
Insight
Not enough data
8.1(won by default)
540
Not enough data
8.3(won by default)
648
Not enough data
8.5(won by default)
563
Not enough data
8.7(won by default)
667
Generative AI
Not enough data
Not enough data
Generative AI
Not enough data
7.8
67
Not enough data
7.7
66
Conversational AI - Conversational Commerce Platforms
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 integration - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
8.4
72
Not enough data
8.1
71
Not enough data
8.2
70
Not enough data
8.3
70
Not enough data
8.3
69
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.2
70
Not enough data
8.4
71
Not enough data
8.3
71
Not enough data
8.5
70
Automation
Not enough data
8.7
73
Not enough data
8.6
71
Not enough data
7.9
69
Autonomy
Not enough data
8.1
69
Not enough data
8.4
68
Not enough data
8.4
70
Not enough data
8.3
71
Agentic AI - AI Agents
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
Platform
Not enough data
9.4
11
Not enough data
9.0
12
Not enough data
9.6
8
Not enough data
9.5
10
Not enough data
8.7
9
Not enough data
9.0
7
Not enough data
9.2
8
Not enough data
8.7
10
Workforce Management Platform Features
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
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Amazon Connect and Zendesk for Customer Service are categorized as Customer Service Automation
Unique Categories
Amazon Connect is categorized as Speech Analytics, Contact Center, Contact Center Quality Assurance, Contact Center Workforce, and Call Center Infrastructure (CCI)
Zendesk for Customer Service is categorized as Workforce Management, Conversational Commerce Platforms, Help Desk, Live Chat, Chatbots, Shared Inbox, AI Customer Support Agents, AI Agents For Business Operations, Conversational Support, Complaint Management, Customer Self-Service, Digital Customer Service Platforms, Social Customer Service, and Proactive Notification
Reviews
Reviewers' Company Size
Amazon Connect
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk for Customer Service
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
19.0%
Information Technology and Services
11.1%
Financial Services
9.5%
Insurance
7.9%
Banking
6.3%
Other
46.0%
Computer Software
14.2%
Information Technology and Services
12.7%
Financial Services
5.8%
Retail
5.0%
Consumer Services
4.4%
Other
57.9%
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
Is zendesk any good?
8 Comments
AM
For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other...Read more
Is there a free version of Zendesk?
7 Comments
AG
Zendesk Support Suite offers a free 14 - day trial.Read more
How is Zendesk Support Suite transforming the customer service experience in various industries?
6 Comments
OE
I am thrilled by how Zendesk Support Suite is transforming customer service across industries with its seamless omnichannel integration and AI-driven...Read more
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