Compare Amazon Connect and Zoom Contact Center 
At a Glance
Market Segments
Mid-Market (50.8% of reviews)
Mid-Market (48.1% of reviews)
Entry-Level Pricing
No pricing available
Starting at $69.00 1 Agent Per Month
Amazon Connect
Star Rating
(74)4.4 out of 5
Market Segments
Mid-Market (50.8% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Amazon ConnectZoom Contact Center
Star Rating
(57)4.3 out of 5
Market Segments
Mid-Market (48.1% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $69.00 1 Agent Per Month
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Amazon Connect excels in ease of use, with users highlighting its straightforward integration with platforms like Zendesk and its cloud-based nature, which eliminates the need for costly hardware investments.
- Users say that Zoom Contact Center offers a user-friendly interface, making it easy for agents to manage calls, chats, and customer interactions from a single view, which is particularly appreciated by teams looking for simplicity in their operations.
- According to verified reviews, Amazon Connect has a notable advantage in implementation speed, with users praising its quick setup process and low latency, making it a preferred choice for remote customer service operations.
- Reviewers mention that while Zoom Contact Center provides effective dynamic call routing, it sometimes lacks the depth of features found in Amazon Connect, which offers a broader range of functionalities for performance tracking and session management.
- G2 reviewers highlight that Amazon Connect's quality of support is superior, with users appreciating the responsive assistance they receive, which enhances their overall experience and confidence in the platform.
- Users express that while both platforms cater well to mid-market segments, Amazon Connect's higher overall satisfaction score indicates a stronger alignment with user needs, particularly in terms of feature richness and operational efficiency.
Pricing
Entry-Level Pricing
Amazon Connect
No pricing availableZoom Contact Center
Essentials
Starting at $69.00
1 Agent Per Month
For IT help desk, inbound contact center, and core omnichannel contact center
- AI Companion
- Flow Editor + IVR
- Real-Time Transcription
Free Trial
Amazon Connect
Free Trial is available
Zoom Contact Center
No trial information availableRatings
Meets Requirements
9.2
55
8.4
52
Ease of Use
9.3
56
8.6
53
Ease of Setup
9.2
28
7.8
44
Ease of Admin
9.2
16
8.4
41
Quality of Support
8.9
44
8.3
52
Has the product been a good partner in doing business?
9.0
15
8.8
41
Product Direction (% positive)
8.1
50
9.4
54
Features by Category
Administration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Knowledge Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Compliance
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Support
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Data Security
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
Generative AI
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
9.4
26
|
Verified
8.9
45
8.5
19
6.4
35
9.5
19
|
Verified
7.6
38
Feature Not Available
7.5
38
8.8
20
6.5
37
Generative AI
8.3
6
7.7
36
Functions
9.1
38
|
Verified
8.3
44
9.1
38
|
Verified
8.8
45
8.9
34
|
Verified
8.9
40
8.7
21
|
Verified
7.4
36
9.1
22
7.0
33
8.9
19
8.3
40
9.6
19
|
Verified
7.8
40
8.9
20
|
Verified
7.4
41
Agentic AI - Contact Center
Not enough data
7.4
7
9.2
6
7.9
7
Not enough data
8.1
7
Not enough data
7.9
7
Administrative
9.0
32
7.8
38
9.3
28
|
Verified
9.0
40
9.0
35
|
Verified
7.8
44
9.4
21
8.5
43
9.4
16
7.7
37
Workforce Management
Not enough data
8.9
6
Not enough data
8.1
6
Not enough data
7.5
6
Not enough data
7.8
6
Not enough data
4.2
6
Administration
Not enough data
7.2
6
Not enough data
6.7
6
Not enough data
7.2
6
Not enough data
6.7
5
Not enough data
7.3
5
Platform
Not enough data
8.0
9
Not enough data
7.4
9
Not enough data
8.9
9
Not enough data
9.4
9
Not enough data
9.8
9
Not enough data
9.6
9
Not enough data
9.8
9
Generative AI
Not enough data
8.3
9
Workforce Management
Not enough data
8.3
9
Not enough data
8.0
9
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
8.8
8
Not enough data
9.1
9
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
Categories
Categories
Shared Categories
Amazon Connect and Zoom Contact Center are categorized as Contact Center, Contact Center Quality Assurance, Contact Center Workforce, and Call Center Infrastructure (CCI)
Unique Categories
Amazon Connect is categorized as Speech Analytics and Customer Service Automation
Zoom Contact Center is categorized as Contact Center Knowledge Base
Reviews
Reviewers' Company Size
Amazon Connect
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zoom Contact Center
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
17.5%
Information Technology and Services
12.7%
Financial Services
9.5%
Insurance
7.9%
Banking
6.3%
Other
46.0%
Farming
16.7%
Financial Services
9.3%
Legal Services
7.4%
Hospital & Health Care
7.4%
Higher Education
5.6%
Other
53.7%
Alternatives
Discussions
What is Amazon Connect?
3 Comments
XL
Call center which stores the data on cloud.Read 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
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
Zoom Contact Center has no discussions with answers
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