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Compare Amazon Connect and Talkdesk 
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At a Glance
Market Segments
Mid-Market (50.0% of reviews)
Mid-Market (60.5% of reviews)
Entry-Level Pricing
No pricing available
Free 25 Licenses Free to Start
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 ConnectTalkdesk
Star Rating
(2,500)4.4 out of 5
Market Segments
Mid-Market (60.5% of reviews)
Pros & Cons
Entry-Level Pricing
Free 25 Licenses Free to Start
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Talkdesk excels in its Preview Dialing feature, scoring 9.2, which allows agents to review customer information before making a call. In contrast, Amazon Connect also offers strong dialing options but does not highlight this feature as prominently.
- Reviewers mention that Talkdesk's Quality Assurance capabilities, particularly in Evaluation and Calibration, score 9.2 and 9.0 respectively, providing robust tools for monitoring agent performance. Amazon Connect, while competitive, has slightly lower scores in these areas, indicating a potential gap in quality monitoring.
- G2 users highlight Talkdesk's superior Knowledge Management features, particularly in Knowledge Base and Publishing Workflows, both scoring 9.1. Users on Amazon Connect report that while it has a solid knowledge base, it lacks the same level of user-friendly publishing options.
- Reviewers mention that Amazon Connect shines in its Web Chat functionality, scoring 9.5, which is significantly higher than Talkdesk's score of 8.4. This indicates that Amazon Connect may provide a more seamless chat experience for users.
- Users say that Talkdesk's Agent Availability feature scores 9.3, which is crucial for effective workforce management. In comparison, Amazon Connect's score of 9.1 suggests it may not be as efficient in managing agent schedules and availability.
- Reviewers mention that Talkdesk's Call Recording feature scores an impressive 9.4, which is essential for compliance and training purposes. Amazon Connect also offers call recording but with a slightly lower score of 9.2, indicating that Talkdesk may provide a more reliable solution in this area.
Pricing
Entry-Level Pricing
Amazon Connect
No pricing availableTalkdesk
Talkdesk Express™ | United States & Canada Small Business Exclusive
Free
25 Licenses Free to Start
Built for small businesses under 50 employees to serve customers like big brands—without the cost or complexity. With Talkdesk Express™, you get AI-powered customer service tools in one easy-to-use platform—so you can launch quickly, serve your customers better, and grow confidently, just like the big brands.
https://www.talkdesk.com/express/
- Talkdesk Express includes features for omnichannel communication (voice, email, chat, SMS, social media), built-in AI tools like intelligent routing and virtual agents, a low-code Studio for creating customer flows, reporting tools and dashboards, integration with other business systems, and a self-service portal for setup and training, all designed to be easily accessible for small businesses.
Free Trial
Amazon Connect
Free Trial is available
Talkdesk
No trial information availableRatings
Meets Requirements
9.1
50
8.9
2,032
Ease of Use
9.2
51
9.1
2,042
Ease of Setup
9.1
23
8.8
1,066
Ease of Admin
9.2
16
8.9
930
Quality of Support
8.9
40
8.8
1,810
Has the product been a good partner in doing business?
9.0
15
8.9
914
Product Direction (% positive)
8.4
45
8.7
1,940
Features by Category
Dialing Options
Not enough data
9.2
320
Not enough data
9.2
293
Not enough data
8.3
9
Agent Tools
Not enough data
9.2
251
|
Verified
Not enough data
9.1
255
|
Verified
Not enough data
9.4
349
|
Verified
Automation
Not enough data
9.1
244
|
Verified
Not enough data
9.1
260
|
Verified
Not enough data
8.9
226
|
Verified
Agentic AI - Auto Dialer
Not enough data
8.1
9
Not enough data
8.5
9
AI Capabilities - Auto Dialer
Not enough data
8.3
9
Not enough data
8.1
9
Not enough data
8.5
9
Administration
Not enough data
9.1
167
Not enough data
9.1
160
Not enough data
9.0
163
Knowledge Management
Not enough data
9.2
162
Not enough data
9.1
159
Not enough data
9.2
164
Compliance
Not enough data
9.2
161
Not enough data
9.2
157
Not enough data
9.2
160
Not enough data
9.1
158
Customer Support
Not enough data
9.1
161
Not enough data
9.1
155
Not enough data
9.0
151
Data Security
Not enough data
9.2
148
Not enough data
9.2
149
Not enough data
9.3
157
Not enough data
9.3
145
Administration
Not enough data
9.1
168
Not enough data
9.3
180
Not enough data
9.2
187
Generative AI
Not enough data
8.8
52
Quality Assurance
Not enough data
9.2
372
Not enough data
9.0
343
Not enough data
8.9
380
Engagement
Not enough data
9.1
358
Not enough data
9.2
381
Not enough data
9.0
369
Performance
Not enough data
9.0
363
Not enough data
9.2
365
Generative AI
Not enough data
8.9
81
Not enough data
8.7
80
Channels
9.2
22
|
Verified
9.2
821
|
Verified
8.5
19
8.6
542
|
Verified
9.5
19
|
Verified
8.4
527
|
Verified
Feature Not Available
8.3
518
|
Verified
8.8
20
8.5
548
|
Verified
Generative AI
8.3
6
8.2
185
Functions
9.1
38
|
Verified
8.9
963
|
Verified
9.1
38
|
Verified
9.0
984
|
Verified
8.9
34
|
Verified
9.0
835
|
Verified
8.9
20
|
Verified
8.7
577
|
Verified
9.0
21
8.8
592
|
Verified
8.9
19
9.1
716
|
Verified
9.6
19
|
Verified
8.9
714
8.9
20
|
Verified
8.9
660
|
Verified
Agentic AI - Contact Center
Not enough data
8.3
31
Not enough data
8.7
31
Not enough data
8.4
31
Not enough data
8.4
31
Administrative
8.9
31
8.8
913
|
Verified
9.3
28
|
Verified
9.1
929
|
Verified
9.0
34
|
Verified
8.8
1017
|
Verified
9.3
20
9.1
716
|
Verified
9.4
16
8.8
578
|
Verified
ServiceNow Apps
Not enough data
9.4
45
Not enough data
9.5
44
Agentic AI - ServiceNow Store Apps
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Workforce Management
Not enough data
9.3
260
|
Verified
Not enough data
9.1
241
|
Verified
Not enough data
8.8
210
|
Verified
Not enough data
8.9
220
|
Verified
Not enough data
8.8
216
|
Verified
Administration
Not enough data
9.0
239
|
Verified
Not enough data
9.2
257
|
Verified
Not enough data
9.2
260
|
Verified
Not enough data
8.7
210
|
Verified
Not enough data
9.0
217
|
Verified
Platform
Not enough data
8.3
189
Not enough data
7.9
198
Not enough data
8.8
221
Not enough data
9.0
223
Not enough data
9.0
222
Not enough data
8.9
212
Not enough data
8.8
214
Generative AI
Not enough data
7.8
100
Workforce Management
Not enough data
9.1
220
Not enough data
8.9
212
Call Center Infrastructure (CCI)
Not enough data
8.5
24
Not enough data
8.6
24
Not enough data
9.0
24
Not enough data
9.0
24
Administrative
Not enough data
9.2
224
Not enough data
8.9
228
Customer Support
Not enough data
8.4
74
Not enough data
8.3
75
Not enough data
8.3
75
Automation
Not enough data
8.2
73
Not enough data
8.4
74
Not enough data
8.3
74
Artificial Intelligence
Not enough data
8.2
75
Not enough data
8.4
74
Not enough data
8.1
70
Generative AI
Not enough data
8.6
16
Voice Recognition - AI Voice Assistants
Not enough data
Not enough data
Speech Synthesis - AI Voice Assistants
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Security and privacy - AI Voice Assistants
Not enough data
Not enough data
Compatibility - AI Voice Assistants
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
7.9
39
Not enough data
8.2
39
Not enough data
8.3
40
Not enough data
8.5
41
Not enough data
8.6
38
Customer Interaction Automation - AI Customer Support Agents
Not enough data
7.7
39
Not enough data
8.5
39
Not enough data
8.2
39
Not enough data
8.6
42
Automation
Not enough data
8.2
40
Not enough data
8.5
39
Not enough data
8.2
38
Autonomy
Not enough data
8.1
37
Not enough data
8.5
38
Not enough data
8.1
38
Not enough data
8.2
38
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
Categories
Categories
Shared Categories
Amazon Connect and Talkdesk are categorized as Speech Analytics, Contact Center, Customer Service Automation, Contact Center Quality Assurance, Contact Center Workforce, and Call Center Infrastructure (CCI)
Unique Categories
Amazon Connect has no unique categories
Talkdesk is categorized as AI Customer Support Agents, Contact Center Knowledge Base, ServiceNow Store Apps, Auto Dialer, and AI Voice Assistants
Reviews
Reviewers' Company Size
Amazon Connect
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Talkdesk
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%
Consumer Services
10.0%
Computer Software
8.3%
Information Technology and Services
6.4%
Telecommunications
5.8%
Education Management
5.3%
Other
64.1%
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
Do you plan to have a mobile app for this?
3 Comments
OT
The Talkdesk mobile app is available for iOS and Android https://support.talkdesk.com/hc/en-us/articles/200588149-Do-you-have-a-mobile-app-Read more
How is Talkdesk transforming customer service operations with its innovative call center solutions?
3 Comments
KG
Contact center Read more
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