14 DIFFERENCES ยท 9 THE SAME
Amazon Connect vs CloudTalk
Last verified
SHORT ANSWER
Amazon Connect and CloudTalk both meet every requirement for 5 jobs we track, including support call queues, IVR self-service and queue callback. The biggest difference in the data: native integrations: 6 native on CloudTalk against 2 native on Amazon Connect.
Both meet every requirement for
Differences 14
| Field | Amazon Connect | CloudTalk |
|---|---|---|
| COSTSupport call queues: monthly cost at 25 users | $28/mo | Unknown |
| COSTIVR self-service: monthly cost at 10,000 minutes/month | $28/mo | Unknown |
| COSTCall transcription: monthly cost at 5,000 minutes/month | $28/mo | Unknown |
| COSTPricing model | Per minute | Per user per month |
| COSTFree trial | Not published by the vendor | Yes |
| COSTMinimum users | Not published by the vendor | 1 user |
| FEATURESQA scorecards | Included | Add-on |
| FEATURESCall transcription | Included | Add-on |
| FEATURESSends call summaries | Included | Add-on |
| COMPLIANCEHIPAA BAA | Unknown | Included |
| COMPLIANCESOC 2 Type II | Unknown | Included |
| COVERAGECountries with phone numbers | Not published by the vendor | 3 countries |
| INTEGRATIONSNative integrations | 2 native | 6 native |
| REVIEWSReview sentiment | Unknown | Mostly positive |
Assumptions used: Message volume when the page is not sized by messages 2,000 messages per month (stated assumption). How costs are computed
The same on both 9
| Field | Amazon Connect | CloudTalk |
|---|---|---|
| FEATURESCall queues | Included | Included |
| FEATURESCallback instead of waiting in queue | Included | Included |
| FEATURESNative CRM integration | Included | Included |
| FEATURESSkills-based routing | Included | Included |
| FEATURESCall recording | Included | Included |
| FEATURESReal-time queue wallboards | Included | Included |
| FEATURESMulti-level IVR menus | Included | Included |
| FEATURESLive call monitoring | Included | Included |
| FEATURESWhisper and barge | Included | Included |