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12 DIFFERENCES ยท 10 THE SAME

Amazon Connect vs Zoom Contact Center

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SHORT ANSWER

Amazon Connect and Zoom Contact Center both meet every requirement for 5 jobs we track, including support call queues, IVR self-service and call and speech analytics. The biggest difference in the data: native integrations: 3 native on Zoom Contact Center against 2 native on Amazon Connect.

Both meet every requirement for

Differences 12

FieldAmazon ConnectZoom Contact Center
COSTSupport call queues: monthly cost at 25 users$28/moUnknown
COSTIVR self-service: monthly cost at 10,000 minutes/month$28/moUnknown
COSTCall and speech analytics: monthly cost at 25 users$28/moUnknown
COSTPricing modelPer minutePer user per month
FEATURESCallback instead of waiting in queueIncludedUnknown
FEATURESCall recordingIncludedUnknown
FEATURESSpeech recognition in IVRUnknownIncluded
FEATURESQA scorecardsIncludedAdd-on
FEATURESWhisper and bargeIncludedUnknown
COMPLIANCESOC 2 Type IIUnknownIncluded
COVERAGECountries with phone numbersNot published by the vendor29 countries
INTEGRATIONSNative integrations2 native3 native

Amazon ConnectZoom Contact Center

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 10

FieldAmazon ConnectZoom Contact Center
FEATURESCall queuesIncludedIncluded
FEATURESNative CRM integrationIncludedIncluded
FEATURESSkills-based routingIncludedIncluded
FEATURESReal-time queue wallboardsIncludedIncluded
FEATURESMulti-level IVR menusIncludedIncluded
FEATURESCall transcriptionIncludedIncluded
FEATURESSpeech analyticsIncludedIncluded
FEATURESSentiment analysisIncludedIncluded
FEATURESLive call monitoringIncludedIncluded
FEATURESSends call summariesIncludedIncluded