CONTACT CENTER (CCAAS) · BY AWS
Amazon Connect
Last verified
Best fit when you need
Not a fit when you need
Call monitoring and QA: missing live call monitoring, whisper and barge.
Overflow answering: missing takes overflow when your line is busy, takes and delivers messages.
PCI-safe phone payments: missing dtmf masking for card payments, take payments in ivr.
Call routing: missing business-hours routing rules, call forwarding to any number, ring several devices at once.
Debt collection calls: missing power dialer, do-not-call list management, calling-hours restrictions by recipient time zone, call frequency caps per contact.
Auto attendant: missing auto attendant menu, business-hours routing rules, call forwarding to any number.
Fit by use case
Required features passed for each job, plus rank among tracked products for that job.
Passes every required check · 7
Call and speech analytics3/3#1 of 27Call transcription2/2#1 of 36Click-to-call and in-app calling2/2#2 of 22Omnichannel support4/4#1 of 13Queue callback2/2#1 of 13Support call queues4/4#1 of 27Workforce management2/2#1 of 13Partial fit · 11
IVR self-service2/3#3 of 36Call recording1/2#5 of 27Sales dialing2/4#10 of 21Speed to lead1/2#6 of 32WhatsApp customer support1/2#13 of 37Call monitoring and QA1/3#6 of 13Overflow answering1/3#13 of 27PCI-safe phone payments1/3#3 of 22Call routing1/4#12 of 27Debt collection calls1/5#11 of 21Auto attendant0/3#16 of 27True monthly cost
Includes add-ons required for Support call queues (none required).
| Minutes/month | List price | Forced add-ons | Effective | vs median |
|---|---|---|---|---|
| 1,000 minutes/month | $38Voice | $0 | $38 | -52% |
| 5,000 minutes/month | $190Voice | $0 | $190 | +16% |
| 20,000 minutes/month | $760Voice | $0 | $760 | +363% |
List price: cheapest plan at that volume, including any base fee and overage. Effective adds the forced add-ons. Median of 11 other tracked products priced on minutes/month in the same currency. Full pricing breakdown
Price history
Voice plan, 1 recorded price
Reliability (90 days)
Integrations
- Salesforce · native
- Zendesk · native
Compliance
Acceptance by industry
No acceptance records.
Alternatives
Ranked by overlap on use-case fit (50%), tool type (30%) and price band (20%). Not by opinion. All alternatives