Amazon Connect vs Zendesk Contact Center

Amazon Connect9.3Visit Zendesk Contact Center8.5Visit

Higher score Amazon Connect #2 in Call Center Software 9.3/10 Paid ✓ 4 of 4 features Visit Amazon Connect

vs

Zendesk Contact Center #10 in Call Center Software 8.5/10 Paid ✓ 4 of 4 features Visit Zendesk

• Amazon Connect fits best

  AWS-centered enterprises building flexible contact centers

• Zendesk Contact Center fits best

  Zendesk-centered service organizations

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Side by side

Feature	Amazon Connect 9.3/10 Visit ↗	Zendesk Contact Center 8.5/10 Visit ↗
At a glance
Editor score	9.3	8.5
Ranking	#2 in Call Center Software	#10 in Call Center Software
Best for	AWS-centered enterprises building flexible contact centers	Zendesk-centered service organizations
Pricing model	Paid	Paid
Starting price	Not checked yet	$33/user/mo
Free plan	—	—
Free trial	—	—
Deployment	Cloud	Cloud
Platforms	Web	Web
Support	Docs	Docs
Integrations	6 integrations	8 integrations
Built for	Small business, Mid-market, Enterprise	Mid-market, Enterprise
Features Amazon Connect 4/4 · Zendesk Contact Center 4/4
Inbound calling	✓	✓
Outbound dialer	✓	✓
IVR builder	✓	✓
Workforce management	✓	✓
Specs
Digital channel scope	Omnichannel	Omnichannel
Maximum agents	Not checked yet	Not checked yet
Recording retention	Not checked yet	Not checked yet
Our review
Pros	Omnichannel routing covers voice, chat, email, and tasks. Outbound campaigns support predictive, progressive, preview, and agentless dialers. AWS, CRM, analytics, recording, workforce, and AI features are included.	Inbound and outbound calling with conversational IVR AI transcription, summaries, sentiment, and after-call work Workforce forecasting, scheduling, QA, and reporting
Cons	Usage-based pricing can make budgeting less predictable than seat-based plans. There is no free plan. Recording retention depends on an Amazon S3 Lifecycle policy.	Web-only platform coverage Contact Center is an add-on to a Zendesk Suite plan AWS services and Amazon Connect usage add consumption costs
Our verdict	Amazon Connect is AWS’s cloud contact center service for organizations managing customer interactions across voice and digital channels. It combines inbound telephony, toll-free numbers, outbound campaigns, contact flows, IVR, routing,… Read the review →	Zendesk Contact Center is a cloud contact-center platform for mid-market and enterprise organizations managing complex customer service operations. It brings voice, digital channels, self-service, AI agents, human-agent workflows,… Read the review →

Strengths and trade-offs

• Amazon Connect — where it wins

  • Omnichannel routing covers voice, chat, email, and tasks.
  • Outbound campaigns support predictive, progressive, preview, and agentless dialers.
  • AWS, CRM, analytics, recording, workforce, and AI features are included.

  Where it doesn't

  • Usage-based pricing can make budgeting less predictable than seat-based plans.
  • There is no free plan.
  • Recording retention depends on an Amazon S3 Lifecycle policy.

• Zendesk Contact Center — where it wins

  • Inbound and outbound calling with conversational IVR
  • AI transcription, summaries, sentiment, and after-call work
  • Workforce forecasting, scheduling, QA, and reporting

  Where it doesn't

  • Web-only platform coverage
  • Contact Center is an add-on to a Zendesk Suite plan
  • AWS services and Amazon Connect usage add consumption costs

• Amazon Connect9.3/10 · Paid

  A broad, usage-based contact center service for organizations built around AWS.

  Visit Amazon ConnectFull verdict →
• Zendesk Contact Center8.5/10 · Paid

  A broad Zendesk-centered contact center with clear entry pricing and added telephony costs.

  Visit ZendeskFull verdict →