Amazon Connect vs Zendesk Talk

Amazon Connect7.7Visit ZTZendesk Talk6.7Visit

Higher score Amazon Connect #3 in Call Center CRM Software 7.7/10 Paid ✓ 2 of 6 features Visit Amazon Connect

vs

ZT Zendesk Talk #7 in Call Center CRM Software 6.7/10 From $55/mo (annual) · 14-day trial ✓ 6 of 6 features Visit Zendesk Talk

• Amazon Connect fits best

  Teams needing broad contact and workforce tools

• Zendesk Talk fits best

  Zendesk users adding phone support and queue controls

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Side by side

Feature	Amazon Connect 7.7/10 Visit ↗	ZTZendesk Talk 6.7/10 Visit ↗
At a glance
Editor score	7.7	6.7
Ranking	#3 in Call Center CRM Software	#7 in Call Center CRM Software
Best for	Teams needing broad contact and workforce tools	Zendesk users adding phone support and queue controls
Pricing model	Paid	Paid
Starting price	Not published	Not published
Free plan	—	—
Free trial	—	—
Deployment	Cloud	Cloud, Browser extension
Platforms	Web	Web
Support	Docs	Email, Phone, Community, Docs
Integrations	6 integrations	4 integrations
Built for	Small business, Mid-market, Enterprise	Small business, Mid-market, Enterprise
Features Amazon Connect 2/6 · Zendesk Talk 6/6
Inbound calling	✓	✓
Outbound dialer	✓	✓
IVR menus	Not published	✓ (best)
Call recording	Not published	✓ (best)
Omnichannel messaging	Not published	✓ (best)
Queue management	Not published	✓ (best)
Specs
Included agent limit	Not published	Not published
Our review
Pros	Handles voice, chat, SMS, video, tasks, and email Combines IVR, predictive outbound dialing, and skills-based routing Includes forecasting, scheduling, analytics, and agent assistance	Inbound and outbound calling with browser or forwarded-phone support IVR, queues, overflow routing, callbacks and voicemail recording Omnichannel routing across calls, messaging and email
Cons	No free plan; usage is billed by channel Workforce and agent tools may exceed a narrow voice-only need Support channels listed here are documentation	Phone numbers, minutes and recordings add usage-based charges No free plan; annual Suite pricing starts at $55 per agent monthly Less depth in dialer and workforce features than specialized contact-center suites
Our verdict	Amazon Connect is AWS’s cloud contact center service for organizations managing customer interactions across voice, chat, SMS, web calling and video, tasks, and email. Its scope suits teams looking to bring contact handling, routing, agent… Read the review →	Zendesk Talk is a cloud voice channel for customer service teams already working in Zendesk. Agents can receive inbound calls in a browser or on a forwarded phone, place outbound calls, create tickets, route conversations through queues… Read the review →

Strengths and trade-offs

• Amazon Connect — where it wins

  • Handles voice, chat, SMS, video, tasks, and email
  • Combines IVR, predictive outbound dialing, and skills-based routing
  • Includes forecasting, scheduling, analytics, and agent assistance

  Where it doesn't

  • No free plan; usage is billed by channel
  • Workforce and agent tools may exceed a narrow voice-only need
  • Support channels listed here are documentation

• Zendesk Talk — where it wins

  • Inbound and outbound calling with browser or forwarded-phone support
  • IVR, queues, overflow routing, callbacks and voicemail recording
  • Omnichannel routing across calls, messaging and email

  Where it doesn't

  • Phone numbers, minutes and recordings add usage-based charges
  • No free plan; annual Suite pricing starts at $55 per agent monthly
  • Less depth in dialer and workforce features than specialized contact-center suites

• Amazon Connect7.7/10 · Paid

  Broad contact handling and workforce features, with usage billed by channel.

  Visit Amazon ConnectFull verdict →
• ZTZendesk Talk6.7/10 · From $55/mo (annual) · 14-day trial

  A Zendesk-native voice channel with IVR, queues and omnichannel routing.

  Visit Zendesk TalkFull verdict →