Amazon Connect vs Zoom Contact Center

Amazon Connect9.4Visit Zoom Contact Center8.6Visit

Higher score Amazon Connect #1 in Contact Center Software 9.4/10 Paid ✓ 1 of 4 features Visit Amazon Connect

vs

Zoom Contact Center #8 in Contact Center Software 8.6/10 Pricing on request ✓ 1 of 4 features Visit site

• Amazon Connect fits best

  Broad AWS-native omnichannel contact centers

• Zoom Contact Center fits best

  Teams already using Zoom Workplace

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Side by side

Feature	Amazon Connect 9.4/10 Visit ↗	Zoom Contact Center 8.6/10 Visit ↗
At a glance
Editor score	9.4	8.6
Ranking	#1 in Contact Center Software	#8 in Contact Center Software
Best for	Broad AWS-native omnichannel contact centers	Teams already using Zoom Workplace
Pricing model	Paid	Paid
Starting price	Not checked yet	—
Free plan	—	—
Free trial	—	—
Deployment	Cloud	Cloud
Platforms	Web	Web, Windows, macOS, Linux, iOS, Android
Support	Docs	Docs, Community, Phone, Tickets
Integrations	6 integrations	2,500+ integrations
Built for	Small business, Mid-market, Enterprise	Small business, Mid-market, Enterprise
Features Amazon Connect 1/4 · Zoom Contact Center 1/4
IVR	Not checked yet	Not checked yet
Outbound dialer	✓	✓
Call recording	Not checked yet	Not checked yet
Supervisor tools	Not checked yet	Not checked yet
Specs
Deployment	Not checked yet	Not checked yet
Channel coverage	Not checked yet	Not checked yet
Our review
Pros	Routes voice, chat, email, and tasks across omnichannel queues Combines outbound dialers, IVR design, and workforce management Adds recording, analytics, AI assistance, and post-contact summaries	Supports voice, video, chat, SMS, email, and social channels Includes IVR, skills-based routing, recording, and transcription Connects with Salesforce, ServiceNow, APIs, and webhooks
Cons	Consumption-based pricing is less predictable than seat-based plans There is no unlimited free plan or single product-wide trial Recording retention depends on the customer's Amazon S3 Lifecycle policy	Numeric pricing is not published; plans require contacting sales Email, social, outbound dialers, and cobrowse start in Premium AI Expert Assist and workforce management require Elite
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 and direct inward dialing, outbound campaigns, configurable… Read the review →	Zoom Contact Center is a cloud-based contact center platform for organizations managing customer service and engagement operations. It brings inbound voice, video, chat, and SMS into one environment, with email and social messaging… Read the review →

Strengths and trade-offs

• Amazon Connect — where it wins

  • Routes voice, chat, email, and tasks across omnichannel queues
  • Combines outbound dialers, IVR design, and workforce management
  • Adds recording, analytics, AI assistance, and post-contact summaries

  Where it doesn't

  • Consumption-based pricing is less predictable than seat-based plans
  • There is no unlimited free plan or single product-wide trial
  • Recording retention depends on the customer's Amazon S3 Lifecycle policy

• Zoom Contact Center — where it wins

  • Supports voice, video, chat, SMS, email, and social channels
  • Includes IVR, skills-based routing, recording, and transcription
  • Connects with Salesforce, ServiceNow, APIs, and webhooks

  Where it doesn't

  • Numeric pricing is not published; plans require contacting sales
  • Email, social, outbound dialers, and cobrowse start in Premium
  • AI Expert Assist and workforce management require Elite

• Amazon Connect9.4/10 · Paid

  A broad AWS-native contact center for voice, digital channels, workforce management, and AI.

  Visit Amazon ConnectFull verdict →
• Zoom Contact Center8.6/10 · Pricing on request

  A broad omnichannel contact center for teams already using Zoom Workplace.

  Visit siteFull verdict →