Amazon Connect vs Azul Zulu comparison

Amazon Web Services (AWS) and Azul Systems are both solutions in the AI Customer Experience Personalization category. Amazon Web Services (AWS) is ranked #1 with an average rating of 8.4, while Azul Systems is ranked #21. Amazon Web Services (AWS) holds a 4.1% mindshare in ACEP, compared to Azul Systems’s 2.0% mindshare. Additionally, 100% of Amazon Web Services (AWS) users are willing to recommend the solution, compared to 100% of Azul Systems users who would recommend it.

Amazon Connect

Read 25 Amazon Connect reviews

2,737 Views
301 Comparison Views

100% willing to recommend

Azul Zulu

Read 2 Azul Zulu reviews

711 Views
348 Comparison Views

100% willing to recommend

Amazon Connect

Azul Zulu

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Amazon Connect and Azul Zulu based on real PeerSpot user reviews.

Find out in this report how the two AI Customer Experience Personalization solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed Amazon Connect vs. Azul Zulu Report (Updated: January 2026).

Buyer's Guide

Amazon Connect vs. Azul Zulu

January 2026

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Helped 881,114 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Amazon Connect

Ranking in AI Customer Experience Personalization

1st

Average Rating

8.4

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

Contact Center Platforms (1st), Contact Center as a Service (CCaaS) (1st), AI Customer Support (1st)

Azul Zulu

Ranking in AI Customer Experience Personalization

21st

Average Rating

8.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

Application Infrastructure (11th), AI Content Creation (58th)

Mindshare comparison

As of January 2026, in the AI Customer Experience Personalization category, the mindshare of Amazon Connect is 4.1%, up from 2.8% compared to the previous year. The mindshare of Azul Zulu is 2.0%, down from 30.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

AI Customer Experience Personalization Market Share Distribution
Product	Market Share (%)
Amazon Connect	4.1%
Azul Zulu	2.0%
Other	93.9%

AI Customer Experience Personalization

Featured Reviews

Santiago Enrique Montoya Sandoval

Voice Engineer at Softtek

Enables seamless integration with leading customer support platforms and offers reliable and scalable communication solutions

The feature I find best about Amazon Connect, which is currently on trend, is the artificial intelligence. It helps us maintain continuity with the client. For instance, if a client calls for a ticket and calls again after three days, we can keep the same ticket or request to provide follow-up with the same agent or person. That is a valuable feature. Another important capability I discovered is that, from a technical perspective, you can select the caller ID in such a way that if one of your direct numbers fails, you can select another one to proceed with the calls. The system is not dependent on one calling number.

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BasilJiji

System Engineer at a retailer with 10,001+ employees

Standardized our Java estate and have reduced licensing costs while maintaining strong support

Azul Zulu's ability to allow us to standardize our Java estate on a single and well-supported platform stands out as one of its best features. This standardization simplifies our compliance audits and ensures all our applications receive timely security updates.Azul Zulu positively impacts our organization by providing a platform that allows us to standardize Java on a well-supported platform. Without the high cost associated with other proprietary vendors, Azul Zulu provides an excellent platform for running our applications.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"There are a lot of features with Amazon Connect. One is the pay-as-you-go model. I don't have to buy any infrastructure or servers, licenses, or contracts. From a financial point of view, there's no upfront capital expenditure (capex) cost. Everything is pay-as-you-go."

"It is easy for a beginner to learn to use Amazon Connect for the first time."

"The stability of the application and the services of Amazon Connect is very good, especially when it integrates with Lex, making the customer service solution more efficient."

"What I appreciate best about Amazon Connect is its simplicity; you can easily set up a contact center solution within a couple of hours, which is extremely beneficial."

"The solution reduces the overall cost of migration by approximately 50%."

"Setting up a call center and onboarding agents is easy using Amazon Connect."

"The Connect Lens feature most improves contact center efficiency by providing insights into customer journeys, behavior, and sentiment scores, allowing for areas of improvement to be identified and addressed."

"The features I found most valuable include CloudFormation, which helps use multiple stacks to deploy the services and features we want, and CloudWatch, which is useful for troubleshooting and monitoring various aspects of the contact center solution."

More Amazon Connect pros

"We achieved specific outcomes from using Azul Zulu by reducing our Java licensing and support costs by approximately 70% when compared to our previous Oracle contract."

Cons

"Amazon Connect should have a solution for customers who have heavily invested in previous CCaaS solutions; a proper roadmap could make it easier for customers to migrate over the platform."

"I would like to see a cold transfer capability instead of only offering a warm transfer."

"Amazon Connect could enhance its service by revising its pricing structure. It operates on a pay-for-call basis. This means that organizations whose call volumes fluctuate, or are heavy at specific times of the day or year, aren't burdened with fixed costs such as hardware liabilities and licenses."

"There may be room for security improvement, especially since data is stored in the cloud. While cloud security measures are robust, there may be concerns about data safety compared to traditional server setups."

"The tool needs to improve its bandwidth. When multiple users use Lambda functions, there can be timeouts from the Lambda function due to coding constraints. If it times out, the Lambda function fails and switches to an alternative branch. Improving bandwidth could address this issue."

"For enterprises to get maximum use, we often need a dialer system. or example – you have a list of people to call, you load it, and the system automatically dials and connects you without having to manually dial each number. That's the kind of automated outbound dialing feature."

"Smaller organizations might prefer standalone products like Success KPI WFM or Genesys WFM. Adopting Amazon Connect necessitates using other AWS services, which could lead to higher-than-expected costs. So, the potential for unknowingly increased costs is a con."

"One area for improvement with Amazon Connect lies in the cost structure, particularly for use cases involving smaller data volumes. While it's simple to establish communication channels, the pricing model may result in higher costs for such scenarios. This presents a challenge that organizations may encounter, especially if they aim to optimize efficiency while managing smaller data transfers."

More Amazon Connect cons

"Improvements for Azul Zulu could include more automated tools for unused code visibility integrated directly into the standard portal to help further optimize our cloud footprints."

Pricing and Cost Advice

"The tool is cheaper than on-premise contact centers."

"I rate the tool's pricing an eight out of ten."

"The solution is neither very expensive nor very cheap."

"Amazon Connect has a pay-as-you-go model. But I have a slightly different perspective on it."

"I can't speak for the pricing of other contact center solutions, but in terms of Amazon Connect, compared to other AWS products, it's one of the more expensive options. However, the cost can be low if you have a smaller team of agents or receive fewer calls. Pricing is typically based on a per-user basis."

"The tool's licensing model is pay-as-you-go."

"The pricing of the Amazon is reasonable compared to other cloud providers."

"The licensing is a pay-as-you-go model."

More Amazon Connect pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Computer Software Company

12%

Financial Services Firm

11%

Insurance Company

Government

Financial Services Firm

30%

Retailer

18%

Computer Software Company

11%

Real Estate/Law Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	6
Midsize Enterprise	4
Large Enterprise	14

No data available

Questions from the Community

Which is better - Genesys Cloud or Amazon Connect?

Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center management software was the better fit for us. We decided to go with Genesys Cloud. Ge...

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What do you like most about Amazon Connect?

Amazon Connect is really simple, straightforward, and very flexible.

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What is your experience regarding pricing and costs for Amazon Connect?

Most of my customers are not going with the pay-as-you-go pricing model, as they prefer yearly contracts or three-year contracts. They reserve it. So not all the services we used are pay-as-you-go;...

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What needs improvement with Azul Zulu?

Improvements for Azul Zulu could include more automated tools for unused code visibility integrated directly into the standard portal to help further optimize our cloud footprints. The other core J...

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What is your primary use case for Azul Zulu?

Azul Zulu serves as our primary Java runtime, providing a stable, 100% open-source, and certified solution for our production microservices. We utilize it to ensure cross-platform compatibility acr...

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What advice do you have for others considering Azul Zulu?

My advice for others looking into using Azul Zulu is to perform a pilot migration with one non-critical application first. You will likely find that it is truly a drop-in replacement, which will gi...

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Comparisons

Genesys Cloud CX vs Amazon Connect

Compared 27% of the time

Five9 vs Amazon Connect

Compared 17% of the time

Cisco Webex Contact Center vs Amazon Connect

Compared 11% of the time

NICE CXone vs Amazon Connect

Compared 9% of the time

Zendesk Messaging vs Amazon Connect

Compared 6% of the time

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Azul Zing vs Azul Zulu

Compared 38% of the time

Apache Web Server vs Azul Zulu

Compared 12% of the time

WebLogic Suite vs Azul Zulu

Compared 11% of the time

Oracle Hotspot vs Azul Zulu

Compared 11% of the time

Atos DirX Directory vs Azul Zulu

Compared 7% of the time

More Azul Zulu Competitors

Product Reports

Buyer's Guide

Amazon Connect

January 2026

Download Amazon Connect product report

Buyer's Guide

Application Infrastructure

January 2026

Download Azul Zulu product report

Also Known As

AWS Connect

No data available

Overview

Amazon Connect offers a cloud-based contact center solution, featuring seamless AWS integration and AI capabilities like Lex Bot. It enables cost-effective, scalable operations across global locations with a pay-as-you-go model, eliminating maintenance fees and hardware requirements.

Amazon Connect revolutionizes contact centers by integrating AI-driven automation and real-time analytics for efficient operations. It supports agents with flexible call routing, machine learning insights, and an intuitive design. Businesses benefit from its scalability and reliability while leveraging its global reach. While it excels in many areas, improvements are needed in pricing structure, workforce management features, CRM integration, and multi-channel communication capabilities. Further enhancements in call quality, outbound call features, and security would strengthen its market position.

What are the most important features of Amazon Connect?

Seamless AWS Integration: Easily connects with AWS services for enhanced operations.
AI Capabilities: Utilizes Lex Bot for intelligent call handling and automation.
Flexible Call Routing: Adjusts to meet diverse business needs and workflows.
User-Friendly Interface: Allows quick setup and management.
Analytics and Machine Learning: Provides real-time insights and automation.

What benefits and ROI should users look for in reviews?

Cost-Effectiveness: Pay-as-you-go model minimizes expenses without maintenance fees.
Scalability: Adapts to business growth across global locations.
Reliability: Ensures continuous and seamless operations.
Efficiency: Reduces need for VoIP hardware, optimizing resources.
Omni-channel Capabilities: Supports voice, chat, and email communication.

Amazon Connect is widely utilized by organizations migrating from traditional contact center solutions like Cisco and Avaya. Integrated with CRM systems such as Salesforce and ServiceNow, it enhances call routing, IVR, and agent dashboards, promoting efficiency. Industries benefit from its AI-driven automation and softphones to streamline communication processes, particularly in those seeking to modernize and achieve seamless omnichannel customer engagement.

Amazon Web Services (AWS)

Zulu is a 100% open source certified build of OpenJDK, running on Linux, Windows, and OS X. Zulu complies with the Java SE standard for Java SE 8, 7, and 6. Free to download and use, Zulu is available on Azure, AWS, Canonical’s Charm Store and the Docker hub. Zulu Enterprise subscriptions deliver 24 x 7 x 365 access to Azul’s Support team.

Azul Systems

Sample Customers

Capital One, Intuit, Adobe, Siemens, LegalZoom, DXC technology, Rackspace, Bellhop, American Preparatory Academy, The University of Texas at Dallas, University of Auckland, Origin Energy, and others.

Microsoft, Kyocera, OKI, Alcatel-Lucent Enterprise, Voya Financial

Buyer's Guide

Amazon Connect vs. Azul Zulu

January 2026

Free Report: Amazon Connect vs. Azul Zulu

Find out what your peers are saying about Amazon Connect vs. Azul Zulu and other solutions. Updated: January 2026.

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