Amazon Connect vs Gong comparison

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Amazon Connect

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Executive Summary

We performed a comparison between Amazon Connect and Gong 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. Gong Report (Updated: February 2026).

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Amazon Connect vs. Gong

February 2026

Helped 885,311 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)

Gong

Ranking in AI Customer Experience Personalization

3rd

Average Rating

8.8

Number of Reviews

Ranking in other categories

Conversation Intelligence Software (1st), AI Sales & Marketing (2nd)

Mindshare comparison

As of March 2026, in the AI Customer Experience Personalization category, the mindshare of Amazon Connect is 3.2%, down from 4.6% compared to the previous year. The mindshare of Gong is 1.4%. It is calculated based on PeerSpot user engagement data.

AI Customer Experience Personalization Mindshare Distribution
Product	Mindshare (%)
Amazon Connect	3.2%
Gong	1.4%
Other	95.4%

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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Matheus Paschoalin

Account Executive (Medium Business) at a computer software company with 1,001-5,000 employees

Call reviews have boosted follow-ups and coaching but still need richer local insights and training

One of the things that I mentioned is the information that Gong has here in Brazil. I think there are other generative AIs that have good information, providing good information about the companies. Gong in this field is a bit not ahead. It has to improve more. One point that I would like to see in Gong in the future would be to have more information about Brazilian companies that could help our life in sales. Gong should be more updated and be more full of information about our specific market. The points that I already mentioned, which are the updates and the information updates that are not really updated, are why it wouldn't be a 10. Another point of not being a 10 is the training that we have from Gong. I've never seen a person from Gong talking with us, giving us training or providing videos or training specific for sales in Gong. It depends on us to navigate in Gong, but we don't have much information and training that I think would be nice for us to have.

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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

"The product is cloud-based and easy to operate. We have a broad integration capability, allowing for a multitude of integrations. This gives our customers a good understanding of our product, even if they aren't actively utilizing it. They can easily access and utilize all the features that Amazon's cloud services offer, making integrating with other cloud platforms simpler. It's not a standalone solution, which is advantageous for our customers."

"Amazon Connect is an easy tool to use, and one of the big things is when you look at a customer's journey and how you want to present it, it all starts with what they call contact flows, which essentially is a flowchart that can be omnidirectional with a drag-and-drop process where it's building blocks of how you want the customer's journey to go."

"Amazon Connect is easy to learn."

"Amazon Connect enhances customer experience by reducing operating costs due to its cloud-based pay-as-you-go model."

"Amazon Connect has positively impacted our organization because we used to have manual processing to gather more information and then create the summary, which takes time for our customers, but now it's a plug-in solution, and this summary is very helpful for us to review and settle the claim early."

"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."

"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."

"What I like most is how well it integrates with other AWS services, the ease of implementation, and the robust partner network that supports it."

More Amazon Connect pros

"Gong has positively impacted my organization by improving efficiency, helping our renewal rate, and enabling us to analyze and share client touchpoints internally to quickly address cross-departmental issues that might affect retention."

"Gong has impacted my organization positively in a huge way because it gives me insight into what customers are saying, saves me a ton of time by not having to be on calls all day, and really helps direct and influence our marketing based on customer voice and the feedback and questions that come up for the sales teams."

"Gong has positively impacted my organization by allowing anyone to be able to look into processes, learn more about what our customers are saying, learn from each other, and share things throughout the organization."

"Gong is totally stable in my experience, I think it is a really nice tool, and I really enjoy using it."

"Gong has positively impacted my organization overall in terms of people not having to carry pen and paper, which they use regularly during meetings."

"Using the AI, Gong summarizes calls, gives notes, suggests follow-up emails, and provides useful statistics like talking time and sentiment scores."

"Gong records all our calls, giving us feedback and creating a central platform for communication within our company."

"The call recording feature is beneficial because it allows me to remember everything from a call, including slides shared, topics discussed, and next steps."

More Gong pros

Cons

"There are issues on features like Lambda integrations and time-out"

"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."

"There are two perspectives to consider: one from the development side and the other from the customer's side. From a development standpoint, there are various aspects that Amazon needs to address, such as providing tools or direct development scenarios in Amazon Connect for building contact flows. Some essential reporting features in Genesys are currently lacking in the product."

"Amazon recently released a new feature called 'Customer Profiles.' It's intended to be similar to Salesforce. However, feature-wise, it isn't equivalent to Salesforce yet."

"We have faced many challenges with the solution's call quality that could be improved."

"Due to network issues, the agent desktop might be affected. If the firewall blocks the agent's desktop, connectivity might be disrupted."

"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."

"I consider that there are other applications that could accomplish the same tasks in an easier way, but the cost of the product is somewhat expensive."

More Amazon Connect cons

"Gong does not integrate well within Microsoft Teams calendars; sometimes the extension gets missed out and it does not get added to the meetings easily, so that is the major drawback that I have seen across."

"Gong can be improved with the follow-up email feature."

"I find that Gong's AI features are still not there yet, especially when it comes to call follow-up or mutual action plans."

"I think the external sharing might need some work, as if Gong had the ability to edit the calls."

"I would improve the interface for searching themes or words in the history of calls and emails."

"Gong could be improved with a little bit better AI on the follow-ups, as I still find myself using Gong AI-generated follow-up emails with my own parameters in ChatGPT."

"I think there are other generative AIs that have good information, providing good information about the companies. Gong in this field is a bit not ahead; it has to improve more."

"I wish the AI summaries were more accurate, and it would be nice if there were a way to include what a customer says about a specific topic in the AI summary."

More Gong cons

Pricing and Cost Advice

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

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

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

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

"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 would rate the pricing a nine out of ten, with ten being the most affordable."

More Amazon Connect pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Financial Services Firm

11%

Computer Software Company

11%

Insurance Company

Manufacturing Company

Computer Software Company

10%

Financial Services Firm

10%

Marketing Services Firm

Comms Service Provider

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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

By reviewers
Company Size	Count
Small Business	8
Midsize Enterprise	2
Large Enterprise	3

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...

What do you like most about Amazon Connect?

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

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;...

What needs improvement with Gong?

Gong can be improved in terms of external sharing and editing, as the editing and being able to share an edited version of the call might be my biggest improvement. Other than that, everything is p...

What is your primary use case for Gong?

My main use case for Gong is client call recording, transcription, analysis, and customer forecasting. A quick specific example of how I use Gong for those purposes is that all of our client calls ...

What advice do you have for others considering Gong?

My advice to others looking into using Gong is to use it every day. Link it to your Outlook. Really get in there, grab the transcripts, put them in Claude. Really use it. It is quite a tool if you ...

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Product Reports

Download Amazon Connect product report

Amazon Connect

March 2026

Download Gong product report

March 2026

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)

Gong leverages advanced analytics and AI to gain insights into sales conversations, aiding teams in enhancing performance and outcomes. It revolutionizes the way businesses understand customer interactions for increased efficiency.

Gong provides comprehensive analysis on sales call patterns, behaviors, and language, identifying what works in successful deals. Its AI-driven capabilities automate data capture, delivering actionable insights and enabling sales teams to strategize effectively. Users benefit from enhanced coaching opportunities and real-time visibility into deal progress.

What are the most notable features of Gong?

AI-Powered Analytics: Automatically transcribes and analyzes sales conversations to extract key insights.
Deal Intelligence: Provides real-time updates on deal progress and identifies risks.
Call Review: Enables managers to review calls and provide targeted coaching for improvement.
Performance Insights: Tracks key performance metrics to advise on best sales practices.
Integration: Seamlessly integrates with CRM systems for a unified data view.

What benefits and ROI should users expect from Gong?

Increased Sales Efficiency: Insightful data leads to more effective sales tactics.
Better Training: Managers use data-driven insights to enhance team skills.
Improved Deal Close Rates: Real-time analytics help identify winning strategies.
Data-Driven Decisions: Empowers teams with actionable intelligence.

Gong has been successfully implemented across industries like SaaS and telecom, driving significant sales improvements. Companies in these sectors use it to optimize customer interaction strategies and boost sales team productivity, proving its adaptability to specific industry needs.

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.

Information Not Available