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: April 2026).

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Amazon Connect vs. Gong

April 2026

Helped 894,738 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

2nd

Average Rating

9.0

Number of Reviews

Ranking in other categories

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

Mindshare comparison

As of May 2026, in the AI Customer Experience Personalization category, the mindshare of Amazon Connect is 2.2%, down from 7.3% compared to the previous year. The mindshare of Gong is 1.6%. It is calculated based on PeerSpot user engagement data.

AI Customer Experience Personalization Mindshare Distribution
Product	Mindshare (%)
Amazon Connect	2.2%
Gong	1.6%
Other	96.2%

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

"It integrates with major tools like Amazon Polly for text-to-speech and third-party services like Twilio and Cisco-based dialers."

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

"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."

"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."

"There is no technical experience needed to build it. It's easy for beginners to understand and use."

"In my experience, one of the tool's most valuable features is its ease of use. Setting up a contact center can be done in just a few minutes with a few clicks. This contrasts with the hours or days it might take using other solutions."

"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

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

"Gong has positively impacted my organization by definitely saving time, as we have a very big focus on utilizing AI."

"Having call recordings and summaries helps our team have complete visibility into calls."

"Gong has positively impacted my organization hugely, as we run pipeline meetings from Gong and I can ask questions around MEDDIC and MEDDPICC while getting better visibility and more predictable revenue."

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

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

"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 has positively impacted my organization because as customer success managers and sales team members, we all have quite a few accounts."

More Gong pros

Cons

"Amazon Connect could benefit from having flow blocks that do that naturally without having another company behind it supporting it."

"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."

"The scalability needs improvement."

"However, issues that involve other AWS services sometimes delay resolution."

"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."

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

"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."

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

More Amazon Connect cons

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

"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 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."

"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."

"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."

"These features might actually exist, but I never really use them since when I did, they weren't great."

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."

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

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

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

"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."

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

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

10%

Insurance Company

Manufacturing Company

Financial Services Firm

10%

Construction Company

Computer Software Company

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	16

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 is such a great tool that it's hard for me to give input. I'm fascinated by it, and they always send emails about what has been changed recently. I don't have any suggestions at this time.

What is your primary use case for Gong?

My main use case for Gong has two parts: one is for sending the recording to the client in a secure way, and the other one is to prepare for calls. I go into the account and see what has been done ...

What advice do you have for others considering Gong?

My advice to others looking into using Gong is to go for it. It's really easy to use, the recordings are very good, it has transcripts, and I can ask something about the call, and it will generate ...

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Product Reports

Download Amazon Connect product report

Amazon Connect

May 2026

Download Gong product report

May 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