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: June 2026).

Amazon Connect vs. Gong

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Helped 902,894 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

2nd

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

9.0

Number of Reviews

Ranking in other categories

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

Mindshare comparison

As of July 2026, in the AI Customer Experience Personalization category, the mindshare of Amazon Connect is 1.7%, down from 9.7% compared to the previous year. The mindshare of Gong is 1.5%. It is calculated based on PeerSpot user engagement data.

AI Customer Experience Personalization Mindshare Distribution
Product	Mindshare (%)
Amazon Connect	1.7%
Gong	1.5%
Other	96.8%

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

"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."

"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."

"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."

"Amazon Connect is easy to learn."

"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 most helpful feature of Amazon Connect is Lex Bot, which is an inbuilt AI chatbot; it is very easy to develop a chatbot and the voice bot solution on Amazon Connect."

"The tool's most valuable feature is its simplicity and ease of use. Unlike other cloud contact centers, Amazon Connect allows easy drag-and-drop actions. Additionally, it integrates with other AWS services like Lambda."

More Amazon Connect pros

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

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

"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 the answer with AI."

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

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

"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 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."

"For a company with technical resources, it's a great tool. But for someone who wants a pre-packaged solution where everything is ready to use with some customization, it's a little more challenging."

"However, the key thing lacking is the scope of out-of-the-box reporting capabilities, though overall it is very good."

"Future improvements could include support for email as a channel."

"Amazon Connect should enhance its native agent desktop. Intuitive UI should be present for the agent desktop. Currently, it forces users to rely on third-party CRM integrations. Predominantly, there is no support for full-fledged customization for the native agent desktop. More customization options for the native desktop would be beneficial."

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

"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."

"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."

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."

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

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

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

"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."

"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."

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

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

More Gong cons

Pricing and Cost Advice

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

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

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

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

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

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

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

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

Manufacturing Company

Outsourcing Company

Manufacturing Company

11%

Financial Services Firm

Construction Company

Computer Software Company

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 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 Amazon Connect?

I do not remember specific features that could be added to Amazon Connect, to be honest, but it has been a long time since I was involved in the project.

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

Amazon Connect

Download Amazon Connect product report

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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

Amazon Connect vs. Gong