Amazon Connect vs TalkDesk comparison

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Amazon Connect

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Executive SummaryUpdated on Apr 6, 2025

TalkDesk and Amazon Connect are competitors in the call center software market, each offering unique advantages. Amazon Connect is strong with its scalable, comprehensive solutions benefiting enterprise environments. TalkDesk excels in pricing and customer support, making it attractive to cost-conscious customers.

Features: TalkDesk provides efficient call handling, extensive integrations, and a user-friendly platform that enhances productivity. Amazon Connect offers scalability, advanced analytics, and utilizes AI-driven insights and real-time metrics to improve decision-making.

Room for Improvement: TalkDesk could enhance its reporting features, expand generative AI capabilities, and streamline backend automation. Amazon Connect might improve UI navigation, simplify initial setup, and expand training resources for less tech-savvy users.

Ease of Deployment and Customer Service: TalkDesk is renowned for its simple setup and responsive customer service, providing quick resolutions. Amazon Connect offers high scalability requiring technical setup and complexity but benefits from robust Amazon cloud infrastructure.

Pricing and ROI: TalkDesk offers transparent pricing appealing to buyers with budget constraints, presenting lower initial costs. Amazon Connect's pay-as-you-go pricing can be more cost-effective for dynamic needs, suggesting potential long-term savings with higher initial investments.

To learn more, read our detailed Amazon Connect vs. TalkDesk Report (Updated: April 2025).

Amazon Connect vs. TalkDesk

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Helped 849,963 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 Contact Center Platforms

1st

Ranking in Contact Center as a Service (CCaaS)

2nd

Average Rating

8.4

Reviews Sentiment

7.9

Number of Reviews

Ranking in other categories

No ranking in other categories

TalkDesk

Ranking in Contact Center Platforms

4th

Ranking in Contact Center as a Service (CCaaS)

5th

Average Rating

8.4

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of May 2025, in the Contact Center Platforms category, the mindshare of Amazon Connect is 26.2%, down from 26.8% compared to the previous year. The mindshare of TalkDesk is 3.7%, up from 2.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Contact Center Platforms

Featured Reviews

Rajni Kumar Jha

Senior Software Engineer at JPMorgan Chase & Co.

Offers good reliability, works well for hybrid environment, totally managed by Amazon but needs to integrate third-party CRM tools like Salesforce

My recommendation depends on your exact requirements. It involves the following aspects: * What's the size of your operation? * What specific purposes do you have in mind? * Could you elaborate on how you intend to use it? For example, if I have a call center with 30 people, and I primarily want to use it for call center operations. I wouldn't recommend Avaya or Cisco. I'd suggest considering either Amazon Connect or Salesforce Service Cloud (voice services). For Amazon Connect, I'd rate it a seven out of ten. There are a few features they still need to improve, particularly with Customer Profiles and case management. If these features become as robust as Salesforce, then Amazon Connect could be a complete contact center solution without the need to integrate third-party CRM tools like Salesforce.

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TANMAY AKHADE

Technical Program Manager at WhiteHat Jr

User-friendly, enables to respond to customer queries 70% to 80% quickly, and reduces dependency on agents

The product has automatic call-routing features. We must share how the calls must be routed to each team, and it automatically takes care of it. The solution is quite user-friendly. We don't have to do a lot of coding. We can do certain configurations on top of the coding, and it is automatically taken care of in the backend. It is a good feature. We can do a lot of automation. The tool is moving towards generative AI. The customer talks to the tool, and the tool understands what they need and provides it to them. Earlier, the customers would send an email and wait for a response from a representative. Our TAT was two to three years. Currently, our TAT is 20 minutes. If customers contact us with any concerns, we respond to them quickly. The response time has improved by 70% to 80%. Though it is new to the market, the generative AI has reduced our dependency on the agents. Earlier, the agents had to answer all of the customers’ issues. Now, TalkDesk fetches the answer from the backend and provides it to the customer. AI is good. It saves us a lot of time. It’s a discovery phase, so it is not quite handy. However, at times, less interaction is required if all the details are available on the website.

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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

"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."

"The best thing about Amazon Connect is that it has everything we need in one place. With other products, we might have to get different tools for different jobs, like recording calls. However, with the tool, it's all there together. Plus, it's cheaper than other options."

"Amazon recently launched a new service within Amazon Connect called Workforce Management (WFM). Only a few companies like NICE and Genesys offer comparable WFM solutions. Amazon Connect's WFM features are robust, allowing for agent scheduling, tracking their status (on call, on leave, on break, etc.)."

"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."

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

"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."

More Amazon Connect pros

"TalkDesk enhanced customer service with AI."

"The most valuable feature of the solution is its ease of use."

"With TalkDesk, you get to use TalkDesk Studio, which allows you to easily create outbound campaigns, and I am very happy with it."

"It is very simple to learn how to use TalkDesk."

"The initial setup was straightforward."

"TalkDesk and their online support being very helpful. I collaborated with another resource who managed call routing, and my role was to develop applications that interacted with the routing system as needed, such as taking over calls for payment processing and directing any issues to the appropriate support personnel."

"The solution's most valuable feature is its calling feature. It is very stable for outbound calls, and the tool's call routing feature is efficient. We integrated it with Zendesk. I answered the calls in my queue and transferred the ones that were for escalation. TalkDesk is very user-friendly."

"The tool is similar to RingCentral. It automatically integrates with your systems, so you can make calls directly from Teams instead of making calls with the TalkDesk application. It also has sentiment analytics features, similar to AI features, where you can analyze the tone of the person you're speaking with, determining if they are angry or happy. You can pull back data and analyze it on a separate system."

More TalkDesk 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."

"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."

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

"The scalability needs improvement."

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

"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."

"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 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."

More Amazon Connect cons

"One area of improvement is the customization options for cloud storage."

"We faced issues with bulk SMS."

"The solution's reporting feature is sometimes delayed and could be improved."

"While using TalkDesk, I noticed that sometimes the default color scheme, especially in night mode, wasn't suitable for elderly users."

"There were two big issues, but in a general statement, it is a stable tool."

"The solution lacks some features for outbound campaigns compared to other providers."

"Inbound calls are shaky, especially if your internet speed is not high. It happens because of the internet bandwidth. The solution must be stable for regions with slow internet speeds, such as South Africa, Nigeria, and Kenya. It is because Africa doesn't have a good internet infrastructure."

"There is room for improvement in the flexibility of the dashboard and reporting customization."

More TalkDesk cons

Pricing and Cost Advice

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

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

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

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

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

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

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

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

More Amazon Connect pricing and cost advice

"TalkDesk's pricing is with the investment."

"If we need less number of licenses, the pricing will be high."

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Top Industries

By visitors reading reviews

Computer Software Company

16%

Financial Services Firm

Insurance Company

Government

Computer Software Company

19%

Retailer

13%

Energy/Utilities Company

11%

Non Profit

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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?

The pricing is rated ten due to its scalability and cost-effectiveness based on the level of usage. Several services are available to choose from, charging only when Lambda functions are triggered....

What is your experience regarding pricing and costs for TalkDesk?

TalkDesk's pricing is with the investment.

What needs improvement with TalkDesk?

While using TalkDesk, I noticed that sometimes the default color scheme, especially in night mode, wasn't suitable for elderly users. It was too bright and not user-friendly. We switched it to nigh...

What is your primary use case for TalkDesk?

I was supervising a team, and we handled all our phone calls and the necessary metrics from those calls. We were using TalkDesk to gather that information.

Genesys Cloud CX vs Amazon Connect

Comparisons

Compared 22% of the time

Five9 vs Amazon Connect

Compared 22% of the time

Cisco Webex Contact Center vs Amazon Connect

Compared 19% of the time

NICE CXone vs Amazon Connect

Compared 8% of the time

Zendesk Chat vs Amazon Connect

Compared 6% of the time

More Amazon Connect Competitors

Five9 vs TalkDesk

Compared 58% of the time

Genesys Cloud CX vs TalkDesk

Compared 42% of the time

More TalkDesk Competitors

Product Reports

Amazon Connect

Download Amazon Connect product report

Download TalkDesk product report

Also Known As

AWS Connect

No data available

Overview

Amazon Connect is a cloud-based contact center solution known for easy setup, flexible contact flow design, and integration with AWS services. It features a pay-as-you-go pricing model, offering real-time analytics, scalability, and support for both chat and voice interactions.

Amazon Connect facilitates seamless communication by integrating with CRM platforms like Salesforce and ServiceNow. It supports functionalities such as softphones, IVR systems, and AI-driven capabilities like sentiment analysis. Companies transitioning from traditional systems benefit from flexible call routing, customer interaction management, and AWS service integration. However, there are challenges like complex integration processes, limited outbound features, and a need for improved call quality and reporting customization.

What are the most important features of Amazon Connect?

Flexible Contact Flow: Easy drag-and-drop design for contact flows.
Integration: Seamless AWS and CRM platform integration.
Scalability: Efficient cloud-based scalability options.
Real-time Analytics: Offers insightful data analysis and metrics.
Voicemail Integration: Effective and efficient voicemail solutions.

What benefits should users look for in Amazon Connect reviews?

Pricing Flexibility: No upfront costs with pay-as-you-go model.
Enhanced Efficiency: Supports diverse communication methods.
Seamless Operations: Simplified operations through drag-and-drop actions.
Improved Interaction Management: AI-driven features for sentiment analysis.

Amazon Connect sees implementation across industries needing efficient cloud-based contact center management. Financial services, healthcare, and retail sectors utilize its integration capabilities with CRM systems and AWS for streamlined communication processes, capitalizing on AI and analytics features to enhance customer interactions.

Amazon Web Services (AWS)

TalkDesk, an advanced Cloud Contact Center Platform, revolutionizes customer service operations through its omnichannel capabilities. It seamlessly integrates with businesses' internal systems, enabling efficient management of customer interactions across phone, email, SMS, and social media. By identifying existing customers and leveraging custom objects, TalkDesk enhances agent efficiency and automates interaction data integration.

TalkDesk offers a suite of essential features for robust contact center functionality. Queue management, voicemail, click-to-call, call forwarding, local caller ID, and comprehensive analytics ensure efficient query management and improved customer satisfaction.

Additional features to emphasize:

TalkDesk's compatibility with popular CRM systems and live chat tools enhances team performance and workflow cohesion.
TalkDesk's customer experience analytics include sentiment analysis and visually appealing dashboards to provide deep insights into customer emotions and trends, enhancing businesses' understanding and response to customer needs.
TalkDesk's automated workflows and direct ticket creation within the interface streamline operations further.
Finally, TalkDesk's AI-driven tools optimize call routing, provide detailed analytics, and assist in agent coaching, elevating the quality of customer interactions.

Additionally, TalkDesk's focus extends to quality and workforce management, providing tools for assessing agent performance and recommending improvements. Features like voice and screen recording, time-stamped comments, and gamified metrics offer valuable insights for performance enhancement.

The mobile app Talkdesk Conversations, available for iOS and Android, extends platform functionality for remote teams. It includes call placement, recording, and CRM connectivity features, ensuring uninterrupted customer service. However, the app has garnered limited reviews and ratings on mobile app stores.

In summary, TalkDesk is a comprehensive, AI-enhanced, and highly integrative solution for businesses seeking to optimize customer service and agent management. With its range of features catering to various customer service aspects, TalkDesk is a good contact center platform to consider.

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.

Anki, Beautylish, Chic by Choice, Uniplaces, Box, Dropbox, Caviar, Prezi, Edmunds, Vaniday, Wahoo Fitness, Surveypal, Whistle, ZipRecruiter

Amazon Connect vs. TalkDesk