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Amazon Connect vs Zendesk Messaging comparison

The compared Amazon Web Services (AWS) and Zendesk solutions aren't in the same category. Amazon Web Services (AWS) is ranked #1 in CCP , with an average rating of 8.4, and holds a 24.0% mindshare in the category. Zendesk is ranked #12 in LC , and holds a 4.5% mindshare. Additionally, 100% of Amazon Web Services (AWS) users are willing to recommend the solution, compared to 100% of Zendesk users who would recommend it.
Amazon Connect
Read 22 Amazon Connect reviews
  • 2,113 Views
  • 1,331 Comparison Views
100% willing to recommend
Zendesk Messaging
Read 1 Zendesk Messaging review
  • 210 Views
  • 29 Comparison Views
100% willing to recommend
 

Comparison Buyer's Guide

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Executive Summary
We performed a comparison between Amazon Connect and Zendesk Messaging based on real PeerSpot user reviews.

Find out what your peers are saying about Amazon Web Services (AWS), Five9, Genesys and others in Contact Center Platforms.

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Contact Center Platforms
August 2025
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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
Average Rating
8.4
Reviews Sentiment
7.1
Number of Reviews
22
Ranking in other categories
Contact Center Platforms (1st), Contact Center as a Service (CCaaS) (1st)
Zendesk Messaging
Average Rating
10.0
Number of Reviews
1
Ranking in other categories
Live Chat (12th)
 

Mindshare comparison

Amazon Connect and Zendesk Messaging aren’t in the same category and serve different purposes. Amazon Connect is designed for Contact Center Platforms and holds a mindshare of 24.0%, down 26.1% compared to last year.
Zendesk Messaging, on the other hand, focuses on Live Chat, holds 4.5% mindshare, down 7.2% since last year.
Contact Center Platforms
Live Chat
 

Featured Reviews

Rajni Kumar Jha - PeerSpot reviewer
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.
Read full review
MA
Flexible, stable, and allows for faster delivery of support
We would like to have auto-templates for TT closure and TT updates. This will save time in writing the acknowledgment. Templates can be added and edited, thus saving the agent time when on the ticket. I believe that this will contribute to the agent's knowledge, once coming across new ways of customer writing templates.
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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%."
"Amazon Connect is really simple, straightforward, and very flexible."
"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 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.)."
"The solution is easy to use and has no downtime. 99.9 percent of customers are happy with AWS cloud services. It is also easy to learn, but you need to practice daily."
"We utilize Amazon Connect to handle customer service interactions, particularly in projects where we provide professional services. For example, when developing an application, we typically set up EC2 instances on AWS. Then, to facilitate communication within our clients' internal networks, we establish connections through Amazon Connect."
"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 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."
More Amazon Connect pros
"We like the mobile application, which allows us to provide a faster response to the customer."
 

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 scalability needs improvement."
"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."
"The product does not have any reporting dashboards."
"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, issues that involve other AWS services sometimes delay resolution."
"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 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."
More Amazon Connect cons
"We would like to have auto-templates for TT closure and TT updates."
 

Pricing and Cost Advice

"The licensing is a pay-as-you-go model."
"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."
"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."
"Amazon Connect has a pay-as-you-go model. But I have a slightly different perspective on it."
"I rate the tool's pricing an eight out of ten."
"The pricing of the Amazon is reasonable compared to other cloud providers."
More Amazon Connect pricing and cost advice
Information not available
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Top Industries

By visitors reading reviews
Computer Software Company
16%
Financial Services Firm
10%
Manufacturing Company
8%
Insurance Company
8%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
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.
See all answers
What is your experience regarding pricing and costs for Amazon Connect?
I don't know much about the pricing, setup cost, and licensing specifically. We work from a customer experience side, so we don't deal necessarily with the financials, we deal with more of the tech...
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Comparisons

Five9 vs Amazon Connect Logo
Five9 vs Amazon Connect
Compared 21% of the time
Genesys Cloud CX vs Amazon Connect Logo
Genesys Cloud CX vs Amazon Connect
Compared 21% of the time
Cisco Webex Contact Center vs Amazon Connect Logo
Cisco Webex Contact Center vs Amazon Connect
Compared 16% of the time
NICE CXone vs Amazon Connect Logo
NICE CXone vs Amazon Connect
Compared 10% of the time
Vonage Contact Centers vs Amazon Connect Logo
Vonage Contact Centers vs Amazon Connect
Compared 5% of the time
More Amazon Connect Competitors
No data available
 

Product Reports

Buyer's Guide
Amazon Connect
August 2025
Amazon Connect reportDownload Amazon Connect product report
Buyer's Guide
Live Chat
August 2025
Zendesk Messaging reportDownload Zendesk Messaging product report
 

Also Known As

AWS Connect
Zendesk Talk
 

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)

Live chat and messaging create a personal connection with customers looking for support. It’s a fast and effective way to offer help—without interrupting their experience.

Zendesk
 

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.
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Buyer's Guide
Contact Center Platforms
August 2025
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We monitor all Contact Center Platforms reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.