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14 DIFFERENCES ยท 8 THE SAME

Amazon Connect vs CloudTalk

Last verified

SHORT ANSWER

Amazon Connect and CloudTalk both meet every requirement for 4 jobs we track, including support call queues, queue callback and call monitoring and QA. The biggest differences in the data: QA scorecards is included on Amazon Connect and add-on on CloudTalk and call transcription is included on Amazon Connect and add-on on CloudTalk.

Both meet every requirement for

Choose Amazon Connect if

  • - You need QA scorecards: Amazon Connect lists it as included, CloudTalk as add-on.
  • - You need call transcription: Amazon Connect lists it as included, CloudTalk as add-on.
  • - You need sends call summaries: Amazon Connect lists it as included, CloudTalk as add-on.

Differences 14

FieldAmazon ConnectCloudTalk
COSTSupport call queues: monthly cost at 25 users$28/moUnknown
COSTCall transcription: monthly cost at 5,000 minutes/month$28/moUnknown
COSTCall monitoring and QA: monthly cost at 25 users$28/moUnknown
COSTPricing modelPer minutePer user per month
COSTFree trialNot published by the vendorYes
COSTMinimum usersNot published by the vendor1 user
FEATURESQA scorecardsIncludedAdd-on
FEATURESCall transcriptionIncludedAdd-on
FEATURESSends call summariesIncludedAdd-on
COMPLIANCEHIPAA BAAUnknownYes
COMPLIANCESOC 2 Type IIUnknownYes
COVERAGECountries with phone numbersNot published by the vendor3 countries
INTEGRATIONSNative integrations2 native6 native
REVIEWSReview sentimentUnknownMostly positive

Amazon ConnectCloudTalk

The same on both 8

FieldAmazon ConnectCloudTalk
FEATURESCall queuesIncludedIncluded
FEATURESSkills-based routingIncludedIncluded
FEATURESCall recordingIncludedIncluded
FEATURESReal-time queue wallboardsIncludedIncluded
FEATURESCallback instead of waiting in queueIncludedIncluded
FEATURESNative CRM integrationIncludedIncluded
FEATURESLive call monitoringIncludedIncluded
FEATURESWhisper and bargeIncludedIncluded