26 DIFFERENCES · 22 THE SAME
Amazon Connect vs Zoom Contact Center
Last verified
Both qualify for
Differences 26
| Field | Amazon Connect | Zoom Contact Center |
|---|---|---|
| OVERVIEWQualifying use cases | 7 | 2 |
| COSTTrue monthly cost (low) | $38 at 1,000 minutes/month | €283 at 5 users |
| COSTTrue monthly cost (mid) | $190 at 5,000 minutes/month | €1,415 at 25 users |
| COSTTrue monthly cost (high) | $760 at 20,000 minutes/month | €5,658 at 100 users |
| COSTPricing model | Per Minute | Per User Month |
| COSTPlans | Voice, SMS and 3P messaging | Essentials, Premium, Elite |
| COMPLIANCESoc2 Type2 | unknown | Yes |
| INTEGRATIONSIntegrations | Salesforce, Zendesk | Salesforce, Zendesk, Servicenow |
| FEATURESAnswering machine detection | Included | Not tracked |
| FEATURESCall recording | Included | Not tracked |
| FEATURESTransfers calls to staff | Included | Not tracked |
| FEATURESClick-to-call web widget | Included | Not tracked |
| FEATURESEmail channel | Included | Higher tier |
| FEATURESVolume forecasting | Included | Higher tier |
| FEATURESSigns a HIPAA BAA | Not tracked | Included |
| FEATURESInternational numbers | Not tracked | Add-on |
| FEATURESLive call monitoring | Not tracked | Included |
| FEATURESLocal numbers | Included | Add-on |
| FEATURESMobile softphone app | Not tracked | Included |
| FEATURESOutbound IVR calls | Not tracked | Add-on |
| FEATURESPredictive dialer | Included | Not tracked |
| FEATURESQA scorecards | Included | Add-on |
| FEATURESCallback instead of waiting in queue | Included | Not tracked |
| FEATURESAgent scheduling | Included | Higher tier |
| FEATURESWebRTC calling SDK | Included | Not tracked |
| FEATURESWhatsApp Business Platform access | Included | Higher tier |
The same on both 22
| Field | Amazon Connect | Zoom Contact Center |
|---|---|---|
| OVERVIEWTool types | Contact center (CCaaS) | Contact center (CCaaS) |
| RELIABILITYIncidents (90 days) | — | — |
| RELIABILITYUptime (90 days) | — | — |
| COMPLIANCEHipaa Baa | unknown | unknown |
| COMPLIANCEPci Dss | Yes | Yes |
| COMPLIANCEStir Shaken | unknown | unknown |
| COMPLIANCEData Residency | unknown | unknown |
| COVERAGENumber countries | — | — |
| COVERAGESMS countries | — | — |
| FEATURESCall queues | Included | Included |
| FEATURESSends call summaries | Included | Included |
| FEATURESCall transcription | Included | Included |
| FEATURESWeb chat channel | Included | Included |
| FEATURESNative CRM integration | Included | Included |
| FEATURESMulti-level IVR menus | Included | Included |
| FEATURESOne agent inbox for voice, chat and email | Included | Included |
| FEATURESPCI DSS compliant | Included | Included |
| FEATURESSentiment analysis | Included | Included |
| FEATURESSkills-based routing | Included | Included |
| FEATURESSpeech analytics | Included | Included |
| FEATURESToll-free numbers | Included | Included |
| FEATURESReal-time queue wallboards | Included | Included |