Agentforce Contact Center vs Amazon Connect
Agentforce Contact Center
salesforce.com
Amazon Connect
aws.amazon.comSide by side
| Figure | Agentforce Contact Center | Amazon Connect |
|---|---|---|
| Price from | $50/mo | — |
| Free plan | — | — |
| Free trial | Yes | Yes |
| Open source | — | — |
| Web | Yes | Yes |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Plans published | 5 | 8 |
| Spec score · Call Center Software | 9.2 (#3) | 9.2 (#2) |
| Spec score · Omnichannel Contact Center Software | 9.3 (#1) | 9.2 (#2) |
| Spec score · Contact Center Workforce Management Software | 9.3 (#1) | 9.1 (#3) |
| Spec score · Call & Contact Center Software | 9.3 (#1) | 9.2 (#2) |
| Spec score · Contact Center as a Service - Enterprise Software | 9.3 (#1) | 9.2 (#2) |
| Spec score · Call Center CRM Software | 9.3 (#1) | 9.2 (#2) |
| Compliance | Salesforce states Agentforce maintains SOC 2 Type II, ISO 27001, PCI DSS, HIPAA, IRAP and FedRAMP High attestations. | AWS lists SOC, PCI, HIPAA, C5 (Frankfurt), and HITRUST CSF among compliance programs that assess Connect Customer. |
| Founded | 1999 | 2017 |
| Free plan | No | No |
| Headquarters | San Francisco, California, United States | Seattle, Washington |
| Workforce management | Yes | Yes |
Plans
Agentforce Contact Center
- Agentforce Contact Center$125 a month
- Agentforce Contact Center Plus$250 a month
- Agentforce Contact Center Voice$75 a month
- Workforce Management$50 a month
- Workforce Management$50 a month
Amazon Connect
- Amazon Connect Customer — chatPriced on request
- Amazon Connect Customer — SMS and 3P messagingPriced on request
- Amazon Connect Customer — voicePriced on request
- Amazon Connect Customer — emailPriced on request
- Chat$0.01, paid once
- SMS and 3P messaging$0.01, paid once
- Voice$0.04, paid once
- Email$0.08, paid once
In their own words
Agentforce Contact Center
Agentforce Contact Center is paid contact-center software for handling voice and digital customer requests. It runs on the web, iOS, and Android, with four request channels and tools for both customer service and workforce operations. Listed capabilities include outbound dialing, a shared inbox, customer and employee portals, a help center, a knowledge base, SLA management, and ticket and workflow automation. It also supports approval workflows, root-cause analysis, API access, offline mode, invoicing and payments, route optimization, and recurring jobs. Agentforce Contact Center costs $125 a month and includes native voice, digital channels, and AI enhancements. Contact Center Plus costs $250 a month and adds workforce and quality management. Contact Center Voice costs $75 a month, billed with Agentforce 1 Edition only; it includes unlimited platform voice minutes and directly integrated customer data. Workforce Management is $50 a month, with workforce planning, forecasting, and an intraday experience. There is no free plan.
Amazon Connect
Amazon Connect is a customer-experience service for managing interactions from outreach and self-service through assistance by human agents. Its AI agents can handle requests such as returns, account changes and flight rebooking, and can pass interaction context to a person when needed. Customers can continue across voice, chat, email, SMS, web, WhatsApp and Apple Messages without repeating themselves. Business and customer-experience teams can design conversational interactions on a visual, no-code canvas. Agent tools include real-time assistance, guided steps, post-contact summaries, screen recording and performance evaluations. The service also offers real-time and historical metrics, conversational analytics and an analytics data lake with zero-ETL access to third-party sources. Platforms listed are Android, iOS, API and web. AWS describes usage-based pricing without minimums, long-term contracts, seat-based licensing or tokens; prices can vary by region, communication type and provider. Listed charges are $0.04 minute, $0.01 message, 0.01 USD per SMS or third-party message, and $0.08.