Amazon Connect vs Daktela Contact Center
Amazon Connect
aws.amazon.com
Daktela Contact Center
daktela.comSide by side
| Figure | Amazon Connect | Daktela Contact Center |
|---|---|---|
| Price from | — | €12/mo |
| Free plan | — | — |
| Free trial | Yes | Yes |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | — | Yes |
| macOS | — | Yes |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Plans published | 8 | 10 |
| Spec score · Call Center Software | 9.2 (#2) | 8.6 (#21) |
| Spec score · Contact Center Software | 9.2 (#1) | 8.7 (#9) |
| Spec score · Contact Center as a Service - Midmarket Software | 9.2 (#1) | 8.7 (#8) |
| Spec score · Omnichannel Contact Center Software | 9.2 (#2) | 8.8 (#5) |
| Spec score · Call & Contact Center Software | 9.2 (#2) | 8.7 (#5) |
| Channels | The service supports voice, chat, email, SMS, web, WhatsApp, and Apple Messages, with customer context carried across channels. | The platform unifies voice calls, live chat, email and social media in one platform. |
| Founded | 2017 | 2005 |
| Free plan | No | No |
| Headquarters | Seattle, Washington | Prague, Czech Republic |
| Integrations | AWS documents Customer Profiles integrations with Salesforce, ServiceNow, Marketo, and Zendesk through Amazon AppFlow. | Daktela offers pre-built integrations for CRM, e-shop, WFM and back-office systems, with REST API and multiple SDKs. |
| Outbound dialer | Yes | Yes |
| Security | AWS states that Connect Customer supports TLS 1.2 or later for clients accessing the service. | Daktela says its cloud undergoes regular external penetration tests and that it complies with GDPR and ISO 27001. |
Plans
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
Daktela Contact Center
- Voice€30 a month
- Email€30 a month
- Webchat€15 a month
- SMS€12 a month
- Social€25 a month
- Voice + Email€50 a month
- Voice + Email + Webchat€62 a month
- All channels · Omnichannel€86 a month
- Voicebot Lite€200 a month
- Voicebot Advanced€600 a month
In their own words
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.
Daktela Contact Center
Daktela Contact Center is an AI-powered customer service platform that brings voice calls, live chat, email and social media together. Its chatbot, voicebot and email bot automate customer conversations and can hand them off to live agents when needed. Listed tools include a helpdesk, reports and analytics, a real-time panel, QA reviews and a knowledge base. The Android and iOS mobile app provides access to ticketing, CRM, calls, chats and real-time information; desktop phone clients are available through the Microsoft Store and Apple Store. Daktela offers pre-built integrations for CRM, e-shop, WFM and back-office systems, alongside a REST API, multiple SDKs and an MCP server with read-only data access. It says its cloud spans two Prague data centres, with backups running three times daily, and that it complies with GDPR and ISO 27001. Every license includes 24/7 technical support in the customer's local language. A 14-day trial with access to all features and no commitment is offered. The listed SMS plan is €12 a month per user; pricing terms vary by license type.