Amazon Connect vs Dialpad Support
Amazon Connect
aws.amazon.com
Dialpad Support
dialpad.comSide by side
| Figure | Amazon Connect | Dialpad Support |
|---|---|---|
| Price from | — | $8,095/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 | 4 |
| Spec score · Call Center Software | 9.2 (#2) | 9.1 (#4) |
| Spec score · Contact Center Software | 9.2 (#1) | 9.0 (#3) |
| Spec score · Call Center CRM Software | 9.2 (#2) | 9.1 (#3) |
| AI agents | Its AI agents can autonomously resolve requests such as processing returns, updating accounts, and rebooking flights, and can pass interaction context to a human agent when needed. | Dialpad AI Agents can handle routine voice and digital requests, answer questions, schedule appointments, complete tasks, and hand off to human agents with context. |
| Analytics | The service provides real-time and historical metrics, conversational analytics, and an analytics data lake that supports zero-ETL access to third-party sources. | Contact-center reporting includes queue-health, call-abandonment, callback-effectiveness, service-level, and agent-to-caller metrics. |
| Compliance | AWS lists SOC, PCI, HIPAA, C5 (Frankfurt), and HITRUST CSF among compliance programs that assess Connect Customer. | Dialpad states that it is SOC 2 Type II compliant, offers HIPAA-ready products with a BAA, and supports GDPR requirements through retention policies, data-subject requests, and consent mechanisms. |
| Digital channel scope | omnichannel | omnichannel |
| Founded | 2017 | 2011 |
| Free plan | No | No |
| Headquarters | Seattle, Washington | San Ramon, California, USA |
| Inbound calling | Yes | Yes |
| Integrations | AWS documents Customer Profiles integrations with Salesforce, ServiceNow, Marketo, and Zendesk through Amazon AppFlow. | Native contact-center integrations include Salesforce, HubSpot, Zendesk, ServiceNow, Zoho CRM, Copper CRM, and Outreach. |
| IVR builder | Yes | Yes |
| Outbound dialer | Yes | Yes |
| Product | Amazon Connect Customer is an agentic AI solution for customer experience that handles proactive outreach, self-service resolution, and agent assistance across channels. | Dialpad Support is a contact center platform for customer support teams with real-time AI, voice and digital channels, coaching, analytics, quality management, and performance insights. |
| Security | AWS states that Connect Customer supports TLS 1.2 or later for clients accessing the service. | VoIP calls and in-transit web requests use TLS encryption, while application data at rest uses AES 256-bit encryption on Google Cloud Platform. |
| Workforce management | Yes | Dialpad WFM supports demand forecasting, scheduling, and schedule-adherence tracking alongside contact-center analytics. |
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
Dialpad Support
- Essentials$8,095 a month
- AdvancedPrice not published
- PremiumPrice not published
- EnterprisePriced on request
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.
Dialpad Support
Dialpad Support is a contact center platform for customer support teams, bringing voice and digital channels together with AI, coaching, analytics, quality management, and performance insights. AI Agents can handle routine voice and digital requests, answer questions, schedule appointments, complete tasks, and hand off to human agents with context. Configurable AI-powered IVR lets customers self-serve or route to a person or department. Supervisors can use sentiment detection, real-time transcripts, listening, whispering, call barging, AI Recaps, and AI Scorecards. Live Coach Cards can surface talking points when configured keywords are spoken, while Scorecards can flag quality criteria and coaching opportunities. Reporting covers queue health, abandoned calls, callback effectiveness, service levels, and agent-to-caller metrics. Administrators manage agents, locations, numbers, queues, and users through an online dashboard. Native integrations include Salesforce, HubSpot, Zendesk, ServiceNow, Zoho CRM, Copper CRM, and Outreach. It works on Android, iOS, PC, Mac, and web browsers. Pricing starts at $80/user/mo (annual); no free plan is offered, but a free trial is available.