Amazon Connect vs Dialpad Workforce Management
Amazon Connect
aws.amazon.com
Dialpad Workforce Management
dialpad.comSide by side
| Figure | Amazon Connect | Dialpad Workforce Management |
|---|---|---|
| Price from | — | $95/mo |
| Free plan | — | — |
| Free trial | Yes | — |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | — | Yes |
| macOS | — | Yes |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | — |
| Plans published | 8 | 5 |
| Spec score · Contact Center Workforce Management Software | 9.1 (#3) | 8.1 (#11) |
| Founded | 2017 | 2011 |
| Headquarters | Seattle, Washington | San Ramon, California, USA |
| Integrations | AWS documents Customer Profiles integrations with Salesforce, ServiceNow, Marketo, and Zendesk through Amazon AppFlow. | Supported customer-service platforms include Front, Twilio, Aircall, Intercom, Salesforce, Zendesk, Dixa, Kustomer, and Talkdesk. |
| Security | AWS states that Connect Customer supports TLS 1.2 or later for clients accessing the service. | Dialpad states that its products are SOC 2 Type II compliant, HIPAA-ready, and support GDPR requirements, with annual ISO 27001:2022, ISO 27017:2015, and ISO 27018:2019 certification. |
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 Workforce Management
- Dialpad Support Essentials$95 a month
- Dialpad Support Advanced$135 a month
- Dialpad Support Premium$170 a month
- Dialpad Support EnterprisePriced on request
- Dialpad Workforce Management (standalone)Priced 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 Workforce Management
Dialpad Workforce Management (WFM) provides contact centers with demand forecasting, capacity planning, agent scheduling, adherence tracking, and performance management. It automates shift planning as contact volumes change, while managers can monitor schedule adherence in real time, review productivity across channels, and analyze behavioral trends. Scheduling supports automatic activity rotation, shift swaps, and time-off requests. Reports cover utilization, time and adherence, timesheet exports, shrinkage, and agent distribution. WFM supports demand and omnichannel forecasting, intraday management, and skills-based scheduling across phone, email, chat, SMS, WhatsApp, Facebook, Facebook Messenger, and Instagram. It is built on Dialpad's acquisition of Surfboard and brings scheduling, forecasting, and adherence tracking into Dialpad Support. Customers can use it as an add-on to Support or as a standalone product; standalone inquiries go to a Customer Success Manager. Support Essentials is $95 a month, Advanced is $135 a month, and Premium is $170 a month, with WFM available as an add-on. Forecasts typically take around 72 hours after an integration is connected.