Amazon Connect vs Enghouse CCaaS
Amazon Connect
aws.amazon.com
Enghouse CCaaS
enghouseinteractive.comSide by side
| Figure | Amazon Connect | Enghouse CCaaS |
|---|---|---|
| Price from | — | — |
| Free plan | — | — |
| Free trial | Yes | — |
| Open source | — | — |
| Web | Yes | Yes |
| iOS | Yes | — |
| Android | Yes | — |
| API | Yes | Yes |
| Plans published | 8 | 1 |
| Spec score · Call Center Software | 9.2 (#2) | 7.0 (#111) |
| Spec score · Contact Center Software | 9.2 (#1) | 7.4 (#28) |
| Channels | The service supports voice, chat, email, SMS, web, WhatsApp, and Apple Messages, with customer context carried across channels. | The platform supports voice, email, chat, SMS, social media, and video interactions. |
| Founded | 2017 | 1984 |
| Headquarters | Seattle, Washington | Markham, Ontario, Canada |
| Integrations | AWS documents Customer Profiles integrations with Salesforce, ServiceNow, Marketo, and Zendesk through Amazon AppFlow. | Named integrations include Microsoft Teams, Salesforce, Microsoft Dynamics 365, Freshdesk, ServiceNow, Verint, WhatsApp, and Google Dialogflow. |
| 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. | Enghouse CCaaS is a cloud-based contact center platform for handling customer interactions across multiple channels. |
| Security | AWS states that Connect Customer supports TLS 1.2 or later for clients accessing the service. | An Enghouse announcement says Enghouse Interactive Americas earned ISO 27001 certification for its security management system covering customer data in public CCaaS and private cloud contact center solutions. |
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
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.
Enghouse CCaaS
Enghouse CCaaS is a cloud contact-center platform for customer interactions across voice, email, chat, SMS, social media, and video. It includes inbound and outbound calling, automatic call distribution, IVR and self-service, recording, and reporting dashboards. AI capabilities cover interaction evaluation, sentiment insights, agent assistance, and natural-language self-service. Teams use a web interface, while APIs and toolkits connect CRM, workforce-management, and other applications. Named integrations include Microsoft Teams, Salesforce, Microsoft Dynamics 365, Freshdesk, ServiceNow, Verint, WhatsApp, and Google Dialogflow. Workforce features include demand forecasting, skills-based scheduling, and intraday management. Standard and Advanced tiers list 90 days of recording storage. Add-ons include workforce management, CRM connectors, chatbots, voicebots, analytics, outbound campaigns, and PCI payment options. Enghouse describes deployments from 10 to 10,000 seats, regardless of agent location, and lists 24/7 support. Pricing is on request.