Amazon Connect vs Google Contact Center AI Platform
Amazon Connect
aws.amazon.com
Google Contact Center AI Platform
cloud.google.comSide by side
| Figure | Amazon Connect | Google Contact Center AI Platform |
|---|---|---|
| Price from | — | — |
| Free plan | — | — |
| Free trial | Yes | Yes |
| Open source | — | — |
| Web | Yes | Yes |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Plans published | 8 | 1 |
| Spec score · Call Center Software | 9.2 (#2) | 8.6 (#19) |
| Spec score · Call & Contact Center Software | 9.2 (#2) | 8.3 (#8) |
| Spec score · Contact Center as a Service - Enterprise Software | 9.2 (#2) | 8.3 (#9) |
| Spec score · Call Center CRM Software | 9.2 (#2) | 8.3 (#9) |
| Channels | The service supports voice, chat, email, SMS, web, WhatsApp, and Apple Messages, with customer context carried across channels. | The platform supports voice, chat, and SMS, with web and mobile SDKs for customer support experiences. |
| Digital channel scope | omnichannel | omnichannel |
| Founded | 2017 | 2022 |
| Free plan | No | No |
| Headquarters | Seattle, Washington | Mountain View, California, United States |
| Inbound calling | Yes | Yes |
| IVR builder | Yes | Yes |
| Outbound dialer | Yes | Yes |
| Security | AWS states that Connect Customer supports TLS 1.2 or later for clients accessing the service. | VPC Service Controls can help mitigate data exfiltration risk by restricting exchanges between an instance and Google Cloud services outside its perimeter. |
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
Google Contact Center AI Platform
- Contact Center AI PlatformPriced 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.
Google Contact Center AI Platform
Google Contact Center AI Platform is a cloud-native service for queuing and routing customer interactions across voice and digital channels. It supports voice, chat, and SMS, with web and mobile SDKs for adding support experiences to apps. Its AI capabilities include omnichannel routing, virtual agents, Agent Assist, and Insights. Businesses can embed agent interactions, media sharing, and secure payments in customer journeys. CRM integrations include Salesforce, Zendesk, Microsoft Dynamics, Kustomer, and HubSpot; Salesforce integration can find customer records, connect session data to CRM records, and open cases for calls or chats. The Apps API includes endpoints for agents, calls, campaigns, chats, co-browsing, contact data, SMS, and wait times. Documented instance sizes range from 250 to 100,000 concurrent call or chat sessions. Pricing is on request, with no free plan and a free trial. Trial instances are non-production, capped at 250 concurrent sessions, and telephony is billed separately. Time-limited trials expire after 90 days, taking their configuration with them.