Amazon Connect vs GoTo Contact Center
Amazon Connect
aws.amazon.com
GoTo Contact Center
goto.comSide by side
| Figure | Amazon Connect | GoTo Contact Center |
|---|---|---|
| Price from | — | $29.95/mo |
| Free plan | — | — |
| Free trial | Yes | — |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | — | Yes |
| macOS | — | Yes |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Plans published | 8 | 2 |
| Spec score · Call Center Software | 9.2 (#2) | 8.9 (#8) |
| Spec score · Contact Center as a Service - Midmarket Software | 9.2 (#1) | 8.6 (#10) |
| Spec score · Omnichannel Contact Center Software | 9.2 (#2) | 8.7 (#6) |
| Spec score · Contact Center as a Service - Enterprise Software | 9.2 (#2) | 8.6 (#8) |
| Spec score · Call Center CRM Software | 9.2 (#2) | 8.6 (#6) |
| 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. | Reporting includes real-time and historical metrics, queue times, agent availability, call outcomes and export to CSV, PDF or PNG. |
| Channels | The service supports voice, chat, email, SMS, web, WhatsApp, and Apple Messages, with customer context carried across channels. | The broader GoTo Connect CX offering lists WhatsApp, social messaging, SMS campaigns, web chat, and surveys. |
| Digital channel scope | omnichannel | omnichannel |
| Headquarters | Seattle, Washington | Boston, Massachusetts, United States |
| Inbound calling | Yes | Yes |
| Integrations | AWS documents Customer Profiles integrations with Salesforce, ServiceNow, Marketo, and Zendesk through Amazon AppFlow. | Published integrations include Salesforce, Google, Zendesk, Slack, HubSpot and ServiceNow. |
| IVR builder | Yes | Yes |
| Outbound dialer | Yes | The product includes an outbound dialer for automating sales calls. |
| Product | Amazon Connect Customer is an agentic AI solution for customer experience that handles proactive outreach, self-service resolution, and agent assistance across channels. | GoTo Contact Center is an all-in-one, AI-powered cloud contact center solution. |
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
GoTo Contact Center
- Contact CenterPriced on request
- GoTo Connect$29.95 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.
GoTo Contact Center
GoTo Contact Center is a cloud contact center for inbound and outbound calling, with omnichannel digital channels. Its Contact Center plan includes an agent dashboard, integrated softphone, AI chat analysis and supervisor reporting tools. Teams can assign skills, tag work and route calls by priority; other listed functions include call wrap-up, queue callbacks and an auto dialer. Supervisors can monitor and coach agents, and co-browsing is included. The product also offers an IVR builder, auto attendant, custom call routing, voicemail transcription and multiple business numbers. Real-time reporting and analytics help teams track performance, while intelligent routing and callback queues are intended to direct customers and reduce waiting. GoTo’s broader Connect CX offering lists WhatsApp, social messaging, SMS campaigns, web chat and surveys. Integrations include Salesforce, Google, Zendesk, Slack, HubSpot and ServiceNow. The service runs on web, Windows, macOS, Android and iOS, with desktop and mobile apps available. Contact Center has no free plan; pricing is available on request. GoTo reports 99.999% availability for the cloud service.