Amazon Connect vs QEval
Amazon Connect
aws.amazon.comQEval
etechgs.comSide by side
| Figure | Amazon Connect | QEval |
|---|---|---|
| Price from | — | — |
| Free plan | — | — |
| Free trial | Yes | — |
| Open source | — | — |
| Web | Yes | Yes |
| iOS | Yes | — |
| Android | Yes | — |
| API | Yes | — |
| Plans published | 8 | 1 |
| Spec score · Contact Center Analytics Software | 9.2 (#1) | 7.2 (#16) |
| Compliance | AWS lists SOC, PCI, HIPAA, C5 (Frankfurt), and HITRUST CSF among compliance programs that assess Connect Customer. | The maker says QEval monitors TCPA, HIPAA, PCI-DSS, and GDPR requirements, with real-time alerts and audit trails. |
| Founded | 2017 | 2023 |
| Headquarters | Seattle, Washington | Nacogdoches, Texas, United States |
| Integrations | AWS documents Customer Profiles integrations with Salesforce, ServiceNow, Marketo, and Zendesk through Amazon AppFlow. | QEval offers 80+ pre-built connectors, including Salesforce, Genesys, Five9, NICE, Avaya, Amazon Connect, Tableau, Slack, and Microsoft Teams. |
| Security | AWS states that Connect Customer supports TLS 1.2 or later for clients accessing the service. | ETS Labs lists SOC 2 Type II, ISO 27001:2022, PCI-DSS, HIPAA, and GDPR among its security and compliance credentials. |
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.
QEval
QEval is a web-based performance management platform for contact centers that uses AI to analyze customer interactions. The maker says it covers all voice, chat, email, and messaging interactions, with automated quality scoring for context, tone, and compliance. Speech analytics tracks tone, sentiment, silence patterns, talk time, and keywords. Personalized coaching assignments are based on performance gaps, compliance violations, and coaching preferences. QEval monitors TCPA, HIPAA, PCI-DSS, and GDPR requirements and maintains audit trails. It detects PHI, PCI, and PII at intake and stores redacted transcripts by default. The maker lists SOC 2 Type II and PCI DSS Level 1 as attested, and ISO 27001:2022 and HIPAA as aligned. More than 80 pre-built connectors include Salesforce, Genesys, Five9, NICE, Avaya, Amazon Connect, Tableau, Slack, and Microsoft Teams. The maker says deployment can take 30 days without infrastructure changes. Pricing is custom and provided after inquiry; an ungated platform tour is available without sign-in or a demo call.