Amazon Connect vs Talkdesk CX Cloud
Amazon Connect
aws.amazon.com
Talkdesk CX Cloud
talkdesk.comSide by side
| Figure | Amazon Connect | Talkdesk CX Cloud |
|---|---|---|
| Price from | — | $85/mo |
| Free plan | — | — |
| Free trial | Yes | — |
| Open source | — | — |
| Web | Yes | Yes |
| iOS | Yes | — |
| Android | Yes | — |
| API | Yes | — |
| Plans published | 8 | 3 |
| Spec score · Call Center Software | 9.2 (#2) | 7.3 (#99) |
| Spec score · Contact Center Software | 9.2 (#1) | 6.8 (#34) |
| Spec score · Cloud Communication Platform | 9.1 (#1) | 6.7 (#25) |
| Spec score · Customer Service - Enterprise Software | 9.2 (#1) | 6.8 (#23) |
| Spec score · Contact Center as a Service - Midmarket Software | 9.2 (#1) | 6.8 (#23) |
| Spec score · Omnichannel Contact Center Software | 9.2 (#2) | 6.8 (#33) |
| Spec score · Call & Contact Center Software | 9.2 (#2) | 6.8 (#24) |
| Spec score · Contact Center as a Service - Enterprise Software | 9.2 (#2) | 6.7 (#22) |
| Spec score · Call Center CRM Software | 9.2 (#2) | 6.7 (#15) |
| Digital channel scope | omnichannel | omnichannel |
| Founded | 2017 | 2011 |
| Free plan | No | No |
| Headquarters | Seattle, Washington | Palo Alto, California, United States |
| Inbound calling | Yes | Yes |
| IVR builder | Yes | Yes |
| Outbound dialer | Yes | Yes |
| Workforce management | Yes | Yes |
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
Talkdesk CX Cloud
- Digital Essentials$85 a month
- Voice Essentials$105 a month
- Elite$165 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.
Talkdesk CX Cloud
Talkdesk CX Cloud is a web-based contact-center platform for voice and digital customer interactions. It supports inbound calling, an outbound dialer and an IVR builder, with omnichannel coverage across voice, web chat, SMS, WhatsApp and Digital Connect. Digital Essentials costs $85 a month, based on a minimum three-year commitment, and includes email, chat, SMS and social messaging, Studio and routing, API access, real-time dashboards, business intelligence and quality management. Voice Essentials costs $105 a month under the same commitment and covers voice engagement with those operational tools. Elite costs $165 a month and combines both Essentials editions with custom reporting, performance management, screen recording, workforce management and proactive outbound engagement. Other listed capabilities include workflow actions, human handoff, multilingual support, speech analytics, sentiment analysis, journey mapping, data export and team leaderboards. Integrations include ServiceNow, Zendesk, Freshdesk, Freshservice, Help Scout, Intercom and Kustomer. The platform has no free plan and runs on the web.