Amazon Connect vs. CloudTalk

Amazon Connect

CloudTalk

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Amazon Connect	Score 8.7 out of 10	N/A	Launched in 2017 and available on AWS, Amazon Connect is a cloud-based omnichannel contact center designed to provide a seamless experience across voice and website live chat, featuring skills-based routing, task tracking, and analytic tools to track customer interactions, or evaluate agent activity. It can support office-based or virtual contact centers. The service is pay-per-usage, per feature.	$0 per profile/per month
CloudTalk	Score 7.2 out of 10	N/A	CloudTalk is cloud-based call center software for sales and support teams of all sizes, looking to improve customer experiences through more personalized, data-driven customer interactions. The vendor aims to help teams communicate clearly and efficiently. With CloudTalk users can get local, mobile or toll-free numbers from more than 140+ countries across the world. The vendor says they offer integration with important tools (such a CRM, Helpdesk, or…	$27 per month per user

Pricing

Amazon Connect

CloudTalk

Editions & Modules

Customer Profiles: $0.0025
per profile/per month
Chat: $0
per message
Contact Lens (5 million+ monthly minutes): $0.0125
per minute
Contact Lens (first 5 million monthly minutes): $0.015
per minute
Voice: $0.02
per minute
Voice ID: $0.025
per transaction
Tasks: $0.04
per task

CloudTalk Lite: $27
per month per user
CloudTalk Essential: $39
per month per user
CloudTalk Expert: $69
per month per user
CloudTalk Custom: Custom Pricing
per user or company/month (invoiced annually)

Offerings

Pricing Offerings
Amazon Connect	CloudTalk
Free Trial
Yes	Yes
Free/Freemium Version
No	No
Premium Consulting/Integration Services
No	No

Entry-level Setup Fee

No setup fee

Additional Details

—

A discount is offered for annual billing.

More Pricing Information

Community Pulse
	Amazon Connect	CloudTalk
Considered Both Products	Amazon Connect HM Héctor Morán Blázquez Head of IT Chose Amazon Connect We worked through a Request For Proposal to check different Contact Center platforms, we evaluated Talkdesk, Amazon Connect and Genesys PureConnect, all of them as a SaaS platforms, and trying to go to a pay per use model. The best option for us was Amazon Connect, with a pure … Incentivized Helpful? Navidut Tauhid Information Technology Instructor Chose Amazon Connect Amazon Connect has lots of free training available for partners and in general. So many demos are available to practice. It's free to test and gain more confidence before deploying in real world scenarios. You can use other AWS features to be integrated with Amazon cloud. … Incentivized Helpful? JM Jadwel Mayna Strategic Planning Manager Chose Amazon Connect Amazon Connect introduced an analytical and reporting feature, which evaluates the details and the concerns of clients. Besides, Amazon Connect clearly records all the calls, which captures the exact information which we use it in the future. The product is also as important in … Incentivized Helpful? Verified User Anonymous Chose Amazon Connect Five9, Slack and Atlassian Jira Incentivized Helpful?	CloudTalk Zuzana Hasko Head of Marketing Chose CloudTalk We were recommended CloudTalk basically from everybody in our network so we reached out directly to them at first and since they had everything we were looking for, feature-wise, and also were in our budget, we didn't really consider other vendors on the market. The … Incentivized Helpful? Verified User Anonymous Chose CloudTalk There were several services suitable for our needs. CloudTalk was chosen because of its simplicity, complexity, and brief time needed to use this service. No broad technical knowledge is required to start and operate CloudTalk. Incentivized Helpful? Matej Kukucka Founder Chose CloudTalk Better value for the money (by far). And besides that, all the features we needed, CloudTalk has them. Shoutout to their support for answering all the questions we had and to their CSM team for giving us a quick demo on the same day when we requested it. Recommended solution! Incentivized Helpful? Martin Kováč Marketing Specialist Chose CloudTalk Cloudtalk is well-priced for what we need from it. The fact that it has many features that we plan to use in the future is a deciding factor, and that gives it a big advantage. So the biggest impact was the comprehensiveness of the solution and the integration with the CRM. Incentivized Helpful? Verified User Anonymous Chose CloudTalk Twilio, Aircall and Talkdesk Incentivized Helpful? Marc Louis-Boyard International growth marketing specialist / Lead generation & International PR Chose CloudTalk We tried dealing with Aircall, but their solution didn't seem so flexible and the initial adoption cost was way out of our context. We learned later that the solution was in fact more flexible than we thought, but were disappointed by the little quality of their before-sales … Incentivized Helpful? Verified User Anonymous Chose CloudTalk So much better, much cleaner design. Much less complicated setup process. Has a much more up-to-date program. You can use the browser version or the stand-alone app, both are far more fleshed-out pieces of software. It is also much more reliable, haven't had the app crash even … Incentivized Helpful? Verified User Anonymous Chose CloudTalk CloudTalk is a lot more intuitive and provides more features and analytics than 3CX. The fact it allows for integration as well means we can stay on top of all of our missed calls and know exactly what client rang linking them to their company account. Incentivized Helpful? BM Bobbe Marvin Setter Team Manager Chose CloudTalk RingCentral has major issues syncing in real-time. The Web app and the desktop app never showed the same numbers. Often I'd have to wait hours for reports to update and then still had no confidence in the information presented. Incentivized Helpful? TN Trevor Nicholson CFO (Chief Financial Officer) Chose CloudTalk CloudTalk is significantly more affordable, easy to setup and the trial month was very helpful to ensure it was what we needed. AirCall can probably do a lot more but I cannot tell you what and I don't believe we need more as we are not a complex business that needs multiple … Incentivized Helpful? SS Samantha Semuhin Senior Support Manager Chose CloudTalk The pricing is more interesting and the fact they have a product easy to use with integrations with both our Sales and Support CRM's made us chose them. We were also told that a lot of the features we needed would be implemented in the soon future so let's see if it happens. Incentivized Helpful? FR Frederico Rocha CEO (Chief Executive Officer) Chose CloudTalk Availability of a Portuguese phone number and voice call quality. Incentivized Helpful? Diana Furikova Sales Manager Chose CloudTalk I have been using WhatsApp quite often for private and sometimes professional usage and in the past Skype and ICQ. WhatsApp is for free but I would say that CloudTalk provides a higher quality while talking so if I should choose between them for messages is WhatsApp very easy … Incentivized Helpful? Verified User Anonymous Chose CloudTalk The first thing is cost. CloudTalk was a lot cheaper than others. The other thing I noticed is that there were a lot of unwanted or unnecessary features with the other ones that didn't really matter to us, but were more [than] able to ask a higher price per seat. However, the … Incentivized Helpful? Verified User Anonymous Chose CloudTalk We used local VOIP provider, but it was slow, manual-based and expensive solution. Incentivized Helpful? Logan Brown Head of Sales and CS Chose CloudTalk It was a gamble if I'm being honest, plus this is a very nuanced and intricate topic. We didn't necessarily substitute one for the other, it was a much needed state of affairs where we needed the call monitoring and agent tracking pros of CloudTalk more so than ever before. Incentivized Helpful? PR Pablo Ritchie Product Manager Chose CloudTalk The integration of CloudTalk with Pipedrive makes the native Pipedrive call system practically unnecessary. The latter does not allow searching for calls or generating indicators as well achieved as in CloudTalk. Incentivized Helpful? Balder Goyo Coordinador de ventas Chose CloudTalk Before CloudTalk, we used Pipedrive. It also works really well, but it does not have the option of analytics. You could not check things like how many calls were made during the day or a specific time period. That, for me, is the most valuable feature of CloudTalk--all the data … Incentivized Helpful? JM juan meier lend officer Chose CloudTalk It's the perfect complement to the other services we use as it permits us to get in contact with our clients in order to not only have good communication inside of the company but also outside the company with our clients. It really rounds up the whole package. It's just the … Incentivized Helpful? Ian Moro Investment Advisor Chose CloudTalk Can't elaborate on this one. Incentivized Helpful? SM Siddharth Malhotra Business development Chose CloudTalk N/A Incentivized Helpful? Stasia Blake Administrative Strategist Chose CloudTalk CloudTalk service is immediately available once a profile is created and payment is made. Five9 indicated it would take up to 2 weeks to have full access to the service. Incentivized Helpful? Alex Peralta Partnership Manager Chose CloudTalk Though it was not my decision from switching from Circleloop, when we had originally used CircleLoop it gave some issues with internal transfer and taking calls which heavily affected us. With CloudTalk we can now successfully make outbound calls without any problems. Incentivized Helpful? Verified User Anonymous Chose CloudTalk CloudTalk has a better value for the money spent and has been easier to set up than other peers in that regards as well as better overall integration with already existing Software that we have been using for years in our company. At the end, the communication with CloudTalk … Incentivized Helpful? Verified User Anonymous Chose CloudTalk CloudTalk is much more configurable. It is very easy to send proactive SMS messages with CloudTalk whilst with Zendesk Talk this can only be done through a workaround. Zendesk does not provide Chinese virtual numbers either and outbound calls were not working to Chinese numbers … Incentivized Helpful?

Features

Amazon Connect

CloudTalk

Contact Center Software

Comparison of Contact Center Software features of Product A and Product B
	Amazon Connect 7.1 Ratings 16% below category average	CloudTalk 9.8 Ratings 17% above category average
Agent dashboard	5.00 Ratings	10.00 Ratings
Validate callers	7.00 Ratings	9.80 Ratings
Outbound response	7.00 Ratings	10.00 Ratings
Call forwarding	7.00 Ratings	9.90 Ratings
Click-to-call (CTC)	7.00 Ratings	9.80 Ratings
Warm transfer	9.00 Ratings	9.60 Ratings
Predictive dialing	5.00 Ratings	10.00 Ratings
Interactive voice response	6.00 Ratings	9.90 Ratings
REST APIs	9.00 Ratings	9.60 Ratings
Call scripts	5.00 Ratings	9.10 Ratings
Call tracking	7.00 Ratings	9.40 Ratings
Multichannel integration	9.00 Ratings	9.90 Ratings
CRM software integration	9.00 Ratings	9.90 Ratings

Workforce Optimization (WFO)

Comparison of Workforce Optimization (WFO) features of Product A and Product B
	Amazon Connect 5.7 Ratings 36% below category average	CloudTalk 9.9 Ratings 19% above category average
Inbound call routing	9.00 Ratings	10.00 Ratings
Omnichannel inbound routing	5.00 Ratings	9.90 Ratings
Recording	7.00 Ratings	9.90 Ratings
Quality management	7.00 Ratings	9.90 Ratings
Call analytics	3.00 Ratings	10.00 Ratings
Historical reporting	5.00 Ratings	9.90 Ratings
Live reporting	5.00 Ratings	9.90 Ratings
Customer surveys	5.00 Ratings	9.90 Ratings
Customer interaction analytics	5.00 Ratings	9.90 Ratings

Best Alternatives
	Amazon Connect	CloudTalk
Small Businesses	CloudTalk Score 7.2 out of 10	Nextiva Contact Center Score 9.6 out of 10
Medium-sized Companies	CloudTalk Score 7.2 out of 10	Nextiva Contact Center Score 9.6 out of 10
Enterprises	Google Cloud Contact Center AI Score 7.0 out of 10	Google Cloud Contact Center AI Score 7.0 out of 10
All Alternatives	View all alternatives	View all alternatives

User Ratings
	Amazon Connect	CloudTalk
Likelihood to Recommend	7.0 (0 ratings)	10.0 (0 ratings)
Likelihood to Renew	- (0 ratings)	8.2 (0 ratings)
Usability	- (0 ratings)	7.7 (0 ratings)
Support Rating	- (0 ratings)	3.6 (0 ratings)
Implementation Rating	- (0 ratings)	8.2 (0 ratings)

User Testimonials
	Amazon Connect	CloudTalk
Likelihood to Recommend	Our company is a startup that is just starting to get wholesale customers. When we realized our customers needed support using our products, we set up a Contact Center via Amazon Connect. It has been very useful in allowing us to scale up very quickly, and provide services to our company as if we were a large corporation. Incentivized Verified User Anonymous Read full review	Cloudtalk is by far the best value-for-price software out there for call center solutions. Packed with features, very accessible, kind and accessible customer support, and cheap, especially when compared with their competitors for the same range of features. Easy entry-level software, especially if you're a startup that doesn't want to make big initial commitments but needs a solution that scales with the business. Verified User Anonymous Read full review
Pros	The training and orientation from Amazon Connect is excellent, as there are documentations and online live training. Further, Amazon Connect has a scalable call center, that supports voices, chats, and real time messaging. The customer service is also intuitive, with flexible call hours, as the team of helpers is readily available. Lastly, through Amazon Connect, there is a survey and feedback option. Incentivized JM Jadwel Mayna Strategic Planning Manager Read full review	Very easy to setup and configure. It took literally a few minutes to start making our first calls. Integrates with many CRM systems. We've connected with Zendesk for calls and texts to generate tickets automatically. Great selection of virtual numbers for international calls. Great customer support team with quick replies. Call quality is generally good, especially for the price. Verified User Anonymous Read full review
Cons	CCP (Contact Control Panel) Amazon Connect for agents very basic Automated outgoing calls Omnichannel to attend voice and text by the same agent Incentivized HM Héctor Morán Blázquez Head of IT Read full review	A lot of features are still missing, some of which are pretty basic like being able to select multiple filters instead of one. Desktop app has had some instability issue. IVR needs to be self-recorded which can lead to a lower quality. Incentivized SS Samantha Semuhin Senior Support Manager Read full review
Likelihood to Renew	No answers on this topic	It is working and affordable Incentivized TN Trevor Nicholson CFO (Chief Financial Officer) Read full review
Usability	It is very easy to use for any access level and has greatly facilitated users' ability to properly document tickets without getting lost in short or vague comments. Each case is fully tracked through this transcription of information. This made it easier for us to decide whether to implement, use, and maintain it as our contact tool in our customer service center. Incentivized Verified User Anonymous Read full review	CloudTalk is super easy to use and has a great quality. It helps to communicate with the clients easily and we can feel that the sound quality is high, while speaking to the client and while listening to the recordings. This is for our department essential in our day to day work. IL Ieva Lukstiņa Customer Support Read full review
Support Rating	No answers on this topic	They are skilled, experienced, and anytime I need something and contact the support time, I get the right person who understands my needs and reacts to them accordingly. So far I was only pleasantly surprised by the level of support these guys provide and coming from a customer service oriented background myself, I can only say keep it up guys, you are doing a fantastic job! Stanislav Bouda Account Manager Read full review
Alternatives Considered	Incentivized Verified User Anonymous Read full review	It was a gamble if I'm being honest, plus this is a very nuanced and intricate topic. We didn't necessarily substitute one for the other, it was a much needed state of affairs where we needed the call monitoring and agent tracking pros of CloudTalk more so than ever before. Logan Brown Head of Sales and CS Read full review
Return on Investment	No CapEx, only pay as you go. Scale up or down quickly. Omni-channel setup. Feature rich. Incentivized Navidut Tauhid Information Technology Instructor Read full review	With helping us gain a US number, it's made us able to call candidates and clients which we've completed multiple deals Being able to integrate CloudTalk with Salesforce, saves us a lot of time typing in numbers individually in which we can make more calls Incentivized Zak Weller Senior Recruitment Specialist Read full review
ScreenShots		CloudTalk Screenshots