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Amazon Connect vs. Google Cloud Contact Center AI

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Amazon Connect

45 Reviews and Ratings

Google Cloud Contact Center AI

34 Reviews and Ratings

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Amazon Connect

    Score8.8 out of 10
    		N/ALaunched 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

    Google Cloud Contact Center AI

    Score7 out of 10
    		N/AGoogle has launched a cloud based contact center software which uses artificial intelligence (AI) to improve the customer experience and provide real-time insights for agents. Announced in July 2018, this product adds three core AI functionalities to the contact center software tool belt with its Dialogflow feature: virtual agents, AI assistance for human agents, and contact center analytics. Google’s product streamlines inbound and outbound communications by…N/A
    Pricing
    Amazon ConnectGoogle Cloud Contact Center AI
    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
    No answers on this topic
    Offerings
    Pricing Offerings
    Amazon ConnectGoogle Cloud Contact Center AI
    Free Trial
    YesNo
    Free/Freemium Version
    NoNo
    Premium Consulting/Integration Services
    NoNo
    Entry-level Setup FeeNo setup feeNo setup fee
    Additional Details——
    More Pricing Information
    Features
    Amazon ConnectGoogle Cloud Contact Center AI
    Contact Center Software
    Comparison of Contact Center Software features of Amazon Connect and Google Cloud Contact Center AI
    Feature
    Amazon Connect
    7.1
    4 Ratings
    Google Cloud Contact Center AI
    8.4
    13 Ratings
    Agent dashboard5.04 Ratings8.513 Ratings
    Validate callers7.04 Ratings7.911 Ratings
    Outbound response7.04 Ratings8.211 Ratings
    Call forwarding7.04 Ratings8.611 Ratings
    Click-to-call (CTC)7.04 Ratings8.911 Ratings
    Warm transfer9.04 Ratings8.810 Ratings
    Predictive dialing5.03 Ratings8.39 Ratings
    Interactive voice response6.04 Ratings8.411 Ratings
    REST APIs9.03 Ratings7.211 Ratings
    Call scripts5.04 Ratings8.111 Ratings
    Call tracking7.04 Ratings8.411 Ratings
    Multichannel integration9.04 Ratings8.712 Ratings
    CRM software integration9.04 Ratings8.711 Ratings
    Workforce Optimization (WFO)
    Comparison of Workforce Optimization (WFO) features of Amazon Connect and Google Cloud Contact Center AI
    Feature
    Amazon Connect
    5.7
    4 Ratings
    Google Cloud Contact Center AI
    8.5
    13 Ratings
    Inbound call routing9.04 Ratings8.312 Ratings
    Omnichannel inbound routing5.04 Ratings8.111 Ratings
    Recording7.04 Ratings8.813 Ratings
    Quality management7.04 Ratings8.911 Ratings
    Call analytics3.04 Ratings9.012 Ratings
    Historical reporting5.04 Ratings9.011 Ratings
    Live reporting5.04 Ratings8.410 Ratings
    Customer surveys5.04 Ratings8.18 Ratings
    Customer interaction analytics5.04 Ratings8.410 Ratings
    User Ratings
    Amazon ConnectGoogle Cloud Contact Center AI
    Likelihood to Recommend
    7.0
    (4 ratings)
    8.5
    (13 ratings)
    Likelihood to Renew
    -
    (0 ratings)
    9.0
    (1 ratings)
    Usability
    -
    (0 ratings)
    9.0
    (1 ratings)