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Amazon Connect vs. Talkdesk

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Amazon Connect

45 Reviews and Ratings

Talkdesk

664 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

    Talkdesk

    Score8.6 out of 10
    		N/ATalkdesk® supports CX with Customer Experience Automation (CXA), using AI agents to replace manual workflows. Powered by the Talkdesk Data Cloud, CXA delivers real-time context and fast deployment—to transform CX without a rip-and-replace.

    $85

    per month per user

    Pricing
    Amazon ConnectTalkdesk
    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
    CX Cloud Digital Essentials
    $85
    per month per user
    CX Cloud Voice Essentials
    $105
    per month per user
    CX Cloud Elite
    $145
    per month per user
    CX Cloud Elite
    $165
    per month per user
    Industry Experience Clouds
    $225
    Offerings
    Pricing Offerings
    Amazon ConnectTalkdesk
    Free Trial
    YesYes
    Free/Freemium Version
    NoNo
    Premium Consulting/Integration Services
    NoYes
    Entry-level Setup FeeNo setup feeOptional
    Additional Details—*Talkdesk also offers per hour login consumption pricing and concurrent pricing. Prices are based on a minimum 3 year commitment to these Editions. Additional telco and usage fees not included. Due to foreign exchange rate approximation, list price is not the exact price that will be quoted.
    More Pricing Information
    Community Pulse
    Amazon ConnectTalkdesk
    Considered Both Products
    Amazon AWS
    Héctor Morán Blázquez
    Head of IT in Information Technology at Madrileña Red de Gas (Utilities, 51-200 employees)
    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
    Talkdesk
    Verified User
    Chose Talkdesk
    Talkdesk meets our needs well and struck the right balance between features and price. It had all the capabilities we are looking for and has been easy to integrate and maintain. Their tech stacks up well against competitors and we did not feel we we were missing out on any …
    Incentivized
    Dineshkumar Kharabe
    IT Architect in Information Technology at Keysight Technologies (Telecommunications, 10,001+ employees)
    Chose Talkdesk
    Talkdesk provided better integrated solution compared to other vendors which had some dependency on other 3rd party vendors for some of the features.
    Incentivized
    Angel Gamboa
    Quality Assurance Manager in Quality Assurance at BYJU'S FutureSchool (E-Learning, 201-500 employees)
    Chose Talkdesk
    I would still prefer Five9 over Talkdesk but I am quite comfortable with Talkdesk.
    Incentivized
    Carlos Delgado Barcia
    Customer Success Manager in Professional Services at Geo Strategy Partners (Consumer Electronics, 51-200 employees)
    Chose Talkdesk
    We prefer Talkdesk because its ability to report, ease of use, quality of calls, user friendly UI and price.
    Incentivized
    Key User Insights
    Would buy again
    No answers on this topic
    No answers on this topic
    Delivers good value for the price
    No answers on this topic
    No answers on this topic
    Happy with the feature set
    No answers on this topic
    No answers on this topic
    Lived up to sales and marketing promises
    No answers on this topic
    No answers on this topic
    Implementation went as expected
    No answers on this topic
    No answers on this topic
    Features
    Amazon ConnectTalkdesk
    Contact Center Software
    Comparison of Contact Center Software features of Amazon Connect and Talkdesk
    Feature
    Amazon Connect
    7.1
    4 Ratings
    Talkdesk
    7.7
    470 Ratings
    Agent dashboard5.04 Ratings7.5450 Ratings
    Validate callers7.04 Ratings8.7397 Ratings
    Outbound response7.04 Ratings7.0413 Ratings
    Call forwarding7.04 Ratings7.0403 Ratings
    Click-to-call (CTC)7.04 Ratings8.6375 Ratings
    Warm transfer9.04 Ratings8.8425 Ratings
    Predictive dialing5.03 Ratings8.3219 Ratings
    Interactive voice response6.04 Ratings8.2300 Ratings
    REST APIs9.03 Ratings8.1236 Ratings
    Call scripts5.04 Ratings7.1213 Ratings
    Call tracking7.04 Ratings8.3418 Ratings
    Multichannel integration9.04 Ratings7.6305 Ratings
    CRM software integration9.04 Ratings5.8361 Ratings
    Workforce Optimization (WFO)
    Comparison of Workforce Optimization (WFO) features of Amazon Connect and Talkdesk
    Feature
    Amazon Connect
    5.7
    4 Ratings
    Talkdesk
    8.5
    456 Ratings
    Inbound call routing9.04 Ratings8.2416 Ratings
    Omnichannel inbound routing5.04 Ratings8.1299 Ratings
    Recording7.04 Ratings9.0440 Ratings
    Quality management7.04 Ratings9.0400 Ratings
    Call analytics3.04 Ratings8.2414 Ratings
    Historical reporting5.04 Ratings9.2421 Ratings
    Live reporting5.04 Ratings8.3413 Ratings
    Customer surveys5.04 Ratings7.9230 Ratings
    Customer interaction analytics5.04 Ratings8.2265 Ratings
    User Ratings
    Amazon ConnectTalkdesk
    Likelihood to Recommend
    7.0
    (4 ratings)
    8.4
    (483 ratings)
    Likelihood to Renew
    -
    (0 ratings)
    8.5
    (37 ratings)
    Usability
    -
    (0 ratings)
    8.5
    (299 ratings)
    Availability
    -
    (0 ratings)
    10.0
    (7 ratings)
    Performance
    -
    (0 ratings)
    10.0
    (7 ratings)
    Support Rating
    -
    (0 ratings)
    6.6
    (130 ratings)
    In-Person Training
    -
    (0 ratings)
    10.0
    (2 ratings)
    Online Training
    -
    (0 ratings)
    9.0
    (5 ratings)
    Implementation Rating
    -
    (0 ratings)
    7.4
    (217 ratings)
    Configurability
    -
    (0 ratings)
    10.0
    (7 ratings)
    Ease of integration
    -
    (0 ratings)
    10.0
    (1 ratings)
    Product Scalability
    -
    (0 ratings)
    10.0
    (7 ratings)
    Vendor post-sale
    -
    (0 ratings)
    9.1
    (3 ratings)
    Vendor pre-sale
    -
    (0 ratings)
    9.1
    (3 ratings)