Amazon Connect
7.9#1 in capacity planning softwareAndroidiOSWebAPI
VisitAmazon Connect vs Enghouse CCaaS
Enghouse CCaaS
5.9#110 in call center softwareWebAPI
VisitWhat both publish
| Fact | Amazon Connect | Enghouse CCaaS |
|---|---|---|
| Channels | The service supports voice, chat, email, SMS, web, WhatsApp, and Apple Messages, with customer context carried across channels. | The platform supports voice, email, chat, SMS, social media, and video interactions. |
| Founded | 2017 | 1984 |
| Headquarters | Seattle, Washington | Markham, Ontario, Canada |
| Integrations | AWS documents Customer Profiles integrations with Salesforce, ServiceNow, Marketo, and Zendesk through Amazon AppFlow. | Named integrations include Microsoft Teams, Salesforce, Microsoft Dynamics 365, Freshdesk, ServiceNow, Verint, WhatsApp, and Google Dialogflow. |
| Outbound dialer | Yes | Yes |
| Product | Amazon Connect Customer is an agentic AI solution for customer experience that handles proactive outreach, self-service resolution, and agent assistance across channels. | Enghouse CCaaS is a cloud-based contact center platform for handling customer interactions across multiple channels. |
| Security | AWS states that Connect Customer supports TLS 1.2 or later for clients accessing the service. | An Enghouse announcement says Enghouse Interactive Americas earned ISO 27001 certification for its security management system covering customer data in public CCaaS and private cloud contact center solutions. |
Amazon Connect plans
- 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
Enghouse CCaaS plans
- Enghouse CCaaSPriced on request
Pick Amazon Connect if…
Amazon Connect Customer is aimed at enterprises delivering customer experiences across multiple touchpoints. Its channel coverage and agent features also suit teams coordinating automated and human assistance.
Pick Enghouse CCaaS if…
Enghouse CCaaS may suit contact centers needing multiple interaction channels, workforce features and cloud access. Enghouse describes it for deployments from 10 to 10,000 seats.