Amazon Connect
7.9#1 in capacity planning softwareAndroidiOSWebAPI
VisitAmazon Connect vs Exotel Contact Center
Exotel Contact Center
6.7#16 in omnichannel contact center softwareAndroidiOSWebAPI
VisitWhat both publish
| Fact | Amazon Connect | Exotel Contact Center |
|---|---|---|
| Analytics | The service provides real-time and historical metrics, conversational analytics, and an analytics data lake that supports zero-ETL access to third-party sources. | The contact center offers real-time analytics, historical reporting, and agent analytics dashboards. |
| Founded | 2017 | 2011 |
| Headquarters | Seattle, Washington | Bengaluru, Karnataka, India |
| Integrations | AWS documents Customer Profiles integrations with Salesforce, ServiceNow, Marketo, and Zendesk through Amazon AppFlow. | Exotel says its contact center integrates with most CRMs, helpdesk software, messaging apps, and other business-critical tools. |
| Product | Amazon Connect Customer is an agentic AI solution for customer experience that handles proactive outreach, self-service resolution, and agent assistance across channels. | The cloud contact center manages inbound and outbound calls, chatbots, text messages, social media engagement, and video communications through an internet connection. |
| Security | AWS states that Connect Customer supports TLS 1.2 or later for clients accessing the service. | The product page states compliance with ISO 27001, ISO 27018, PCI-DSS, VAPT, and GDPR standards. |
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
Exotel Contact Center plans
- XPrimePriced on request
- XProPriced on request
- XTRMPriced 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 Exotel Contact Center if…
Exotel suits emerging businesses and enterprises needing voice and digital channels in one contact-center system. XPro and XTRM are positioned specifically for enterprises.