Amazon Connect
7.9#1 in capacity planning softwareAndroidiOSWebAPI
VisitAmazon Connect vs GoTo Contact Center
GoTo Contact Center
8.2#12 in call center softwareFrom $29.95 a monthAndroidiOSWebAPI
VisitWhat both publish
| Fact | Amazon Connect | GoTo 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. | Reporting includes real-time and historical metrics, queue times, agent availability, call outcomes and export to CSV, PDF or PNG. |
| Channels | The service supports voice, chat, email, SMS, web, WhatsApp, and Apple Messages, with customer context carried across channels. | The broader GoTo Connect CX offering lists WhatsApp, social messaging, SMS campaigns, web chat, and surveys. |
| Digital channel scope | omnichannel | omnichannel |
| Headquarters | Seattle, Washington | Boston, Massachusetts, United States |
| Inbound calling | Yes | Yes |
| Integrations | AWS documents Customer Profiles integrations with Salesforce, ServiceNow, Marketo, and Zendesk through Amazon AppFlow. | Published integrations include Salesforce, Google, Zendesk, Slack, HubSpot and ServiceNow. |
| IVR builder | Yes | Yes |
| Outbound dialer | Yes | The product includes an outbound dialer for automating sales calls. |
| Product | Amazon Connect Customer is an agentic AI solution for customer experience that handles proactive outreach, self-service resolution, and agent assistance across channels. | GoTo Contact Center is an all-in-one, AI-powered cloud contact center solution. |
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
GoTo Contact Center plans
- Contact CenterPriced on request
- GoTo Connect$29.95 a month
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 GoTo Contact Center if…
GoTo Contact Center may suit organizations that need inbound and outbound calling with omnichannel channels and agent oversight tools. Its platform options cover desktop, mobile, and web users.