Amazon Connect
7.9#1 in capacity planning softwareAndroidiOSWebAPI
VisitAmazon Connect vs Puzzel Customer Service Platform
Puzzel Customer Service Platform
5.4#35 in omnichannel contact center softwareWebAPI
VisitWhat both publish
| Fact | Amazon Connect | Puzzel Customer Service Platform |
|---|---|---|
| Channels | The service supports voice, chat, email, SMS, web, WhatsApp, and Apple Messages, with customer context carried across channels. | The platform supports voice, chat, messaging, and email, with omnichannel routing listed in its packages. |
| Founded | 2017 | 1998 |
| Headquarters | Seattle, Washington | Oslo, Norway |
| Integrations | AWS documents Customer Profiles integrations with Salesforce, ServiceNow, Marketo, and Zendesk through Amazon AppFlow. | Puzzel names Salesforce, Microsoft Dynamics, Microsoft Teams, and Zendesk among tools it integrates with. |
| Security | AWS states that Connect Customer supports TLS 1.2 or later for clients accessing the service. | Puzzel says its operational and development processes are certified against ISO 9001:2015 and ISO 27001:2013 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
Puzzel Customer Service Platform plans
- ImpressPriced on request
- PowerPriced on request
- ResolvePriced 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 Puzzel Customer Service Platform if…
Puzzel is aimed at organisations that need customer-service channels and processes in one platform. Its Resolve package is described for organisations upgrading from PBX systems or running voice-based contact centres; Power is intended for those seeking stronger manager capabilities and data-driven improvement.