Amazon Connect
7.9#1 in capacity planning softwareAndroidiOSWebAPI
VisitAmazon Connect vs ShiftPilot WFM
ShiftPilot WFM
6.0#20 in contact center workforce management softwareFrom C$20 a monthAndroidiOS
VisitWhat both publish
| Fact | Amazon Connect | ShiftPilot WFM |
|---|---|---|
| Headquarters | Seattle, Washington | Canada |
| Integrations | AWS documents Customer Profiles integrations with Salesforce, ServiceNow, Marketo, and Zendesk through Amazon AppFlow. | Current contact centre integrations include Genesys Cloud and Amazon Connect; Five9 integration is available for enterprise deployments. |
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
ShiftPilot WFM plans
- Founding MemberC$20 a month
- GrowthC$35 a month
- ScaleC$55 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 ShiftPilot WFM if…
ShiftPilot WFM suits contact centres with 25–300 agents needing forecasting, skills-based scheduling, adherence alerts and intraday controls. It also fits teams using its listed contact-centre integrations.