Amazon Connect
7.9#1 in capacity planning softwareAndroidiOSWebAPI
VisitAmazon Connect vs Zoom Contact Center
Zoom Contact Center
7.9#16 in call center softwareFrom $69 a monthAndroidiOSWebAPI
VisitWhat both publish
| Fact | Amazon Connect | Zoom 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. | Role-based dashboards provide live and historical data, and reports can be exported or connected to business intelligence tools through APIs. |
| Compliance | AWS lists SOC, PCI, HIPAA, C5 (Frankfurt), and HITRUST CSF among compliance programs that assess Connect Customer. | Zoom says its Contact Center and PCIpal integration is PCI compliant as a service provider under PCI DSS v4.0.1. |
| Digital channel scope | omnichannel | omnichannel |
| Free plan | No | No |
| Inbound calling | Yes | Yes |
| Integrations | AWS documents Customer Profiles integrations with Salesforce, ServiceNow, Marketo, and Zendesk through Amazon AppFlow. | The product page says it offers pre-built integrations and open APIs; its FAQ names Salesforce, ServiceNow, Google Dialogflow CX, WhatsApp, and inbound Gmail email integration. |
| IVR builder | Yes | Yes |
| 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. | Zoom Contact Center is a cloud contact center that combines voice, video, chat, SMS, email, and social media on one connected platform. |
| Security | AWS states that Connect Customer supports TLS 1.2 or later for clients accessing the service. | Zoom states that Contact Center real-time audio, video, and screen-sharing media is protected with 256-bit AES-GCM encryption between supported Zoom clients and within Zoom data centers; PSTN calls may not be encrypted. |
| Workforce management | Yes | Yes |
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
Zoom Contact Center plans
- Essentials Contact CenterPriced on request
- Essentials Contact Center—
- Premium Contact Center—
- Premium Contact CenterPriced on request
- Elite Contact Center—
- Elite Contact CenterPriced 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 Zoom Contact Center if…
You want what its maker publishes above — check its page for the details.