VersusAmazon Connect vs Zendesk: which is better contact center sol.?

Amazon Connect vs Zendesk: which is better contact center sol.?

Amazon Connect provides cloud-based contact centers, whereas Zendesk provides customer support and engagement tools.

Amazon Connect and Zendesk are two important tools that have changed how businesses handle customer service and involvement. Amazon Web Services (AWS) runs Amazon Connect, which is a cloud-based call center service. It gives businesses the infrastructure and tools they need to build customer contact centers that can be changed and grown. Amazon Connect makes it easy for businesses to improve their customer interactions through automation, analytics, and artificial intelligence by integrating with other AWS services in a seamless way. This improves both customer satisfaction and operational efficiency.

Zendesk, on the other hand, is a platform for customer service and engagement that offers a set of tools to organize and support interactions with customers. It includes solutions for customer support, sales, and customer engagement. This gives businesses the tools they need to make it easier for customers to talk to them through different channels, centralize data, and gain insights that help them make smart choices. Zendesk is important because it helps businesses make customer experiences that are seamless, personalized, and efficient.

Amazon Connect vs Zendesk Comparison Table

The differences between Amazon Connect and Zendesk are shown in this table. Amazon Connect has a full contact center platform that works with AWS. Zendesk, on the other hand, is great at customer support. It has a wide range of communication channels and a lot of third-party integrations that businesses of all kinds can use.

FeatureAmazon ConnectZendesk
Communication ChannelsVoice, chat, email, and social media.Chat, email, social media, phone, and more.
Contact Center FeaturesComprehensive contact center capabilities.Strong focus on customer support.
ScalabilityScales with Amazon Web Services (AWS).Scalable for businesses of all sizes.
Integration OptionsIntegrates with AWS services and more.Offers numerous third-party integrations.
AI and AutomationUtilizes AWS AI and ML services.Robust automation and AI capabilities.
Reporting and AnalyticsProvides in-depth analytics and reporting.Offers extensive reporting and analytics.
Self-Service OptionsLimited self-service options.Robust self-service knowledge base.
PricingPay-as-you-go pricing based on usage.Tiered pricing with add-ons available.
Mobile AccessibilityMobile app available for agents.Mobile-friendly interface.
Customer SupportAWS support and documentation.Zendesk’s customer support options.
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Amazon Connect vs Zendesk: User Interface

Amazon Connect vs Zendesk

Amazon Connect has an easy-to-use interface that works well with tools from Amazon Web Services (AWS). Its dashboard is easy to use and gives you quick access to the tools you need to set up contact flows, tracking, and monitoring. Users can set up contact centers quickly and adjust workflows without having to know a lot about technology.

On the other hand, Zendesk is known for its clean and easy-to-use layout. It is known for being easy to use and has many tools for managing tickets, live chat, and making a knowledge base. The user-centered design of the platform improves customer support operations and makes agents more productive. The App Marketplace makes Zendesk even more useful. Which one you choose depends a lot on how familiar your team is with AWS and what your users want. Both systems are designed to be easy to use, but Zendesk’s polished interface might be more appealing to those who want a more visual and straightforward experience.

Amazon Connect vs Zendesk: Integrations and Ecosystem

As part of the larger Amazon Web Services (AWS) environment, Amazon Connect makes it easy to connect to a wide range of AWS services. This lets businesses use the power of AWS Lambda to create custom processes, use Amazon S3 to store data, and use Amazon Lex, among other things, to integrate chatbots. Also, Amazon Connect works with famous CRM platforms like Salesforce, making it easier to manage relationships with customers.

Zendesk, on the other hand, has a marketplace called Zendesk Apps that has a large community of third-party integrations. It works well with tools like Slack, Shopify, and HubSpot because it can connect to them easily. This makes it more useful and flexible for different business needs. Because Zendesk’s API is open, businesses can add their own software to the platform and make it fit their needs.

Amazon Connect vs Zendesk: Scalability and Performance

Amazon Connect is a cloud-based service that is very easy to scale. It uses the power of Amazon Web Services (AWS) to make it easy for businesses to change their customer service systems to fit their changing workloads. This makes sure that interactions with customers can be handled well even when demand is high.

On the other hand, Zendesk is known for being flexible and has choices that can be scaled to fit businesses of different sizes. Its cloud-based tool for customer service works well and can grow or shrink to meet the needs of companies that are expanding.

Amazon Connect does a great job in terms of call quality and latency because it works well with AWS’s world network. It works especially well for groups that need to handle a lot of calls. Zendesk does not only focus on voice interactions, but it is very good at ticketing and omnichannel support, and it does a good job of handling customer questions through all platforms.

Amazon Connect vs Zendesk: Reporting and Analytics Tools

Amazon Connect vs Zendesk

Amazon Connect has a full set of tools for reporting and analytics. Users can learn a lot about call center performance, customer interactions, and agent effectiveness through its real-time and historical reporting features. With dashboards and metrics that can be changed, businesses can keep track of key performance indicators (KPIs) and make choices based on data to improve the customer experience.

On the other hand, Zendesk also has powerful tools for reporting and data. It gives businesses the ability to look at customer support data, track ticket metrics, and measure agent success. With Zendesk’s reporting dashboard and customizable reports, businesses can see trends in customer service, keep track of reaction times, and find places to improve.

Amazon Connect vs Zendesk: Multichannel Support

Amazon Connect is known for being able to work with multiple modes at once, including voice, chat, email, and social media. It gives businesses the tools they need to offer consistent and effective customer service no matter what route the customer chooses.

On the other hand, Zendesk is great at multichannel support because it gives you a single place to manage customer contacts from many different channels. It lets businesses combine questions from email, chat, social media, and other channels into a single dashboard to make contact easier.

Security and Compliance Features

Amazon Connect has strong security features, like encryption in transit and at rest, to keep customer info safe. With AWS Identity and Access Management (IAM), users’ permissions are limited based on the jobs they have. Also, Amazon Connect follows compliance standards like HIPAA, GDPR, and PCI DSS, so it can be used in businesses with strict data rules.

On the other hand, Zendesk puts a lot of importance on security. It uses encryption methods to keep data safe while it’s being sent, and it has features like single sign-on (SSO) and two-factor authentication (2FA) for controlling user access. Zendesk follows standards like SOC 2 Type II and GDPR, which shows how much it cares about protecting data.

Amazon Connect: Pros and Cons


  • Comprehensive contact center capabilities.
  • Seamless integration with AWS services.
  • Scalable, suitable for large enterprises.
  • Leverages AWS AI and ML for advanced features.


  • Less emphasis on non-voice communication channels.
  • May require AWS expertise for optimal setup.

Zendesk: Pros and Cons


  • Versatile, supports multiple communication channels.
  • Robust third-party integrations.
  • Suitable for businesses of all sizes.
  • Strong focus on customer support.
  • Extensive reporting and analytics.


  • May require customization for unique needs.
  • Limited AI and automation features.

Amazon Connect vs Zendesk: which one should you consider?

Which one you choose between Amazon Connect and Zendesk will rely on the needs and priorities of your business. Consider Amazon Connect if you need a contact center system that works well in the cloud and is scalable and flexible. It works especially well for companies that get a different number of calls at different times and want to integrate closely with other Amazon Web Services (AWS) products. Amazon Connect is known for its pay-as-you-go pricing approach, which can be cost-effective for businesses that want to scale their customer support quickly.

On the other hand, Zendesk is a strong contender if you want a full customer support platform with multichannel help, strong ticketing, and a mature ecosystem of integrations. It’s perfect for companies that want to organize how they talk to customers and help them.


What are the benefits of Amazon Connect?

The biggest benefit is that it gives you an Omnipresent channel, which means you don’t have to build separate processes for chat and voice channels. You can set up rules and “flies” on Amazon Connect and use them across all outlets.

Is Amazon Connect SaaS or Paas?

Amazon Connect’s cloud-based contact center gives both big and small businesses all the benefits of a SaaS platform, with features that make the old Big Black Box systems look like museum pieces: Start right away.

What exactly does Zendesk do?

Zendesk Support is a system for tracking, prioritizing, and solving customer support contacts. It is part of Zendesk’s support ticketing system. Zendesk Support is more than just a help desk. It helps you keep in touch with your customers by giving them personalized, responsive support through any medium.

James Hogan
James Hogan
James Hogan is a notable content writer recognized for his contributions to Bollyinside, where he excels in crafting informative comparison-based articles on topics like laptops, phones, and software. When he's not writing, James enjoys immersing himself in football matches and exploring the digital realm. His curiosity about the ever-evolving tech landscape drives his continuous quest for knowledge, ensuring his content remains fresh and relevant.
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