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Amazon Connect vs Dialpad Contact Center

Amazon Connect logo

Amazon Connect

Software

Cloud contact center from AWS

From
Free
Rated
-
Full reviewWebsite
Dialpad Contact Center logo

Dialpad Contact Center

Software

AI-powered cloud contact center

From
$95/month
Rated
-
Full reviewWebsite

The short version

  • Only Amazon Connect has a free tier, so it costs nothing to try first.
  • Each has a real cost: Amazon Connect telephony is charged separately from the platform, so the $0.038 per minute voice rate is not the whole cost of a call; Dialpad Contact Center the AI agent is sold as a pool of prepaid credits rather than a seat price, so cost depends on conversation volume
  • They diverge on capability: Amazon Connect covers Voice, Dialpad Contact Center covers Voice Intelligence.

Where they differ

Only the attributes on which Amazon Connect and Dialpad Contact Center actually diverge.

Attributes where Amazon Connect and Dialpad Contact Center differ
AttributeAmazon ConnectDialpad Contact Center
Starting priceFree$95/month
Pricing modelusage-basedsubscription
Free tierYesNo
PlatformsWebWeb, Desktop, Ios, Android
Founded20062011

Identical on both: user rating (Not yet rated), category (Unknown).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Amazon Connect

  • Voice
  • Chat
  • Tasks
  • ML-powered analytics
  • Contact Lens
  • Outbound campaigns
  • Forecasting
  • SAP

Only in Dialpad Contact Center

  • Voice Intelligence
  • Real-time transcription
  • Sentiment analysis
  • Agent coaching
  • Quality assurance
  • Analytics
  • HubSpot
  • Microsoft 365

Both cover

  • Salesforce
  • ServiceNow
  • Zendesk
  • SOC2
  • HIPAA
  • Web support

What people use each for

The jobs each tool is most often brought in to do.

Amazon Connect

  • Cloud contact centre with no per-seat licencenot Dialpad Contact Center
  • Voice, chat, email and SMS in one queuenot Dialpad Contact Center
  • Conversational analytics and agent assistnot Dialpad Contact Center
  • Outbound campaigns and automated contactnot Dialpad Contact Center
  • Workforce scheduling for contact centre agentsnot Dialpad Contact Center

Dialpad Contact Center

  • Cloud contact centre with voice, messaging and AI assistancenot Amazon Connect
  • Routing and monitoring customer calls with live transcriptionnot Amazon Connect

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Amazon Connect

  • Telephony is charged separately from the platform, so the $0.038 per minute voice rate is not the whole cost of a call
  • Every channel is metered individually: $0.010 per chat message, $0.080 per email and $0.014 per SMS
  • Rates vary by region and by third-party provider, so a published figure is indicative rather than final
  • Cost tracks contact volume, which makes forecasting hard for a queue with seasonal peaks

Dialpad Contact Center

  • The AI agent is sold as a pool of prepaid credits rather than a seat price, so cost depends on conversation volume
  • No per user price, seat minimum or feature comparison is published for any plan
  • The pricing page directs every enquiry to sales or an ROI calculator instead of stating a rate

Pricing, plan by plan

Amazon Connect

Free
  • Pay-as-you-go$0.018/minute
    • Voice minutes
    • Free tier available
    • No upfront costs

Dialpad Contact Center

$95/month
  • Essentials$95/month
    • Voice
    • Real-time AI
    • Analytics
  • Advanced$135/month
    • Essentials + Digital
    • WFM
    • Custom integrations
  • Premium$170/month
    • Advanced + Full suite
    • SLA guarantee

Which should you pick?

Choose Amazon Connect if

  • You need voice.
  • You want to start without paying.
  • You also want chat.
Amazon Connect review

Choose Dialpad Contact Center if

  • You need voice intelligence.
  • You work on Web, Desktop, Ios, Android.
  • You also want real-time transcription.
Dialpad Contact Center review

Questions people ask

Is Amazon Connect or Dialpad Contact Center better?
Neither clearly leads. Amazon Connect starts at Free and Dialpad Contact Center at $95/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Amazon Connect or Dialpad Contact Center?
Amazon Connect has a free tier; the other does not. Paid plans start at Free for Amazon Connect and $95/month for Dialpad Contact Center.
Does Amazon Connect or Dialpad Contact Center run on more platforms?
Amazon Connect runs on Web. Dialpad Contact Center runs on Web, Desktop, Ios, Android.
Can I use Amazon Connect for free?
Yes. Amazon Connect has a free tier, so you can try it without paying. Dialpad Contact Center starts at $95/month.
What is Amazon Connect best used for?
Amazon Connect is most often used for cloud contact centre with no per-seat licence, voice, chat, email and sms in one queue, conversational analytics and agent assist, outbound campaigns and automated contact. Of those, cloud contact centre with no per-seat licence and voice, chat, email and sms in one queue are not what Dialpad Contact Center is typically brought in for.
What can Amazon Connect do that Dialpad Contact Center cannot?
Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. Dialpad Contact Center covers Voice Intelligence, Real-time transcription, Sentiment analysis, Agent coaching. Both handle Salesforce, ServiceNow, Zendesk, SOC2.
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