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Amazon Connect vs Zendesk

Amazon Connect logo

Amazon Connect

Software

Cloud contact center from AWS

From
Free
Rated
-
Full reviewWebsite
Zendesk logo

Zendesk

Software

Champions of customer service

From
$19/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; Zendesk aI agents operate on per-resolution billing; customers pay only when an AI agent successfully resolves a ticket without escalation
  • They diverge on capability: Amazon Connect covers Voice, Zendesk covers Ticket management.

Where they differ

Only the attributes on which Amazon Connect and Zendesk actually diverge.

Attributes where Amazon Connect and Zendesk differ
AttributeAmazon ConnectZendesk
Starting priceFree$19/month
Pricing modelusage-basedsubscription
Free tierYesNo
Founded20062007

Identical on both: platforms (Web), 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
  • ServiceNow

Only in Zendesk

  • Ticket management
  • Omnichannel support
  • Knowledge base
  • Live chat
  • Call center
  • Analytics & reporting
  • Automation
  • Customer satisfaction

Both cover

  • Salesforce
  • SOC2
  • HIPAA
  • FedRAMP
  • ISO27001

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 Zendesk
  • Voice, chat, email and SMS in one queuenot Zendesk
  • Conversational analytics and agent assistnot Zendesk
  • Outbound campaigns and automated contactnot Zendesk
  • Workforce scheduling for contact centre agentsnot Zendesk

Zendesk

  • Help desk and ticketing system managementnot Amazon Connect
  • Omnichannel customer supportnot Amazon Connect
  • Knowledge base and self-service portalsnot Amazon Connect
  • AI-assisted customer servicenot 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

Zendesk

  • AI agents operate on per-resolution billing; customers pay only when an AI agent successfully resolves a ticket without escalation
  • Copilot and Contact Center features available as separate add-ons at £50+/agent/month
  • Advanced routing, workforce engagement, and approval workflows limited to Enterprise tier
  • Highest tier requires sales consultation and custom pricing

Pricing, plan by plan

Amazon Connect

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

Zendesk

$19/month

No published plan breakdown. See the Zendesk review.

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 Zendesk if

  • You need ticket management.
  • You also want omnichannel support.
Zendesk review

Questions people ask

Is Amazon Connect or Zendesk better?
Neither clearly leads. Amazon Connect starts at Free and Zendesk at $19/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Amazon Connect or Zendesk?
Amazon Connect has a free tier; the other does not. Paid plans start at Free for Amazon Connect and $19/month for Zendesk.
Does Amazon Connect or Zendesk run on more platforms?
Both run on Web, so platform support will not decide this one for you.
Can I use Amazon Connect for free?
Yes. Amazon Connect has a free tier, so you can try it without paying. Zendesk starts at $19/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 Zendesk is typically brought in for.
What can Amazon Connect do that Zendesk cannot?
Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. Zendesk covers Ticket management, Omnichannel support, Knowledge base, Live chat. Both handle Salesforce, SOC2, HIPAA, FedRAMP.
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