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Software · head to head

Amazon Connect vs Zoom

Amazon Connect logo

Amazon Connect

Software

Cloud contact center from AWS

From
Free
Rated
-
Full reviewWebsite
Zoom logo

Zoom

Software

Video conferencing that's easy, reliable, and secure

From
Free
Rated
-
Full reviewWebsite

The short version

  • 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; Zoom cost creep from add-ons increases pricing from $14/user to $25+/user when including Phone and advanced features
  • They diverge on capability: Amazon Connect covers Voice, Zoom covers HD video & audio.

Where they differ

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

Attributes where Amazon Connect and Zoom differ
AttributeAmazon ConnectZoom
Pricing modelusage-basedsubscription
PlatformsWebWeb, iOS, Android, Windows, macOS
Founded20062011

Identical on both: starting price (Free), free tier (Yes), 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
  • Tasks
  • ML-powered analytics
  • Contact Lens
  • Outbound campaigns
  • Forecasting
  • ServiceNow
  • Zendesk

Only in Zoom

  • HD video & audio
  • Screen sharing
  • Recording & transcripts
  • Virtual backgrounds
  • Breakout rooms
  • Polling & Q&A
  • Whiteboard
  • Slack

Both cover

  • Chat
  • Salesforce
  • SOC2
  • HIPAA
  • FedRAMP

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

Zoom

  • Team meetingsnot Amazon Connect
  • Webinarsnot Amazon Connect
  • Virtual eventsnot Amazon Connect
  • Online trainingnot Amazon Connect
  • Telehealthnot 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

Zoom

  • Cost creep from add-ons increases pricing from $14/user to $25+/user when including Phone and advanced features
  • Feature set is overwhelming with complex navigation and too many options
  • Limited analytics and coaching features compared to dedicated contact center platforms
  • Call recording and admin oversight lack strict governance needed for regulated industries

Pricing, plan by plan

Amazon Connect

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

Zoom

Free
  • BasicFree
    • 100 participants
    • 40-minute group meetings
    • Unlimited 1-on-1 meetings
  • Pro$14.99/month
    • 100 participants
    • 30-hour group meetings
    • Cloud recording (5GB)
  • Business$19.99/month
    • 300 participants
    • Single sign-on
    • Recording transcripts
  • Enterprise$25/month
    • 500 participants
    • Advanced admin features
    • Executive business review

Which should you pick?

Choose Amazon Connect if

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

Choose Zoom if

  • You need hd video & audio.
  • You want to start without paying.
  • You work on Web, iOS, Android, Windows, macOS.
  • You also want screen sharing.
Zoom review

Questions people ask

Is Amazon Connect or Zoom better?
Neither clearly leads. Amazon Connect starts at Free and Zoom at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Amazon Connect or Zoom?
Amazon Connect starts at Free and Zoom at Free.
Does Amazon Connect or Zoom run on more platforms?
Amazon Connect runs on Web. Zoom runs on Web, iOS, Android, Windows, macOS.
Can I use Amazon Connect for free?
Both have a free tier, so you can try either at no cost before committing.
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 Zoom is typically brought in for.
What can Amazon Connect do that Zoom cannot?
Amazon Connect covers Voice, Tasks, ML-powered analytics, Contact Lens. Zoom covers HD video & audio, Screen sharing, Recording & transcripts, Virtual backgrounds. Both handle Chat, Salesforce, SOC2, HIPAA.

Answered from the vendors’ own pages

Zoom: What are Zoom's main pricing tiers?

Zoom offers a free Basic plan with 40-minute limits for group meetings, Pro at $14.16/user/month, Business at $15.58/user/month with 300 participant capacity, and Enterprise with custom pricing. Additional costs apply for Phone ($10.50/user/month), Webinars, and Rooms.

Source
Zoom: What integrations does Zoom support?

Zoom integrates with Salesforce, Slack, Microsoft 365, Google Workspace, HubSpot, Zendesk, and many other business applications, though integration depth varies by partner.

Source
Zoom: Can Zoom be used for webinars?

Yes, Zoom Webinars is available as a separate product starting at $66.67 per month, providing larger audience capabilities and specialized webinar features.

Source
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Related pages

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