Amazon Connect vs. CloudTalk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Amazon Connect
Score 8.0 out of 10
N/A
Launched in 2017 and available on AWS, Amazon Connect is a cloud-based omnichannel contact center designed to provide a seamless experience across voice and website live chat, featuring skills-based routing, task tracking, and analytic tools to track customer interactions, or evaluate agent activity. It can support office-based or virtual contact centers. The service is pay-per-usage, per feature.
$0
per profile/per month
CloudTalk
Score 9.3 out of 10
N/A
CloudTalk is cloud-based call center software for sales and support teams of all sizes, looking to improve customer experiences through more personalized, data-driven customer interactions. The vendor aims to help teams communicate clearly and efficiently. With CloudTalk users can get local, mobile or toll-free numbers from more than 140+ countries across the world. The vendor says they offer integration with important tools (such a CRM, Helpdesk, or…
$20
per user/month (invoiced annually)
Pricing
Amazon ConnectCloudTalk
Editions & Modules
Customer Profiles
$0.0025
per profile/per month
Chat
$0
per message
Contact Lens (5 million+ monthly minutes)
$0.0125
per minute
Contact Lens (first 5 million monthly minutes)
$0.015
per minute
Voice
$0.02
per minute
Voice ID
$0.025
per transaction
Tasks
$0.04
per task
CloudTalk Starter
$20.00
per user/month (invoiced annually)
CloudTalk Essential
$25.00
per user/month (invoiced annually)
CloudTalk Expert
$40.00
per user/month (invoiced annually)
CloudTalk Custom
-
per user or company/month (invoiced annually)
Offerings
Pricing Offerings
Amazon ConnectCloudTalk
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
Amazon ConnectCloudTalk
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Amazon Connect
7.2
4 Ratings
15% below category average
CloudTalk
9.7
45 Ratings
15% above category average
Agent dashboard5.24 Ratings9.945 Ratings
Validate callers7.14 Ratings9.840 Ratings
Outbound response7.14 Ratings9.941 Ratings
Call forwarding7.14 Ratings9.940 Ratings
Click-to-call (CTC)7.14 Ratings9.739 Ratings
Warm transfer8.94 Ratings9.631 Ratings
Predictive dialing5.13 Ratings10.025 Ratings
Interactive voice response6.14 Ratings9.929 Ratings
REST APIs9.03 Ratings9.630 Ratings
Call scripts5.34 Ratings9.225 Ratings
Call tracking7.14 Ratings9.436 Ratings
Multichannel integration9.14 Ratings9.930 Ratings
CRM software integration8.94 Ratings9.936 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Amazon Connect
5.9
4 Ratings
33% below category average
CloudTalk
9.9
42 Ratings
18% above category average
Inbound call routing9.04 Ratings9.936 Ratings
Omnichannel inbound routing5.34 Ratings9.929 Ratings
Recording7.14 Ratings9.938 Ratings
Quality management7.14 Ratings9.934 Ratings
Call analytics3.34 Ratings9.940 Ratings
Historical reporting5.34 Ratings9.937 Ratings
Live reporting5.24 Ratings9.935 Ratings
Customer surveys5.24 Ratings9.927 Ratings
Customer interaction analytics5.24 Ratings9.926 Ratings
Best Alternatives
Amazon ConnectCloudTalk
Small Businesses
CloudTalk
CloudTalk
Score 9.3 out of 10
Nextiva Contact Center
Nextiva Contact Center
Score 9.2 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Amazon ConnectCloudTalk
Likelihood to Recommend
7.1
(4 ratings)
10.0
(45 ratings)
Likelihood to Renew
-
(0 ratings)
8.2
(1 ratings)
Usability
-
(0 ratings)
7.7
(5 ratings)
Support Rating
-
(0 ratings)
3.6
(11 ratings)
Implementation Rating
-
(0 ratings)
8.2
(1 ratings)
User Testimonials
Amazon ConnectCloudTalk
Likelihood to Recommend
Amazon AWS
Our company is a startup that is just starting to get wholesale customers. When we realized our customers needed support using our products, we set up a Contact Center via Amazon Connect. It has been very useful in allowing us to scale up very quickly, and provide services to our company as if we were a large corporation.
Read full review
CloudTalk.io
Cloudtalk is by far the best value-for-price software out there for call center solutions. Packed with features, very accessible, kind and accessible customer support, and cheap, especially when compared with their competitors for the same range of features. Easy entry-level software, especially if you're a startup that doesn't want to make big initial commitments but needs a solution that scales with the business.
Read full review
Pros
Amazon AWS
  • Auto call distribution.
  • Web based scripting.
  • Easy chat deployment.
  • Call Recording.
  • Customer heat check.
  • Detailed reporting.
  • Live monitoring.
Read full review
CloudTalk.io
  • It's extremely simple to install and integrate
  • Their smart dialer option reduces time spent typing in number and helps make more calls
  • It makes life super easy to keep track of calls being made and how long calls are but also to listen back on calls made
Read full review
Cons
Amazon AWS
  • On reports and analytics, [I feel] Amazon Connect is slightly behind, and it should be perfected.
  • [In my experience], Amazon Connect lacks social platform integration, which is convenient and resourceful currently.
  • [I believe] Amazon Connect should include a queue management feature, for the call centers and customer help.
Read full review
CloudTalk.io
  • A lot of features are still missing, some of which are pretty basic like being able to select multiple filters instead of one.
  • Desktop app has had some instability issue.
  • IVR needs to be self-recorded which can lead to a lower quality.
Read full review
Likelihood to Renew
Amazon AWS
No answers on this topic
CloudTalk.io
It is working and affordable
Read full review
Usability
Amazon AWS
No answers on this topic
CloudTalk.io
CloudTalk is super easy to use and has a great quality. It helps to communicate with the clients easily and we can feel that the sound quality is high, while speaking to the client and while listening to the recordings. This is for our department essential in our day to day work.
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Support Rating
Amazon AWS
No answers on this topic
CloudTalk.io
They are skilled, experienced, and anytime I need something and contact the support time, I get the right person who understands my needs and reacts to them accordingly. So far I was only pleasantly surprised by the level of support these guys provide and coming from a customer service oriented background myself, I can only say keep it up guys, you are doing a fantastic job!
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Alternatives Considered
Amazon AWS
We worked through a Request For Proposal to check different Contact Center platforms, we evaluated Talkdesk, Amazon Connect and Genesys PureConnect, all of them as a SaaS platforms, and trying to go to a pay per use model. The best option for us was Amazon Connect, with a pure pay per use model according to the minutes of use, instead of the number of agents. As our goal was to automate the maximum number of contacts, we didn't want a license model based in the number of agents
Read full review
CloudTalk.io
It was a gamble if I'm being honest, plus this is a very nuanced and intricate topic. We didn't necessarily substitute one for the other, it was a much needed state of affairs where we needed the call monitoring and agent tracking pros of CloudTalk more so than ever before.
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Return on Investment
Amazon AWS
  • Amazon Collect has allowed us to scale quickly and retain flexibility.
  • Amazon Collect has allowed us to provide omnichannel support as if we were a larger corporation.
  • Amazon Collect has allowed us to retain productivity.
Read full review
CloudTalk.io
  • For a similar price it is not necessary to manage so many cell phone accounts
  • Unlike basic telephony. It is possible to have more control of the interactions with our clients.
  • For administrators it allows better control of commercial actions or the corresponding area for communication issues
Read full review
ScreenShots

CloudTalk Screenshots

Screenshot of CloudTalk for Freshdesk - All customer-related data from both systems can be automatically synchronized and always up-to-date. No matter whether one is working in Freshdesk or CloudTalk, the software can provide comprehensive customer data.Screenshot of CloudTalk for Intercom - By integrating Intercom with CloudTalk, essential customer contact details become visible, as well as history of calls and conversations. No matter whether one is working in Intercom or CloudTalk, comprehensive customer data will be presented in both systems. In addition, data synchronization is automatic and regular, so information is always up-to-date.Screenshot of Complete customer interaction history is always within reach. CloudTalk will automatically display previous calls, orders, chats or notes, so agents don’t have to look them up in multiple systems.Screenshot of CloudTalk apps allows agents to make and receive phone calls from anywhere.Screenshot of CloudTalk for Help ScoutScreenshot of Agents can see all caller information in one place. During the phone call, they can look at the client’s history of interactions, orders, chat or notes.