Amazon Connect vs. Exotel

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
Exotel
Score 7.2 out of 10
N/A
Exotel is an advanced customer engagement platform that combines CPaaS, omnichannel contact centers, and Conversational AI. The platform is designed to foster richer, AI-powered, and contextual interactions, offering businesses unparalleled speed and scale in their communications.
$200
5 months Validity
Pricing
Amazon ConnectExotel
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
Dabbler
$200
5 months Validity
Believer
$500
11 months Validity
Influencer
$1000
11 months Validity
Custom
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Offerings
Pricing Offerings
Amazon ConnectExotel
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
Amazon ConnectExotel
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
Exotel
-
Ratings
Agent dashboard5.44 Ratings00 Ratings
Validate callers7.24 Ratings00 Ratings
Outbound response7.24 Ratings00 Ratings
Call forwarding7.24 Ratings00 Ratings
Click-to-call (CTC)7.24 Ratings00 Ratings
Warm transfer8.94 Ratings00 Ratings
Predictive dialing5.23 Ratings00 Ratings
Interactive voice response6.34 Ratings00 Ratings
REST APIs8.93 Ratings00 Ratings
Call scripts5.44 Ratings00 Ratings
Call tracking7.34 Ratings00 Ratings
Multichannel integration9.14 Ratings00 Ratings
CRM software integration8.94 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Amazon Connect
6.0
4 Ratings
32% below category average
Exotel
-
Ratings
Inbound call routing9.14 Ratings00 Ratings
Omnichannel inbound routing5.44 Ratings00 Ratings
Recording7.34 Ratings00 Ratings
Quality management7.24 Ratings00 Ratings
Call analytics3.64 Ratings00 Ratings
Historical reporting5.44 Ratings00 Ratings
Live reporting5.44 Ratings00 Ratings
Customer surveys5.34 Ratings00 Ratings
Customer interaction analytics5.34 Ratings00 Ratings
Best Alternatives
Amazon ConnectExotel
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
Telegram
Telegram
Score 8.9 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Telegram
Telegram
Score 8.9 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Telegram
Telegram
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Amazon ConnectExotel
Likelihood to Recommend
7.2
(4 ratings)
9.0
(2 ratings)
User Testimonials
Amazon ConnectExotel
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.
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Exotel Techcom
Exotel is well suited for: - Small and mid-sized Internet based businesses where it is necessary for them to have a very strong customer support team working round the clock and in different shifts. - Company making large number of calls and sending mass SMS's. They can do that on a single cloud based platform. Exotel might not be a good fit if: -it is not a call intensive business that you want to cater to. Though the setup cost is very low but it follows economies of scale i.e. more the number of calls, less will be per call cost.
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Pros
Amazon AWS
  • Auto call distribution.
  • Web based scripting.
  • Easy chat deployment.
  • Call Recording.
  • Customer heat check.
  • Detailed reporting.
  • Live monitoring.
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Exotel Techcom
  • Affordable Solution: First and foremost the platform is very much affordable for a small start-up starting their business and want to connect with their leads and serve their clients economically.
  • Easy to Use: Anyone can start using the platform from the Day 1. No extensive training required for it. Just integrate your phone number with the platform and solve customer problems at godspeed!
  • IVR Set-up- Want to have different services on a single number for your Services. Set-up IVR and make your life easy.
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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.
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Exotel Techcom
  • Communication
  • Not for large companies
  • Volume of texts
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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
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Exotel Techcom
Exotel was selected by us because of the following reasons: -Low set-up and maintenance cost as compared to its peers. -Prompt customer service: You want to upgrade your plan or facing any issues around the platform, Exotel team is just a call away. -Call recording Quality was also better than the peers.
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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.
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Exotel Techcom
  • This increased onboarding efficiency to save money on startup.
  • This saved us money by getting both services from one company.
  • Con was price was higher than we would have liked but efficiency made up for that.
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ScreenShots