Amazon Connect vs. Google Cloud Contact Center AI

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
Google Cloud Contact Center AI
Score 8.9 out of 10
N/A
Google has launched a cloud based contact center software which uses artificial intelligence (AI) to improve the customer experience and provide real-time insights for agents. Announced in July 2018, this product adds three core AI functionalities to the contact center software tool belt with its Dialogflow feature: virtual agents, AI assistance for human agents, and contact center analytics. Google’s product streamlines inbound and outbound communications by…N/A
Pricing
Amazon ConnectGoogle Cloud Contact Center AI
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
No answers on this topic
Offerings
Pricing Offerings
Amazon ConnectGoogle Cloud Contact Center AI
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Amazon ConnectGoogle Cloud Contact Center AI
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
Amazon ConnectGoogle Cloud Contact Center AI
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
Google Cloud Contact Center AI
8.4
13 Ratings
1% above category average
Agent dashboard5.44 Ratings8.513 Ratings
Validate callers7.24 Ratings7.911 Ratings
Outbound response7.24 Ratings8.211 Ratings
Call forwarding7.24 Ratings8.611 Ratings
Click-to-call (CTC)7.24 Ratings8.911 Ratings
Warm transfer8.94 Ratings8.810 Ratings
Predictive dialing5.23 Ratings8.39 Ratings
Interactive voice response6.24 Ratings8.411 Ratings
REST APIs9.03 Ratings7.211 Ratings
Call scripts5.44 Ratings8.211 Ratings
Call tracking7.24 Ratings8.411 Ratings
Multichannel integration9.14 Ratings8.712 Ratings
CRM software integration8.94 Ratings8.711 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
Google Cloud Contact Center AI
8.6
13 Ratings
4% above category average
Inbound call routing9.14 Ratings8.312 Ratings
Omnichannel inbound routing5.44 Ratings8.111 Ratings
Recording7.24 Ratings8.813 Ratings
Quality management7.14 Ratings8.911 Ratings
Call analytics3.64 Ratings9.012 Ratings
Historical reporting5.44 Ratings9.011 Ratings
Live reporting5.44 Ratings8.410 Ratings
Customer surveys5.34 Ratings8.18 Ratings
Customer interaction analytics5.34 Ratings8.410 Ratings
Best Alternatives
Amazon ConnectGoogle Cloud Contact Center AI
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 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
Webex Contact Center
Webex Contact Center
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Amazon ConnectGoogle Cloud Contact Center AI
Likelihood to Recommend
7.2
(4 ratings)
8.5
(13 ratings)
Likelihood to Renew
-
(0 ratings)
9.0
(1 ratings)
Usability
-
(0 ratings)
9.0
(1 ratings)
User Testimonials
Amazon ConnectGoogle Cloud Contact Center AI
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
Google
Well suited for sites where the product is hardware because with those if there are any questions then the site could help eliminate having to contact the company directly and waiting for answers days later. This would be suited for products as the answer could be given and the more complex questions would be directed to the company.
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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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Google
  • Google Cloud Contact Center AI is based on the same foundation infrastructure and services as Google Assistant, therefore, it is robust and flexible. The APIs are very well built and documented as well. Any newbie can start using the service with a very little learning curve.
  • Seamless integrations are also a great add-on. Google makes sure that Contact Center AI service integrates well with leading customer service platforms which helps any user to use only the required functionalities from Contact Center AI and meanwhile use any other primary platform.
  • Robust documentation which is always alive and is updated within no time is of great help! Google makes sure its end customers know what to do where and when in clear plain text and any issues/ bugs are also documented.
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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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Google
  • It's still in the beginning phase of sentimental Analysis and more data sets can really help during tough conversations.
  • Automation can be made a little simpler and basic for anyone to be able to work on it.
  • Each instance of the software can have its own AI learning for a wider range of real time issues.
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Likelihood to Renew
Amazon AWS
No answers on this topic
Google
We are happy with the implementation and functionality of the software and associated systems. In general, unless something better can replace this system we intend on continuing. We think the ease of systems implementation and integration adds value and substantiates the use and excellent functionality of the product and associated services.
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Usability
Amazon AWS
No answers on this topic
Google
Generally intuitive and easy to learn. I would like more guides but the learning curve is rather quick and makes the software rather an easy study for the average user. Generally, the support and functionality of the software make for a generally good outcome and easy implementation of the software and user experience.
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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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Google
Only IBM Watson Assistant has been the one we have used in the company, in fact, it was the first to use it because currently in the market there are not many options to use, and if there are they are not receiving enough publicity, so we have limited ourselves to google cloud contact center AI.
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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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Google
  • Reduced the number of minutes spent by live agents on trivial queries.
  • Our client saved thousands of dollars by using the AI contact center as now the agents spend most of their time solving real issues.
  • Customer satisfaction got increased exponentially.
Read full review
ScreenShots