Amazon Connect vs. Khoros Service

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Amazon Connect
Score 8.4 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
Khoros Service
Score 8.5 out of 10
Enterprise companies (1,001+ employees)
Khoros Service offers omnichannel engagement on publicly available channels like social, digital, chat, and voice, as well as owned online communities like Khoros Communities. The solution offers 1-to-1 and 1-to-many engagement with customers and consumers, bringing together automation through bots and human agents. Customer inquiries and support-related conversations can be routed and prioritized based on a variety of parameters, and the robust agent desktop solution…N/A
Pricing
Amazon ConnectKhoros Service
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 ConnectKhoros Service
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional DetailsPricing is variable based on the needs of the customer.
More Pricing Information
Community Pulse
Amazon ConnectKhoros Service
Considered Both Products
Amazon Connect

No answer on this topic

Khoros Service
Features
Amazon ConnectKhoros Service
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Amazon Connect
7.8
6 Ratings
7% below category average
Khoros Service
-
Ratings
Agent dashboard9.06 Ratings00 Ratings
Validate callers8.56 Ratings00 Ratings
Outbound response7.56 Ratings00 Ratings
Call forwarding7.05 Ratings00 Ratings
Click-to-call (CTC)7.56 Ratings00 Ratings
Warm transfer8.05 Ratings00 Ratings
Predictive dialing5.04 Ratings00 Ratings
Interactive voice response7.06 Ratings00 Ratings
REST APIs9.04 Ratings00 Ratings
Call scripts7.95 Ratings00 Ratings
Call tracking9.05 Ratings00 Ratings
Multichannel integration7.06 Ratings00 Ratings
CRM software integration9.06 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Amazon Connect
7.6
6 Ratings
8% below category average
Khoros Service
-
Ratings
Inbound call routing8.06 Ratings00 Ratings
Omnichannel inbound routing8.06 Ratings00 Ratings
Recording9.05 Ratings00 Ratings
Quality management6.05 Ratings00 Ratings
Call analytics8.96 Ratings00 Ratings
Historical reporting8.95 Ratings00 Ratings
Live reporting6.06 Ratings00 Ratings
Customer surveys6.05 Ratings00 Ratings
Customer interaction analytics7.95 Ratings00 Ratings
Best Alternatives
Amazon ConnectKhoros Service
Small Businesses
CloudTalk
CloudTalk
Score 7.5 out of 10
Simplify360
Simplify360
Score 7.8 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 7.5 out of 10
Front
Front
Score 9.1 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 8.7 out of 10
Front
Front
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Amazon ConnectKhoros Service
Likelihood to Recommend
8.5
(6 ratings)
8.4
(113 ratings)
Likelihood to Renew
-
(0 ratings)
8.2
(79 ratings)
Usability
8.5
(2 ratings)
7.3
(7 ratings)
Availability
-
(0 ratings)
9.0
(2 ratings)
Performance
-
(0 ratings)
9.0
(2 ratings)
Support Rating
-
(0 ratings)
8.1
(9 ratings)
In-Person Training
-
(0 ratings)
9.0
(2 ratings)
Online Training
-
(0 ratings)
7.3
(1 ratings)
Implementation Rating
-
(0 ratings)
7.6
(71 ratings)
Product Scalability
-
(0 ratings)
8.3
(78 ratings)
User Testimonials
Amazon ConnectKhoros Service
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
Khoros (Formerly Spredfast + Lithium)
Less Appropriate Scenarios- A fintech company has highly specialized or industry-specific workflows that are not easily accommodated within the standard capabilities of Khoros Care. In such cases, the platform may be less appropriate for businesses with extremely unique processes that require a high degree of customization. Well suited- financial institutions face a high volume of customer inquiries related to account management, transactions, and security concerns. Khoros Care's security features, automation capabilities, and integration with banking systems make it suitable for managing customer interactions in the financial services sector.
Read full review
Pros
Amazon AWS
  • It helps us connect with ServiceNow as a direct integration.
  • It allows us to document everything from the chat with ticket documentation in real time.
  • It allows us to track agent and case activities.
Read full review
Khoros (Formerly Spredfast + Lithium)
  • Tagging system - it's possible to add a wide variety of labels and categories
  • Search feature - being able to find users by conversation number, username, or keywords makes it easier to navigate old conversations
  • Easy system for assigning conversations to other users
  • When you claim a conversation, it gets removed from the queue. This is much more visually explicit than Khoros Marketing's queue, for example, where all content remains visible in the queue and a bookmark gets moved around to distinguish the point where other users left off
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.
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Khoros (Formerly Spredfast + Lithium)
  • I would like to be able to see deleted comments/tweets so we can look into the issues.
  • I would like to be able to better customize dashboards for our exact metrics. Some things previously available in Spredfast are no longer available in Care.
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Likelihood to Renew
Amazon AWS
No answers on this topic
Khoros (Formerly Spredfast + Lithium)
Simply, there isn't anything on the market that is quite as personable as Khoros Care. After using a few different client messaging systems, this program gave the closest feel to in-person interaction that we could get during the COVID-19 epidemic and is an important part of our agency still to this day in 2023.
Read full review
Usability
Amazon AWS
It is reliable system. It has own IVR, Database(DynamoDB) Backend(Lambda) support of multi channel(email, chat & voice) Integration with some of the biggest CRM system
Read full review
Khoros (Formerly Spredfast + Lithium)
The ability to auto tag, manually tag, make notes, and "snooze" posts is extremely helpful. The efficiency of the work flow for agents is also a huge plus. It keeps agents moving quickly and prioritizing responses for the cases that need it most.
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Reliability and Availability
Amazon AWS
No answers on this topic
Khoros (Formerly Spredfast + Lithium)
No issues.
Read full review
Performance
Amazon AWS
No answers on this topic
Khoros (Formerly Spredfast + Lithium)
No issues.
Read full review
Support Rating
Amazon AWS
No answers on this topic
Khoros (Formerly Spredfast + Lithium)
Khoros Support has always very responsive and helpful when it comes to getting my issue/inquiry addressed. Their ticket portal is great for tracking any open tickets and they can be updated via the portal or by responding to the email thread. Support reps are always extremely knowledgeable and care about getting you taken care of
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In-Person Training
Amazon AWS
No answers on this topic
Khoros (Formerly Spredfast + Lithium)
The team received training (from the same executive team member who has been supporting us) over the web and this was of very high quality.
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Implementation Rating
Amazon AWS
No answers on this topic
Khoros (Formerly Spredfast + Lithium)
Implementing the platform was not a big hassle for our client, it was seamless and easy we just had to follow a few steps and it was done. Just scaling was a bit of an issue but it got resolved with time and a bit of effort at both ends
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Alternatives Considered
Amazon AWS
Amazon Connect has lots of free training available for partners and in general. So many demos are available to practice. It's free to test and gain more confidence before deploying in real world scenarios. You can use other AWS features to be integrated with Amazon cloud. Features like lense is amazing
Read full review
Khoros (Formerly Spredfast + Lithium)
Khoros is more than just a platform for social publishing. No other competitor provides the in-depth moderation and social listening services that they do. If you're looking for a one-stop-shop of a platform for all things social, this is the tool to be using. Others are better in usability and innovative functionality.
Read full review
Scalability
Amazon AWS
No answers on this topic
Khoros (Formerly Spredfast + Lithium)
Of course as the company grows owing to its growing customer base, they need to think of out-of-the-box solutions to offer its clients and customer satisfaction is one of them. Retention is very much needed in competitive environment like today and hence it becomes imperative for companies to find different ways to reach their client basis and fix their issues
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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
Khoros (Formerly Spredfast + Lithium)
  • We have seen a positive shift of customers from reaching out to the Call Centre to the Social Care Team.
  • Monthly and Annual Reporting to keep track of performance and stats related to the team has been much easier to highlight areas for improvement (month2month and anually)
  • CSAT/NPS Survey results have increased via Khoros Care in comparison to the Call Centre.
Read full review
ScreenShots

Khoros Service Screenshots

Screenshot of a customer conversation in Agent view. Access past customer conversations and interactions in a single pane of glass.Screenshot of the analytic dashboard used to monitor key metrics across a service organization, such as available agents, time to first response, and agent handle time.Screenshot of Khoros Agent Assist. This feature provides agents with real-time recommendations, reducing the time needed to handle customer inquiries, deliver accurate resolutions, and train new agents.Screenshot of Work Queues under Rules and Routing. This allows admins to build rules around tagging to ensure timely and effective follow-up from agents.