Amazon Connect vs. Salesforce Service Cloud

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
Salesforce Service Cloud
Score 8.8 out of 10
N/A
Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.
$25
per month
Pricing
Amazon ConnectSalesforce Service Cloud
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
Starter Suite
$25
per month
Professional
$80
per month
Enterprise
$165
per month per user
Unlimited
$165
per month per user
Unlimited+
$165
per month per user
Offerings
Pricing Offerings
Amazon ConnectSalesforce Service Cloud
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Amazon ConnectSalesforce Service Cloud
Considered Both Products
Amazon Connect
Chose Amazon Connect
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 …
Salesforce Service Cloud

No answer on this topic

Top Pros
Top Cons
Features
Amazon ConnectSalesforce Service Cloud
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
Salesforce Service Cloud
-
Ratings
Agent dashboard5.24 Ratings00 Ratings
Validate callers7.14 Ratings00 Ratings
Outbound response7.14 Ratings00 Ratings
Call forwarding7.14 Ratings00 Ratings
Click-to-call (CTC)7.14 Ratings00 Ratings
Warm transfer8.94 Ratings00 Ratings
Predictive dialing5.13 Ratings00 Ratings
Interactive voice response6.14 Ratings00 Ratings
REST APIs9.03 Ratings00 Ratings
Call scripts5.34 Ratings00 Ratings
Call tracking7.14 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
5.9
4 Ratings
33% below category average
Salesforce Service Cloud
-
Ratings
Inbound call routing9.04 Ratings00 Ratings
Omnichannel inbound routing5.34 Ratings00 Ratings
Recording7.14 Ratings00 Ratings
Quality management7.14 Ratings00 Ratings
Call analytics3.34 Ratings00 Ratings
Historical reporting5.34 Ratings00 Ratings
Live reporting5.24 Ratings00 Ratings
Customer surveys5.24 Ratings00 Ratings
Customer interaction analytics5.24 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Amazon Connect
-
Ratings
Salesforce Service Cloud
8.7
70 Ratings
11% above category average
Organize and prioritize service tickets00 Ratings8.868 Ratings
Expert directory00 Ratings8.349 Ratings
Subscription-based notifications00 Ratings9.058 Ratings
ITSM collaboration and documentation00 Ratings8.454 Ratings
Ticket creation and submission00 Ratings9.268 Ratings
Ticket response00 Ratings8.767 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Amazon Connect
-
Ratings
Salesforce Service Cloud
8.8
66 Ratings
15% above category average
External knowledge base00 Ratings8.959 Ratings
Internal knowledge base00 Ratings8.864 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Amazon Connect
-
Ratings
Salesforce Service Cloud
8.8
70 Ratings
16% above category average
Customer portal00 Ratings8.750 Ratings
IVR00 Ratings8.533 Ratings
Social integration00 Ratings8.744 Ratings
Email support00 Ratings9.469 Ratings
Help Desk CRM integration00 Ratings8.861 Ratings
Best Alternatives
Amazon ConnectSalesforce Service Cloud
Small Businesses
CloudTalk
CloudTalk
Score 9.3 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Amazon ConnectSalesforce Service Cloud
Likelihood to Recommend
7.1
(4 ratings)
9.1
(76 ratings)
Likelihood to Renew
-
(0 ratings)
9.5
(6 ratings)
Usability
-
(0 ratings)
8.0
(12 ratings)
Availability
-
(0 ratings)
9.5
(21 ratings)
Performance
-
(0 ratings)
8.6
(7 ratings)
Support Rating
-
(0 ratings)
7.0
(20 ratings)
Online Training
-
(0 ratings)
9.0
(1 ratings)
Implementation Rating
-
(0 ratings)
7.0
(1 ratings)
User Testimonials
Amazon ConnectSalesforce Service Cloud
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
Salesforce
This is great for cold calling and starting clients from scratch. A lot of entry is required to build a customer profile, but if you are diligent in entering this information, then it can be extremely useful, and you will thank yourself down the road for having an organized database with as many or few details stored. It is a little more challenging for existing customers who have a wealth of information on their files because the transfer of information can be quite tedious.
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
Salesforce
  • Allows us to make changes quickly and with relative ease
  • Can be flexible enough to use among several teams who do very different work
  • Salesforce in general provides SO much training that anyone on the team can skill up and help maintain the system
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
Salesforce
  • Incredibly complex to set up and configure.
  • Multiple points of potential failure.
  • Things Desk.com did out-of-the-box require customized code and components in Service Cloud.
  • Front-facing community is extremely difficult to configure and comes with many limitations.
  • No help is provided by Salesforce without expensive Premiere Support plans.
  • Expensive! Hidden costs and development costs are going to make Service Cloud far more expensive than almost any other Help Desk provider out there.
Read full review
Likelihood to Renew
Amazon AWS
No answers on this topic
Salesforce
Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
Read full review
Usability
Amazon AWS
No answers on this topic
Salesforce
I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.
Read full review
Reliability and Availability
Amazon AWS
No answers on this topic
Salesforce
Salesforce has a more than 99% uptime rate and Salesforce Service Cloud is no exception. I have never had any issues experiencing outages or service degradation when it comes to using the Service Cloud product (that I can remember). Always reliable and easy to use, I would recommend this product as your go-to for helpdesk, service desk, incident management, call center, and other business process needs.
Read full review
Performance
Amazon AWS
No answers on this topic
Salesforce
There are issues with page load performance and database performance for sure, but we are a very complex setup with a lot of automation and processing for 2000+ users so this is not surprising. We are also global, so the issue with distance from the regional servers is a problem.
Read full review
Support Rating
Amazon AWS
No answers on this topic
Salesforce
It depends on what support package you buy from Salesforce. That can be good or bad. It's highly flexible to your needs pricing wise. If you have devs on staff then don't buy support. If you don't, then sfdc offers support for a cost.
Read full review
Implementation Rating
Amazon AWS
No answers on this topic
Salesforce
We are still working through issues with the implementation. Things are also always changing so the original implementation required many changes
Read full review
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
Salesforce
Salesforce service cloud is more configurable than Zendesk and Freshdesk. It has its own inbuilt AI chatbot also which further improves service agent efficiency. Salesforce is more integration agnostic and has pre-built connectors with multiple 3rd party systems. However, in terms of pricing it is priced at a premium compared to the other solutions
Read full review
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
Salesforce
  • Because this is a cloud service, the security, implementation framework and feature list is very mature and you don't have to develop these during implementation.
  • The larger the implementation programme the better the licensing arrangements
  • Free developer toolkit for proof of concepts or showcasing features
  • Limited to annual subscription model
Read full review
ScreenShots

Salesforce Service Cloud Screenshots

Screenshot of Workflows and OrchestrationScreenshot of Service CatalogScreenshot of Contact Center