Amazon Connect vs Zendesk: What are the differences?
What is Amazon Connect? Simple to use, cloud-based contact center. The self-service graphical interface in Amazon Connect makes it easy for non-technical users to design contact flows, manage agents, and track performance metrics – no specialized skills required.
What is Zendesk? The leading cloud-based customer service software solution. Zendesk provides an integrated on-demand helpdesk - customer support portal solution based on the latest Web 2.0 technologies and design philosophies.
Amazon Connect belongs to "Call Center Management" category of the tech stack, while Zendesk can be primarily classified under "Help Desk".
Some of the features offered by Amazon Connect are:
- Easy to set up and manage
- Scalable and elastic
- Pay as you go
On the other hand, Zendesk provides the following key features:
- Offer your customers a quick path to the answers they need with knowledge base and community features.
- Zendesk takes customer communication from anywhere—your website, email, phone, Twitter, Facebook, and chat—and turns it into a ticket.
- Zendesk simplifies your support team's workflow with custom automatic actions, meaningful organization, and streamlined systems for managing support content.
What is Amazon Connect?
What is Zendesk?
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AWS Connect provides the voice to Lex text bot interface that runs through the data entry for a listing. The simple interface allows the logic for connecting AWS lambda functions that trigger the bot interactions as well as the data store in Dynamodb.
We use Zendesk for customer support and hosting documentation. Additionally, we provide documentation search from within our application using Zendesk's API
Receiving notifications when Tasks are assigned and being able to update the Tasks when the calendar event has changed.
Our Customer Care peeps use it and we synchronise customer data into it to help them organise and find things quickly.
It's our customer service system for dealing with inbound ticket requests from any channel integrated.