Amazon Connect vs Hear
Amazon Connect
aws.amazon.comHear
hear.aiSide by side
| Figure | Amazon Connect | Hear |
|---|---|---|
| Price from | — | — |
| Free plan | — | — |
| Free trial | Yes | — |
| Open source | — | — |
| Web | Yes | Yes |
| iOS | Yes | — |
| Android | Yes | — |
| API | Yes | Yes |
| Plans published | 8 | 0 |
| Spec score · Contact Center Analytics Software | 9.2 (#1) | 7.4 (#12) |
| Channels | The service supports voice, chat, email, SMS, web, WhatsApp, and Apple Messages, with customer context carried across channels. | The AI agent monitoring page says it captures voice, chat, and email conversations across channels and vendors. |
| Compliance | AWS lists SOC, PCI, HIPAA, C5 (Frankfurt), and HITRUST CSF among compliance programs that assess Connect Customer. | Hear says it monitors 100% of interactions and provides real-time detection and alerts. |
| Founded | 2017 | 2023 |
| Integrations | AWS documents Customer Profiles integrations with Salesforce, ServiceNow, Marketo, and Zendesk through Amazon AppFlow. | The integrations page lists Genesys Cloud, Pipedrive, GreenStar, Feefo, Freshworks, Commbox, Freshdesk, JustCall, and Freshcaller. |
| Product | Amazon Connect Customer is an agentic AI solution for customer experience that handles proactive outreach, self-service resolution, and agent assistance across channels. | Hear describes itself as an AI-powered conversation intelligence platform for contact centers. |
| Security | AWS states that Connect Customer supports TLS 1.2 or later for clients accessing the service. | Hear's product page displays SOC 2 Type II and ISO 27001 claims and says data sovereignty is available. |
| Who it is for | AWS describes the product as built for enterprises delivering customer experiences across touchpoints, and says customers can scale from tens to tens of thousands of agents. | Hear identifies customer experience, compliance, operations, and sales and marketing teams as audiences for its platform. |
Plans
Amazon Connect
- Amazon Connect Customer — chatPriced on request
- Amazon Connect Customer — SMS and 3P messagingPriced on request
- Amazon Connect Customer — voicePriced on request
- Amazon Connect Customer — emailPriced on request
- Chat$0.01, paid once
- SMS and 3P messaging$0.01, paid once
- Voice$0.04, paid once
- Email$0.08, paid once
In their own words
Amazon Connect
Amazon Connect is a customer-experience service for managing interactions from outreach and self-service through assistance by human agents. Its AI agents can handle requests such as returns, account changes and flight rebooking, and can pass interaction context to a person when needed. Customers can continue across voice, chat, email, SMS, web, WhatsApp and Apple Messages without repeating themselves. Business and customer-experience teams can design conversational interactions on a visual, no-code canvas. Agent tools include real-time assistance, guided steps, post-contact summaries, screen recording and performance evaluations. The service also offers real-time and historical metrics, conversational analytics and an analytics data lake with zero-ETL access to third-party sources. Platforms listed are Android, iOS, API and web. AWS describes usage-based pricing without minimums, long-term contracts, seat-based licensing or tokens; prices can vary by region, communication type and provider. Listed charges are $0.04 minute, $0.01 message, 0.01 USD per SMS or third-party message, and $0.08.
Hear
Hear is a conversation intelligence platform for contact centers that captures calls, chats, and tickets to help teams understand customer interactions and their causes. It automates interaction reviews and provides contextual performance insights and personalized coaching for agents. Hear says it monitors all interactions for compliance and can detect issues and send alerts in real time. For AI agent conversations, its monitoring model scores more than 60 behavioral signals without manual configuration; it can capture voice, chat, and email conversations in real time, with data sovereignty available. Hear describes its integration architecture as API-first, connecting with CRM, CCaaS, data warehouse, and ticketing systems. Listed integrations include Genesys Cloud, Pipedrive, GreenStar, Feefo, Freshworks, Commbox, Freshdesk, JustCall, and Freshcaller. Its site displays ISO 27799, ISO 27001, SOC Type II, and GDPR badges. Hear identifies customer experience, compliance, operations, and sales and marketing teams as audiences. It is available through Google Cloud Marketplace, billed through a Google Cloud account. Pricing is on request; prospective customers can request a demo or contact sales.