Amazon Connect vs Luware Nimbus
Amazon Connect
aws.amazon.com
Luware Nimbus
luware.comSide by side
| Figure | Amazon Connect | Luware Nimbus |
|---|---|---|
| Price from | — | $85/mo |
| Free plan | — | — |
| Free trial | Yes | Yes |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | — | Yes |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Plans published | 8 | 8 |
| Spec score · Call Center Software | 9.2 (#2) | 8.8 (#15) |
| Spec score · Omnichannel Contact Center Software | 9.2 (#2) | 9.0 (#4) |
| Spec score · Contact Center as a Service - Enterprise Software | 9.2 (#2) | 8.9 (#4) |
| Analytics | The service provides real-time and historical metrics, conversational analytics, and an analytics data lake that supports zero-ETL access to third-party sources. | Nimbus provides live and historical analytics covering call volume, presence and agent workload. |
| Founded | 2017 | 2010 |
| Free plan | No | No |
| Headquarters | Seattle, Washington | Zurich, Switzerland |
| Integrations | AWS documents Customer Profiles integrations with Salesforce, ServiceNow, Marketo, and Zendesk through Amazon AppFlow. | The product connects to CRM and ticketing systems through Power Automate, and offers Power BI/OData reporting, website widgets and CRM screen pops. |
| Outbound dialer | Yes | Yes |
| Product | Amazon Connect Customer is an agentic AI solution for customer experience that handles proactive outreach, self-service resolution, and agent assistance across channels. | Luware Nimbus is a cloud native customer experience and contact center platform built around Microsoft Teams. |
| Security | AWS states that Connect Customer supports TLS 1.2 or later for clients accessing the service. | Luware states that its cloud solutions, including Nimbus, are covered by SOC 2 Type II assessment and that Luware AG holds ISO 27001 certification. |
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
Luware Nimbus
- Advanced Routing$85 a month
- Enterprise Routing$170 a month
- Contact Center$85 a month
- Nimbus CapturePriced on request
- Advanced RoutingPriced on request
- Contact CenterPriced on request
- Attendant ConsolePriced on request
- Enterprise RoutingPriced on request
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.
Luware Nimbus
Luware Nimbus is a cloud customer experience and contact center platform built around Microsoft Teams. It handles phone calls, live chat, email, and social media, routing calls and tasks by agent skills, caller priority, or custom parameters such as country code. A drag-and-drop workflow editor supports process setup, while live and historical analytics cover call volume, presence, workload, and service lines. CRM and ticketing connections use Power Automate; listed CRM integrations include Salesforce, Zendesk, HubSpot, and ServiceNow. Luware also documents an OData API for integrations and reporting. Hosting instances are offered within Microsoft Azure, and the product page states 99.99% availability. Pricing starts at $85/user · 30-day trial. Listed plans include Advanced Routing at $85 a month and Enterprise Routing at $170 a month, each for 25 services or more; Contact Center is $85 a month for up to 199 users. Full use requires Microsoft Teams and Microsoft Teams Phone. The Teams mobile app supports core tasks such as answering calls; full service management is available on desktop or web.