Amazon Connect vs Salesforce Service Cloud
Amazon Connect
aws.amazon.comSalesforce Service Cloud
salesforce.comSide by side
| Figure | Amazon Connect | Salesforce Service Cloud |
|---|---|---|
| Price from | — | $25/mo |
| Free plan | — | — |
| Free trial | Yes | — |
| Open source | — | — |
| Web | Yes | — |
| iOS | Yes | — |
| Android | Yes | — |
| API | Yes | Yes |
| Plans published | 8 | 7 |
| Spec score · Customer Service - Enterprise Software | 9.2 (#1) | 6.8 (#22) |
| Spec score · Call Center CRM Software | 9.2 (#2) | 6.7 (#14) |
| Free plan | No | No |
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
Salesforce Service Cloud
- Starter Suite$25 a month
- Pro Suite$100 a month
- EnterprisePriced on request
- EnterprisePrice not published
- UnlimitedPrice not published
- UnlimitedPriced on request
- Agentforce 1 Service$550 a month
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.
Salesforce Service Cloud
Salesforce Service Cloud has no write-up on Specifiction yet; its figures are above.