Amazon Connect vs Smartsheet
Amazon Connect
aws.amazon.com
Smartsheet
smartsheet.comSide by side
| Figure | Amazon Connect | Smartsheet |
|---|---|---|
| Price from | — | $9/mo |
| Free plan | — | — |
| Free trial | Yes | Yes |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | — | Yes |
| macOS | — | Yes |
| Linux | — | Yes |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Plans published | 8 | 4 |
| Spec score · Capacity Planning Software | 9.2 (#1) | 8.4 (#5) |
| Compliance | AWS lists SOC, PCI, HIPAA, C5 (Frankfurt), and HITRUST CSF among compliance programs that assess Connect Customer. | The Trust Center lists SOC 2, ISO 27001, GDPR, FedRAMP, and HIPAA (BAA); ISO 42001 is marked in progress. |
| Founded | 2017 | 2005 |
| Free plan | No | No |
| Headquarters | Seattle, Washington | Bellevue, Washington, USA |
| Integrations | AWS documents Customer Profiles integrations with Salesforce, ServiceNow, Marketo, and Zendesk through Amazon AppFlow. | Smartsheet lists integrations including Jira, Power BI, Salesforce, SAP, ServiceNow, Tableau, Workday, Slack, Microsoft Teams, and Adobe Creative Cloud. |
| Security | AWS states that Connect Customer supports TLS 1.2 or later for clients accessing the service. | Smartsheet describes role-based access controls, SSO, MFA, external collaboration controls, event reporting, and 24/7 incident monitoring. |
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
Smartsheet
- Pro$9 a month
- Business$19 a month
- EnterprisePriced on request
- Advanced Work ManagementPriced 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.
Smartsheet
Smartsheet provides tools for teams to manage projects and build solutions, from individual workflows to complex portfolios. Work views include grid, Gantt, calendar, table, board, and timeline, though timeline is included with Business and higher plans. Project capabilities include dashboards, reports, forms, formulas, workload tracking, and portfolios, with some features limited by plan. No-code workflows can be automated: Pro includes 250 automations per month, while Business and higher include unlimited automations. Built-in AI can generate formulas, analyze data, summarize content, and help build dashboards. Listed integrations include Jira, Power BI, Salesforce, SAP, ServiceNow, Tableau, Workday, Slack, Microsoft Teams, and Adobe Creative Cloud; connections to ChatGPT, Claude, Gemini, and Microsoft Copilot are described through the Smartsheet MCP Server. Security controls include role-based access, SSO, MFA, external collaboration controls, event reporting, and 24/7 incident monitoring. Plans are paid, with a 30-day trial. Pro costs $9 a month, billed at $9 per Member/month yearly or $12 monthly; Business costs $19 a month, billed at $19 yearly or $24 monthly.