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Customer Support · head to head

Amazon Connect vs Apptivo

Amazon Connect logo

Amazon Connect

Customer Support

Cloud contact center from AWS

From
Free
Free plan
Yes
Full reviewWebsite
Apptivo logo

Apptivo

CRM

A bundle of around fifty business apps sold on one per-user subscription

From
On request
Free plan
No
Full reviewWebsite

The short version

  • Only Amazon Connect has a free tier, so it costs nothing to try first.
  • Each has a real cost: Amazon Connect telephony is charged separately from the platform, so the $0.038 per minute voice rate is not the whole cost of a call; Apptivo the tiers gate the number of apps rather than only the depth, so a business that buys Lite at 15 US dollars because of the CRM and later needs an app in the 46-app Premium set faces a 67 per cent per-seat increase to unlock it.
  • They diverge on capability: Amazon Connect covers Voice, Apptivo covers CRM core.
  • Prices and features above were last checked on 31 August 2026.

Where they differ

Only the attributes on which Amazon Connect and Apptivo actually diverge.

Attributes where Amazon Connect and Apptivo differ
AttributeAmazon ConnectApptivo
Starting priceFreeOn request
Pricing modelusage-basedPer user per month
Free tierYesNo
PlatformsWebWeb, iOS, Android
CategoryCustomer SupportCRM
Founded2006Unknown

Identical on both: user rating (Not yet rated).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Amazon Connect

  • Voice
  • Chat
  • Tasks
  • ML-powered analytics
  • Contact Lens
  • Outbound campaigns
  • Forecasting
  • Salesforce

Only in Apptivo

  • CRM core
  • Invoicing and estimates
  • Project management
  • Field service
  • Help desk
  • Procurement and inventory
  • Custom apps and fields
  • Workflow automation

What people use each for

The jobs each tool is most often brought in to do.

Amazon Connect

  • Cloud contact centre with no per-seat licencenot Apptivo
  • Voice, chat, email and SMS in one queuenot Apptivo
  • Conversational analytics and agent assistnot Apptivo
  • Outbound campaigns and automated contactnot Apptivo
  • Workforce scheduling for contact centre agentsnot Apptivo

Apptivo

  • A ten-person consultancy that wants CRM, project timesheets and invoicing on one subscription instead of stitching three tools togethernot Amazon Connect
  • A distributor needing quotes, purchase orders and stock levels against the same customer record without an integration projectnot Amazon Connect
  • A service business replacing a spreadsheet-driven help desk that also wants the ticket history visible on the sales contactnot Amazon Connect
  • A business already paying separately for CRM, invoicing and project tools that wants to cut vendor count and consolidate billingnot Amazon Connect

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Amazon Connect

  • Telephony is charged separately from the platform, so the $0.038 per minute voice rate is not the whole cost of a call
  • Every channel is metered individually: $0.010 per chat message, $0.080 per email and $0.014 per SMS
  • Rates vary by region and by third-party provider, so a published figure is indicative rather than final
  • Cost tracks contact volume, which makes forecasting hard for a queue with seasonal peaks

Apptivo

  • The tiers gate the number of apps rather than only the depth, so a business that buys Lite at 15 US dollars because of the CRM and later needs an app in the 46-app Premium set faces a 67 per cent per-seat increase to unlock it.
  • Workflow automation is capped at 25 rules on both Lite and Premium, which is low for any business automating more than a basic sales process, and lifting it means jumping to Ultimate at 40 US dollars.
  • Each app is shallower than the dedicated product it replaces, so teams that outgrow one module end up buying a specialist tool anyway and lose the single-record advantage that justified the suite.
  • There is no free tier, only a 30-day trial, so evaluating the breadth properly against real data requires paying or rushing the trial window.
  • The interface is dense and inconsistent between apps because they were built over many years, which lengthens onboarding and produces persistent user complaints in teams that are not technically confident.

Pricing, plan by plan

Amazon Connect

Free
  • Pay-as-you-go$undefined/mo
    • Chat: $0.010 per message sent or received
    • Voice: $0.038 per minute
    • Email: $0.080 per message sent or received

Apptivo

On request
  • Lite$15/month
    • 18 apps
    • 100 custom fields per app
    • 25 workflows
  • Premium$25/month
    • 46 apps
    • 250 custom fields per app
    • 25 workflows
  • Ultimate$40/month
    • All apps
    • 350 custom fields per app
    • 150 workflows
  • Enterprise$undefined/month
    • 500 custom fields per app
    • 300 workflows
    • 100 custom dashboards

Which should you pick?

Choose Amazon Connect if

  • You need voice.
  • You want to start without paying.
  • You also want chat.
Amazon Connect review

Choose Apptivo if

  • You need crm core.
  • You work on Web, iOS, Android.
  • You also want invoicing and estimates.
Apptivo review

Questions people ask

Is Amazon Connect or Apptivo better?
Neither clearly leads. Amazon Connect starts at Free and Apptivo at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Amazon Connect or Apptivo?
Amazon Connect has a free tier; the other does not. Paid plans start at Free for Amazon Connect and On request for Apptivo.
Does Amazon Connect or Apptivo run on more platforms?
Amazon Connect runs on Web. Apptivo runs on Web, iOS, Android.
Can I use Amazon Connect for free?
Yes. Amazon Connect has a free tier, so you can try it without paying. Apptivo starts at On request.
What is Amazon Connect best used for?
Amazon Connect is most often used for cloud contact centre with no per-seat licence, voice, chat, email and sms in one queue, conversational analytics and agent assist, outbound campaigns and automated contact. Of those, cloud contact centre with no per-seat licence and voice, chat, email and sms in one queue are not what Apptivo is typically brought in for.
What can Amazon Connect do that Apptivo cannot?
Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. Apptivo covers CRM core, Invoicing and estimates, Project management, Field service.

Answered from the vendors’ own pages

Amazon Connect: How much does Amazon Connect cost?

Amazon Connect uses pay-as-you-go pricing with no minimums or long-term contracts. Costs are $0.010 per chat message, $0.038 per voice minute, $0.080 per email message, and $0.014 per SMS or third-party messaging message.

Source
Apptivo: Does Apptivo have a free plan?

No. There is a 30-day free trial; the cheapest ongoing plan is Lite at 15 US dollars per user per month billed annually.

Amazon Connect: Is Amazon Connect free to try?

Amazon Connect offers a free trial option for new customers to get started at no cost. Ongoing usage is charged based on consumption with no minimum commitment required.

Source
Apptivo: What is the real difference between Lite and Premium?

Mostly app count and dashboards: Lite opens 18 apps, Premium opens 46 with custom dashboards. Check which specific app you need before choosing on price.

Amazon Connect: What are Amazon Connect's per-channel pricing differences?

Communication channel costs vary: voice at $0.038 per minute is the most expensive, email at $0.080 per message, SMS at $0.014 per message, and chat at the lowest rate of $0.010 per message. All pricing is per message or per minute consumed with no unused portions charged.

Source
Apptivo: Is monthly billing more expensive?

Yes, by roughly a third. Lite is 15 annually versus 20 monthly, Premium 25 versus 30, Ultimate 40 versus 50.

Apptivo: Are all fifty apps really included?

Only on the top tiers. The lower tiers include a subset, and the app list per tier is the thing to verify before buying.

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