Softwr

Software · head to head

Amazon Connect vs Bold360

Amazon Connect logo

Amazon Connect

Software

Cloud contact center from AWS

From
Free
Rated
-
Full reviewWebsite
B

Bold360

Software

AI-powered customer engagement and service platform

From
On request
Rated
-
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; Bold360 bold360 as a standalone product is discontinued: the vendor's own domain bold360.com now 302-redirects (captured 8 January 2024) to genesys.com/capabilities/live-chat-software, and the live domain no longer resolves at all.
  • They diverge on capability: Amazon Connect covers Voice, Bold360 covers Live chat messaging.

Where they differ

Only the attributes on which Amazon Connect and Bold360 actually diverge.

Attributes where Amazon Connect and Bold360 differ
AttributeAmazon ConnectBold360
Starting priceFreeOn request
Pricing modelusage-basedsubscription
Free tierYesNo
PlatformsWebWeb, Mobile app, IOS, Android
Founded20062005

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

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
  • ServiceNow

Only in Bold360

  • Live chat messaging
  • AI chatbots
  • Email support
  • Knowledge base
  • IBM Watson
  • API
  • Webhooks
  • Mobile app support

Both cover

  • Salesforce
  • Web support

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 Bold360
  • Voice, chat, email and SMS in one queuenot Bold360
  • Conversational analytics and agent assistnot Bold360
  • Outbound campaigns and automated contactnot Bold360
  • Workforce scheduling for contact centre agentsnot Bold360

Bold360

  • Customer engagementnot Amazon Connect
  • Lead generationnot Amazon Connect
  • Customer supportnot Amazon Connect
  • Sales automationnot 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

Bold360

  • Bold360 as a standalone product is discontinued: the vendor's own domain bold360.com now 302-redirects (captured 8 January 2024) to genesys.com/capabilities/live-chat-software, and the live domain no longer resolves at all.

Pricing, plan by plan

Amazon Connect

Free
  • Pay-as-you-go$0.018/minute
    • Voice minutes
    • Free tier available
    • No upfront costs

Bold360

On request
  • Starter$75/month
    • Live chat
    • Basic AI
    • Chatbot
  • Professional$150/month
    • Advanced AI
    • Omnichannel
  • Enterprise$undefined/month
    • Custom solutions
    • Dedicated support

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 Bold360 if

  • You need live chat messaging.
  • You work on Web, Mobile app, IOS, Android.
  • You also want ai chatbots.
Bold360 review

Questions people ask

Is Amazon Connect or Bold360 better?
Neither clearly leads. Amazon Connect starts at Free and Bold360 at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Amazon Connect or Bold360?
Amazon Connect has a free tier; the other does not. Paid plans start at Free for Amazon Connect and On request for Bold360.
Does Amazon Connect or Bold360 run on more platforms?
Amazon Connect runs on Web. Bold360 runs on Web, Mobile app, IOS, Android.
Can I use Amazon Connect for free?
Yes. Amazon Connect has a free tier, so you can try it without paying. Bold360 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 Bold360 is typically brought in for.
What can Amazon Connect do that Bold360 cannot?
Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. Bold360 covers Live chat messaging, AI chatbots, Email support, Knowledge base. Both handle Salesforce, Web support.
ShareXLinkedInRedditWhatsAppEmail

Related pages

More on Amazon Connect

More on Bold360

Keep looking

Other head to heads