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Software · head to head

Amazon Connect vs Capacity

Amazon Connect logo

Amazon Connect

Software

Cloud contact center from AWS

From
Free
Rated
-
Full reviewWebsite
Capacity logo

Capacity

Software

AI-powered customer service automation 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; Capacity two-part pricing, an annual platform fee plus usage, so the bill is not knowable from the tier alone
  • They diverge on capability: Amazon Connect covers Voice, Capacity covers AI chatbot.

Where they differ

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

Attributes where Amazon Connect and Capacity differ
AttributeAmazon ConnectCapacity
Starting priceFreeOn request
Pricing modelusage-basedsubscription
Free tierYesNo
PlatformsWebWeb, Mobile, Chat widgets, API
Founded20062016

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
  • SAP

Only in Capacity

  • AI chatbot
  • Knowledge management
  • Multi-channel support
  • Analytics
  • Slack
  • Mobile support
  • Chat widgets support
  • API support

Both cover

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

Capacity

  • Knowledge base and helpdesk deflectionnot Amazon Connect
  • AI agents answering across chat, voice, email and SMSnot Amazon Connect
  • Real-time assistance for human agents on a callnot Amazon Connect
  • Automating multi-step support workflowsnot Amazon Connect
  • Regulated support environments needing the HIPAA packagenot 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

Capacity

  • Two-part pricing, an annual platform fee plus usage, so the bill is not knowable from the tier alone
  • AI usage is metered by channel: per response on chat and email, per minute on voice and per message on SMS
  • Agent Assist and conversation intelligence are charged per hour of agent time on top
  • Live chat, agent assist and conversation intelligence require the Pro tier
  • The HIPAA package and advanced workflows are Enterprise only
  • No prices are published for any tier

Pricing, plan by plan

Amazon Connect

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

Capacity

On request
  • Starter$125/month
    • AI chatbot
    • Up to 50 articles
  • Professional$300/month
    • Unlimited articles
    • Advanced AI
  • Enterprise$undefined/month
    • Full customization
    • 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 Capacity if

  • You need ai chatbot.
  • You work on Web, Mobile, Chat widgets, API.
  • You also want knowledge management.
Capacity review

Questions people ask

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