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Customer Support · head to head

Amazon Connect vs Crossbeam

Amazon Connect logo

Amazon Connect

Customer Support

Cloud contact center from AWS

From
Free
Rated
-
Full reviewWebsite
Crossbeam logo

Crossbeam

Affiliate Marketing

Partner ecosystem platform for revenue teams

From
Free
Rated
-
Full reviewWebsite

The short version

  • 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; Crossbeam the first paid plan is $4,800 a year and includes a single full access seat, with additional seats at $1,800 a year each
  • They diverge on capability: Amazon Connect covers Voice, Crossbeam covers Account mapping.

Where they differ

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

Attributes where Amazon Connect and Crossbeam differ
AttributeAmazon ConnectCrossbeam
Pricing modelusage-basedsubscription
CategoryCustomer SupportAffiliate Marketing
Founded20062018

Identical on both: starting price (Free), free tier (Yes), platforms (Web), 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
  • ServiceNow

Only in Crossbeam

  • Account mapping
  • Secure data sharing
  • Co-selling workflows
  • Partner scoring
  • Revenue attribution
  • HubSpot
  • Slack
  • Snowflake

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

Crossbeam

  • Mapping overlapping accounts and pipeline with partner companiesnot Amazon Connect
  • Running a partner ecosystem programme with shared datanot 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

Crossbeam

  • The first paid plan is $4,800 a year and includes a single full access seat, with additional seats at $1,800 a year each
  • The free plan caps Deal Navigator and Pipeline Generation at 10 records each and offers no record exports at all
  • Record exports are the ladder, at 5,000 on Connector, 25,000 on Supernode and 100,000 on Enterprise
  • Sales seats are a separate $40 per user per month on top of the plan
  • SAML SSO and advanced access controls are excluded from the Connector plan
  • Both upper tiers are custom priced

Pricing, plan by plan

Amazon Connect

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

Crossbeam

Free
  • FreeFree
    • Unlimited partners
    • Account mapping
    • Basic analytics

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 Crossbeam if

  • You need account mapping.
  • You want to start without paying.
  • You also want secure data sharing.
Crossbeam review

Questions people ask

Is Amazon Connect or Crossbeam better?
Neither clearly leads. Amazon Connect starts at Free and Crossbeam at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Amazon Connect or Crossbeam?
Amazon Connect starts at Free and Crossbeam at Free.
Does Amazon Connect or Crossbeam run on more platforms?
Both run on Web, so platform support will not decide this one for you.
Can I use Amazon Connect for free?
Both have a free tier, so you can try either at no cost before committing.
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 Crossbeam is typically brought in for.
What can Amazon Connect do that Crossbeam cannot?
Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. Crossbeam covers Account mapping, Secure data sharing, Co-selling workflows, Partner scoring. Both handle Salesforce, Web support.
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