Customer Support · head to head
Amazon Connect vs Customerly
Customerly
Customer Support
Customer service suite with live chat and automation
- From
- Free
- Rated
- -
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; Customerly usage-based pricing of 0.50 EUR per conversation can become expensive at scale
- They diverge on capability: Amazon Connect covers Voice, Customerly covers Live chat.
Where they differ
Only the attributes on which Amazon Connect and Customerly actually diverge.
| Attribute | Amazon Connect | Customerly |
|---|---|---|
| Pricing model | usage-based | subscription |
| Platforms | Web | Web, Ios, Android |
| Founded | 2006 | 2015 |
Identical on both: starting price (Free), free tier (Yes), user rating (Not yet rated), category (Customer Support).
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 Customerly
- Live chat
- Email marketing
- Customer surveys
- Help center
- Automation
- Video chat
- Slack
- WordPress
Both cover
- 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 Customerly
- Voice, chat, email and SMS in one queuenot Customerly
- Conversational analytics and agent assistnot Customerly
- Outbound campaigns and automated contactnot Customerly
- Workforce scheduling for contact centre agentsnot Customerly
Customerly
- Customer supportnot Amazon Connect
- Lead generationnot Amazon Connect
- Email marketingnot Amazon Connect
- Customer feedbacknot 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
Customerly
- Usage-based pricing of 0.50 EUR per conversation can become expensive at scale
- Limited to 11-50 employees according to company size metrics
Pricing, plan by plan
Amazon Connect
Free- Pay-as-you-go$0.018/minute
- Voice minutes
- Free tier available
- No upfront costs
Customerly
Free- FreeFree
- 2 teammates
- Live chat
- Basic surveys
- Essential$9/month
- Unlimited chat
- Help center
- Automation
- Startup$29/month
- Video chat
- Funnels
- Priority support
- Pro$79/month
- White label
- Advanced analytics
- API access
Which should you pick?
Choose Amazon Connect if
- You need voice.
- You want to start without paying.
- You also want chat.
Choose Customerly if
- You need live chat.
- You want to start without paying.
- You work on Web, Ios, Android.
- You also want email marketing.
Questions people ask
- Is Amazon Connect or Customerly better?
- Neither clearly leads. Amazon Connect starts at Free and Customerly at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
- Which is cheaper, Amazon Connect or Customerly?
- Amazon Connect starts at Free and Customerly at Free.
- Does Amazon Connect or Customerly run on more platforms?
- Amazon Connect runs on Web. Customerly runs on Web, Ios, Android.
- 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 Customerly is typically brought in for.
- What can Amazon Connect do that Customerly cannot?
- Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. Customerly covers Live chat, Email marketing, Customer surveys, Help center. Both handle Web support.
Answered from the vendors’ own pages
Customerly: Where is Customerly's data stored?
All data is stored exclusively in the EU, providing GDPR compliance and data residency in European servers.
SourceCustomerly: What messaging channels does Customerly support?
Customerly integrates live chat, email, WhatsApp, Facebook Messenger, Instagram DMs, and mobile apps into a single unified inbox for managing customer conversations.
SourceCustomerly: How much of customer support can Customerly automate?
Customerly's AI assistant (Aura) handles up to 60 percent of customer conversations automatically, with the platform designed to handle 71 percent of support volume through automation.
Source