Softwr

Customer Support · head to head

Amazon Connect vs Freshsales

Amazon Connect logo

Amazon Connect

Customer Support

Cloud contact center from AWS

From
Free
Free plan
Yes
Full reviewWebsite
Freshsales logo

Freshsales

CRM

Smart CRM for growing businesses

From
$19/month
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; Freshsales contact scoring, sales sequences and territory management require the Pro plan at $39 per user per month, more than four times the Growth price
  • They diverge on capability: Amazon Connect covers Voice, Freshsales covers Contact management.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

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

Attributes where Amazon Connect and Freshsales differ
AttributeAmazon ConnectFreshsales
Starting priceFree$19/month
Pricing modelusage-basedsubscription
Free tierYesNo
PlatformsWebWeb, Ios, Android
CategoryCustomer SupportCRM
Founded20062010

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 Freshsales

  • Contact management
  • Lead scoring
  • Sales pipeline
  • Activity tracking
  • Email sync
  • AI insights
  • Workflow automation
  • Gmail

Both cover

  • SOC2
  • ISO27001
  • 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 Freshsales
  • Voice, chat, email and SMS in one queuenot Freshsales
  • Conversational analytics and agent assistnot Freshsales
  • Outbound campaigns and automated contactnot Freshsales
  • Workforce scheduling for contact centre agentsnot Freshsales

Freshsales

  • Sales CRM with built in email, phone and chatnot Amazon Connect
  • Managing deals, pipelines and sales sequencesnot 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

Freshsales

  • Contact scoring, sales sequences and territory management require the Pro plan at $39 per user per month, more than four times the Growth price
  • Forecasting insights, custom modules, sandbox and audit logs are Enterprise only at $59 per user per month
  • Every published price requires annual billing
  • The Freddy AI agent is billed separately at $49 per 100 sessions
  • Branded documents are a further $19 per user add on
  • No contact limits are stated for any tier on the pricing page

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

Freshsales

$19/month
  • Starter$19/month
    • Contact & account management
    • Pipeline management
  • Growth$39/month
    • Everything in Starter
    • Sales automation
    • Territory management
  • Pro$65/month
    • Everything in Growth
    • Forecasting
    • Advanced customization

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 Freshsales if

  • You need contact management.
  • You work on Web, Ios, Android.
  • You also want lead scoring.
Freshsales review

Questions people ask

Is Amazon Connect or Freshsales better?
Neither clearly leads. Amazon Connect starts at Free and Freshsales at $19/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Amazon Connect or Freshsales?
Amazon Connect has a free tier; the other does not. Paid plans start at Free for Amazon Connect and $19/month for Freshsales.
Does Amazon Connect or Freshsales run on more platforms?
Amazon Connect runs on Web. Freshsales 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. Freshsales starts at $19/month.
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 Freshsales is typically brought in for.
What can Amazon Connect do that Freshsales cannot?
Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. Freshsales covers Contact management, Lead scoring, Sales pipeline, Activity tracking. Both handle SOC2, ISO27001, Web support.

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
Freshsales: Is there a free trial for Freshsales?

Yes, Freshsales offers a 21-day free trial with no credit card required and no strings attached.

Source
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
Freshsales: How do I learn pricing for Freshsales?

Pricing is not listed on the main product pages. The site directs users to request a demo or sign up for the free trial to discuss pricing with the sales team.

Source
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
Freshsales: Is a demo required to see pricing?

The site prominently features demo and trial signup options, suggesting that pricing is discussed during the sales consultation process rather than published as standard tiers.

Source
Share

Related pages

More on Amazon Connect

More on Freshsales

Keep looking

Other head to heads