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Customer Support · head to head

Amazon Connect vs Freshservice

Amazon Connect logo

Amazon Connect

Customer Support

Cloud contact center from AWS

From
Free
Rated
-
Full reviewWebsite
Freshservice logo

Freshservice

Customer Support

Modern IT service management

From
$19/month
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; Freshservice change, problem and release management require the Pro plan at $99 per agent per month, so core ITIL processes sit two tiers up
  • They diverge on capability: Amazon Connect covers Voice, Freshservice covers Incident management.

Where they differ

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

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

Identical on both: 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 Freshservice

  • Incident management
  • Asset management
  • Change management
  • Knowledge base
  • Automation
  • Reporting
  • Slack
  • Microsoft Teams

Both cover

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

Freshservice

  • IT service management and internal help desk ticketingnot Amazon Connect
  • Asset management and change control for IT teamsnot 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

Freshservice

  • Change, problem and release management require the Pro plan at $99 per agent per month, so core ITIL processes sit two tiers up
  • Every plan includes only 100 ITAM asset units, with more sold separately regardless of tier
  • Orchestration transactions are metered monthly, from 1,000 on Starter to 20,000 on Enterprise, with extra packs at $250 per 1,000
  • The Freddy AI copilot is a $29 per agent per month add on on top of Pro or Enterprise
  • Sandbox and audit logs are Enterprise only, which carries no published price

Pricing, plan by plan

Amazon Connect

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

Freshservice

$19/month
  • Starter$19/month
    • Incident management
    • Knowledge base
    • Self-service portal
  • Growth$49/month
    • Asset management
    • Approval workflows
    • SLA management
  • Pro$95/month
    • Problem management
    • Change management
    • Release management
  • Enterprise$119/month
    • Freddy AI
    • Audit logs
    • Custom SSL

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 Freshservice if

  • You need incident management.
  • You work on Web, Ios, Android.
  • You also want asset management.
Freshservice review

Questions people ask

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