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Amazon Connect vs Front

Amazon Connect logo

Amazon Connect

Software

Cloud contact center from AWS

From
Free
Rated
-
Full reviewWebsite
Front logo

Front

Software

Where teams collaborate on customer communication

From
$25/month per seat
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; Front starter tier limited to single-channel support; omnichannel support requires Professional tier
  • They diverge on capability: Amazon Connect covers Voice, Front covers Shared inbox.

Where they differ

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

Attributes where Amazon Connect and Front differ
AttributeAmazon ConnectFront
Starting priceFree$25/month per seat
Pricing modelusage-basedsubscription
Free tierYesNo
PlatformsWebCloud-based SaaS
Founded20062013

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
  • ServiceNow

Only in Front

  • Shared inbox
  • Email collaboration
  • Omnichannel messaging
  • Analytics
  • Workflows
  • Integrations
  • HubSpot
  • Slack

Both cover

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

Front

  • Multi-team customer support across email, chat, SMS channelsnot Amazon Connect
  • Enterprises using AI to resolve complex multi-step customer requestsnot 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

Front

  • Starter tier limited to single-channel support; omnichannel support requires Professional tier
  • AI Copilot, Smart QA, and Smart CSAT are included only in Enterprise tier ($105/seat/month); available as add-ons at higher cost in lower tiers
  • Starter tier limited to 10 automation rules; Professional tier allows 20; unlimited rules only in Enterprise
  • Advanced analytics excluded from Starter tier

Pricing, plan by plan

Amazon Connect

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

Front

$25/month per seat

No published plan breakdown. See the Front review.

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 Front if

  • You need shared inbox.
  • You work on Cloud-based SaaS.
  • You also want email collaboration.
Front review

Questions people ask

Is Amazon Connect or Front better?
Neither clearly leads. Amazon Connect starts at Free and Front at $25/month per seat, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Amazon Connect or Front?
Amazon Connect has a free tier; the other does not. Paid plans start at Free for Amazon Connect and $25/month per seat for Front.
Does Amazon Connect or Front run on more platforms?
Amazon Connect runs on Web. Front runs on Cloud-based SaaS.
Can I use Amazon Connect for free?
Yes. Amazon Connect has a free tier, so you can try it without paying. Front starts at $25/month per seat.
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 Front is typically brought in for.
What can Amazon Connect do that Front cannot?
Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. Front covers Shared inbox, Email collaboration, Omnichannel messaging, Analytics. Both handle Salesforce, SOC2, Web support.
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Related pages

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