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Amazon Connect vs Gladly

Amazon Connect logo

Amazon Connect

Software

Cloud contact center from AWS

From
Free
Rated
-
Full reviewWebsite
Gladly logo

Gladly

Software

Radically personal customer service

From
$180/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; Gladly no pricing is published at any level, and the pricing page states no per agent cost, per conversation rate, minimum commitment or feature tiers
  • They diverge on capability: Amazon Connect covers Voice, Gladly covers Lifelong conversation.

Where they differ

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

Attributes where Amazon Connect and Gladly differ
AttributeAmazon ConnectGladly
Starting priceFree$180/month
Pricing modelusage-basedsubscription
Free tierYesNo
PlatformsWebWeb, Ios, Android
Founded20062014

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 Gladly

  • Lifelong conversation
  • Omnichannel support
  • Customer timeline
  • Task management
  • Knowledge base
  • IVR
  • Shopify
  • Magento

Both cover

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

Gladly

  • Customer service built around a single customer record rather than ticketsnot Amazon Connect
  • Handling support conversations across voice, messaging and emailnot 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

Gladly

  • No pricing is published at any level, and the pricing page states no per agent cost, per conversation rate, minimum commitment or feature tiers
  • The pricing page presents outcome statistics in place of any cost information
  • Every route to a figure goes through a demo or sales conversation

Pricing, plan by plan

Amazon Connect

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

Gladly

$180/month
  • Hero$180/month
    • All channels
    • Customer timeline
    • Knowledge base
  • Superhero$210/month
    • Everything in Hero
    • Custom reporting
    • Advanced rules

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 Gladly if

  • You need lifelong conversation.
  • You work on Web, Ios, Android.
  • You also want omnichannel support.
Gladly review

Questions people ask

Is Amazon Connect or Gladly better?
Neither clearly leads. Amazon Connect starts at Free and Gladly at $180/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Amazon Connect or Gladly?
Amazon Connect has a free tier; the other does not. Paid plans start at Free for Amazon Connect and $180/month for Gladly.
Does Amazon Connect or Gladly run on more platforms?
Amazon Connect runs on Web. Gladly 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. Gladly starts at $180/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 Gladly is typically brought in for.
What can Amazon Connect do that Gladly cannot?
Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. Gladly covers Lifelong conversation, Omnichannel support, Customer timeline, Task management. Both handle Salesforce, SOC2, PCI DSS, Web support.
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