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Customer Support · head to head

Amazon Connect vs Gong

Amazon Connect logo

Amazon Connect

Customer Support

Cloud contact center from AWS

From
Free
Free plan
Yes
Full reviewWebsite
Gong logo

Gong

CRM

Revenue intelligence platform

From
$1600/user-per-year
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; Gong pricing not published; custom quotes and high platform fees make budget forecasting difficult
  • They diverge on capability: Amazon Connect covers Voice, Gong covers Call recording.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

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

Attributes where Amazon Connect and Gong differ
AttributeAmazon ConnectGong
Starting priceFree$1600/user-per-year
Pricing modelusage-basedUnknown
Free tierYesNo
PlatformsWebWeb, Cloud-based SaaS
CategoryCustomer SupportCRM
Founded20062016

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
  • ServiceNow

Only in Gong

  • Call recording
  • AI transcription
  • Deal intelligence
  • Market intelligence
  • Team coaching
  • HubSpot
  • Zoom
  • Microsoft Teams

Both cover

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

Gong

  • Call analysisnot Amazon Connect
  • Deal forecastingnot Amazon Connect
  • Sales coachingnot Amazon Connect
  • Win/loss analysisnot 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

Gong

  • Pricing not published; custom quotes and high platform fees make budget forecasting difficult
  • Built for sales calls only; limited contact center and multi-channel conversation coverage
  • Forecasting and Engage modules use keyword-based analysis with 20-30 minute processing delay, not generative AI
  • Conversation analysis cannot capture internal buyer meetings or decision-making discussions

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

Gong

$1600/user-per-year

No published plan breakdown. See the Gong 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 Gong if

  • You need call recording.
  • You work on Web, Cloud-based SaaS.
  • You also want ai transcription.
Gong review

Questions people ask

Is Amazon Connect or Gong better?
Neither clearly leads. Amazon Connect starts at Free and Gong at $1600/user-per-year, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Amazon Connect or Gong?
Amazon Connect has a free tier; the other does not. Paid plans start at Free for Amazon Connect and $1600/user-per-year for Gong.
Does Amazon Connect or Gong run on more platforms?
Amazon Connect runs on Web. Gong runs on Web, Cloud-based SaaS.
Can I use Amazon Connect for free?
Yes. Amazon Connect has a free tier, so you can try it without paying. Gong starts at $1600/user-per-year.
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 Gong is typically brought in for.
What can Amazon Connect do that Gong cannot?
Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. Gong covers Call recording, AI transcription, Deal intelligence, Market intelligence. Both handle Salesforce, HIPAA, 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
Gong: How much does Gong cost?

Gong pricing starts around $1,600 per user per year, with a mandatory platform fee of $5,000-$50,000 annually. Exact pricing is custom and requires a sales consultation.

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
Gong: Does Gong integrate with Salesforce?

Yes. Gong integrates with Salesforce via REST API to import account data and export conversation summaries, enabling searchable calls by CRM fields.

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
Gong: What conversations can Gong capture?

Gong was built primarily for sales call analysis and captures calls through integrations with major dialer systems. Coverage for contact center and multi-channel conversations is limited.

Source
Gong: Does Gong have an on-premise option?

Gong is a cloud-based SaaS platform without an on-premise deployment option. All conversation analysis and storage occurs in Gong's cloud infrastructure.

Source
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