Softwr

Customer Support · head to head

Amazon Connect vs Gorgias

Amazon Connect logo

Amazon Connect

Customer Support

Cloud contact center from AWS

From
Free
Rated
-
Full reviewWebsite
Gorgias logo

Gorgias

Live Chat & Chatbots

E-commerce helpdesk built for Shopify

From
$10/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; Gorgias helpdesk plans are metered by ticket volume, scaling from 50 to 5,000 tickets a month rather than a flat per-agent fee
  • They diverge on capability: Amazon Connect covers Voice, Gorgias covers Omnichannel inbox.

Where they differ

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

Attributes where Amazon Connect and Gorgias differ
AttributeAmazon ConnectGorgias
Starting priceFree$10/month
Free tierYesNo
PlatformsWebWeb, Ios, Android
CategoryCustomer SupportLive Chat & Chatbots
Founded20062015

Identical on both: pricing model (usage-based), 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 Gorgias

  • Omnichannel inbox
  • Order management
  • Macros
  • Automation
  • Revenue tracking
  • Self-service
  • Shopify
  • BigCommerce

Both cover

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

Gorgias

  • E-commerce support teams wanting AI-resolved conversations billed only on successful resolutionsnot 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

Gorgias

  • Helpdesk plans are metered by ticket volume, scaling from 50 to 5,000 tickets a month rather than a flat per-agent fee
  • The AI Agent is billed separately per resolved conversation on every plan rather than included in the flat seat or ticket price

Pricing, plan by plan

Amazon Connect

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

Gorgias

$10/month
  • Starter$10/month
    • 50 tickets/month
    • 3 user seats
    • Email & social
  • Basic$60/month
    • 300 tickets/month
    • Unlimited users
    • Phone support
  • Pro$360/month
    • 2000 tickets/month
    • Advanced automation
    • Revenue statistics
  • Advanced$900/month
    • 5000 tickets/month
    • Dedicated CSM
    • Custom integrations

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 Gorgias if

  • You need omnichannel inbox.
  • You work on Web, Ios, Android.
  • You also want order management.
Gorgias review

Questions people ask

Is Amazon Connect or Gorgias better?
Neither clearly leads. Amazon Connect starts at Free and Gorgias at $10/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Amazon Connect or Gorgias?
Amazon Connect has a free tier; the other does not. Paid plans start at Free for Amazon Connect and $10/month for Gorgias.
Does Amazon Connect or Gorgias run on more platforms?
Amazon Connect runs on Web. Gorgias 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. Gorgias starts at $10/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 Gorgias is typically brought in for.
What can Amazon Connect do that Gorgias cannot?
Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. Gorgias covers Omnichannel inbox, Order management, Macros, Automation. Both handle SOC2, Web support.
ShareXLinkedInRedditWhatsAppEmail

Related pages

More on Amazon Connect

More on Gorgias

Keep looking

Other head to heads