Customer Support · head to head
Amazon Connect vs Groove
Groove
Customer Support
Simple, powerful support for growing businesses
- From
- $12/month
- Rated
- -
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; Groove billed per ticket at $1 rather than per agent, so support cost scales with how many customers get in touch
- They diverge on capability: Amazon Connect covers Voice, Groove covers Shared inbox.
Where they differ
Only the attributes on which Amazon Connect and Groove actually diverge.
| Attribute | Amazon Connect | Groove |
|---|---|---|
| Starting price | Free | $12/month |
| Pricing model | usage-based | subscription |
| Free tier | Yes | No |
| Platforms | Web | Web, Ios, Android |
| Founded | 2006 | 2011 |
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
- ServiceNow
Only in Groove
- Shared inbox
- Knowledge base
- Live chat
- Automation rules
- Reporting
- Collision detection
- Slack
- Zapier
Both cover
- Salesforce
- 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 Groove
- Voice, chat, email and SMS in one queuenot Groove
- Conversational analytics and agent assistnot Groove
- Outbound campaigns and automated contactnot Groove
- Workforce scheduling for contact centre agentsnot Groove
Groove
- Shared inbox and help desk ticketing for small support teamsnot Amazon Connect
- Handling email, chat and messaging support in one queuenot 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
Groove
- Billed per ticket at $1 rather than per agent, so support cost scales with how many customers get in touch
- A minimum of 250 tickets a month applies, which is a $3,000 annual commitment before any usage
- A quiet month still pays the 250 ticket floor
- No mailbox limit is published
Pricing, plan by plan
Amazon Connect
Free- Pay-as-you-go$0.018/minute
- Voice minutes
- Free tier available
- No upfront costs
Groove
$12/month- Standard$12/month
- 1 mailbox
- Knowledge base
- Live chat
- Plus$20/month
- 5 mailboxes
- Full reporting
- Rules
- Pro$35/month
- 25 mailboxes
- Salesforce
- Enterprise SSO
Which should you pick?
Choose Amazon Connect if
- You need voice.
- You want to start without paying.
- You also want chat.
Choose Groove if
- You need shared inbox.
- You work on Web, Ios, Android.
- You also want knowledge base.
Questions people ask
- Is Amazon Connect or Groove better?
- Neither clearly leads. Amazon Connect starts at Free and Groove at $12/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
- Which is cheaper, Amazon Connect or Groove?
- Amazon Connect has a free tier; the other does not. Paid plans start at Free for Amazon Connect and $12/month for Groove.
- Does Amazon Connect or Groove run on more platforms?
- Amazon Connect runs on Web. Groove 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. Groove starts at $12/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 Groove is typically brought in for.
- What can Amazon Connect do that Groove cannot?
- Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. Groove covers Shared inbox, Knowledge base, Live chat, Automation rules. Both handle Salesforce, Web support.