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Customer Support · head to head

Amazon Connect vs Groove

Amazon Connect logo

Amazon Connect

Customer Support

Cloud contact center from AWS

From
Free
Rated
-
Full reviewWebsite
Groove logo

Groove

Customer Support

Simple, powerful support for growing businesses

From
$12/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; 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.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

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

Attributes where Amazon Connect and Groove differ
AttributeAmazon ConnectGroove
Starting priceFree$12/month
Pricing modelusage-basedsubscription
Free tierYesNo
PlatformsWebWeb, Ios, Android
Founded20062011

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$undefined/mo
    • Chat: $0.010 per message sent or received
    • Voice: $0.038 per minute
    • Email: $0.080 per message sent or received

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.
Amazon Connect review

Choose Groove if

  • You need shared inbox.
  • You work on Web, Ios, Android.
  • You also want knowledge base.
Groove review

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.

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
Groove: How is Helply priced?

Helply uses per-ticket pricing at 1 dollar per ticket. This single price covers all features including resolutions, drafts, churn alerts, upsell flags, feature requests, and documentation.

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
Groove: Do I need to pay per team member for Helply?

No, Helply charges per ticket, not per seat. You can bring your entire team, AEs, PMs, and integrations without additional per-person charges.

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
Groove: What's included in Helply's per-ticket price?

The per-ticket price of 1 dollar includes resolutions, drafts, churn alerts, upsell flags, feature requests, documentation, and all AI capabilities with no separate add-on charges.

Source
Groove: Is there a free trial for Helply?

Helply offers a free 12-minute demo walkthrough. Enterprise plans are also available for larger organizations.

Source
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