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Software · head to head

Amazon Connect vs Heap

Amazon Connect logo

Amazon Connect

Software

Cloud contact center from AWS

From
Free
Rated
-
Full reviewWebsite
Heap logo

Heap

Software

Product analytics for the modern product team

From
Free
Rated
-
Full reviewWebsite

The short version

  • 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; Heap no built-in A/B testing or feature flags; requires integration with separate tools for experimentation
  • They diverge on capability: Amazon Connect covers Voice, Heap covers Autocapture.

Where they differ

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

Attributes where Amazon Connect and Heap differ
AttributeAmazon ConnectHeap
Pricing modelusage-basedUnknown
PlatformsWebWeb, iOS, Android
Founded20062013

Identical on both: starting price (Free), free tier (Yes), 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 Heap

  • Autocapture
  • Retroactive analytics
  • Session replay
  • Funnel analysis
  • User segmentation
  • Path analysis
  • Data science
  • Virtual events

Both cover

  • Salesforce
  • SOC2

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

Heap

  • User behavior analysisnot Amazon Connect
  • Conversion optimizationnot Amazon Connect
  • Product adoptionnot Amazon Connect
  • Customer journey mappingnot Amazon Connect
  • A/B testing 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

Heap

  • No built-in A/B testing or feature flags; requires integration with separate tools for experimentation
  • Group analytics and advanced features require a sales conversation, not self-serve
  • Cloud-only deployment; no self-hosted option for data security or compliance requirements
  • Session replay lacks developer debugging tools compared to PostHog
  • Pricing for Growth and Pro plans requires direct sales contact; no transparency on how pricing scales

Pricing, plan by plan

Amazon Connect

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

Heap

Free
  • FreeFree
    • Up to 10,000 monthly sessions
    • Basic charts
    • 6 months data history
  • Growth$null/custom
    • Custom session pricing
    • Sense AI assistant
    • 12 months data history
  • Pro$null/custom
    • Custom session pricing
    • Account analytics
    • Engagement matrix
  • Premier$null/custom
    • Custom session pricing
    • Data warehouse integration
    • Unlimited projects

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 Heap if

  • You need autocapture.
  • You want to start without paying.
  • You work on Web, iOS, Android.
  • You also want retroactive analytics.
Heap review

Questions people ask

Is Amazon Connect or Heap better?
Neither clearly leads. Amazon Connect starts at Free and Heap at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Amazon Connect or Heap?
Amazon Connect starts at Free and Heap at Free.
Does Amazon Connect or Heap run on more platforms?
Amazon Connect runs on Web. Heap runs on Web, iOS, Android.
Can I use Amazon Connect for free?
Both have a free tier, so you can try either at no cost before committing.
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 Heap is typically brought in for.
What can Amazon Connect do that Heap cannot?
Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. Heap covers Autocapture, Retroactive analytics, Session replay, Funnel analysis. Both handle Salesforce, SOC2.

Answered from the vendors’ own pages

Heap: What does Heap's autocapture feature do?

Heap's autocapture is a single code snippet that automatically captures every click, swipe, tap, pageview, and form fill on your website and apps without requiring manual event setup. Once installed, Heap captures the entire digital experience of every user on every platform with no ongoing engineering maintenance needed.

Source
Heap: What are Heap's pricing plans and how much do they cost?

Heap offers a Free plan for up to 10,000 monthly sessions. Growth, Pro, and Premier plans use custom session-based pricing that requires contacting sales for a quote. Free includes basic charts and 6 months data history. Growth adds the Sense AI assistant. Pro adds account analytics. Premier adds data warehouse integration and dedicated customer success management.

Source
Heap: Does Heap include session replay and A/B testing?

Heap includes integrated session replay showing exactly what users did on your site. However, Heap does not include built-in A/B testing or feature flags. Teams requiring these capabilities must use separate tools or integrate with third-party platforms.

Source
Heap: What integrations does Heap support?

Heap supports over 100 integrations connecting to business tools including marketing platforms, CRMs, and data warehouses. This allows insights to reach relevant teams and ensures data flows to other business systems automatically.

Source
Heap: Does Heap offer self-hosting or is it cloud-only?

Heap is cloud-only and does not offer self-hosted options. Organizations requiring on-premises deployment should consider alternatives like PostHog which supports self-hosting alongside its cloud product.

Source
Heap: What is Sense and how does it help with analytics?

Sense Chat is Heap's AI assistant that enables users to access analytics without extensive technical knowledge. It allows teams to ask questions about user behavior and get answers directly without lengthy onboarding or technical expertise, making insights more accessible to non-technical stakeholders.

Source
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