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Amazon Connect vs Hiver

Amazon Connect logo

Amazon Connect

Software

Cloud contact center from AWS

From
Free
Rated
-
Full reviewWebsite
Hiver logo

Hiver

Software

Gmail-based help desk

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; Hiver hiver tiers as captured 28 December 2023: Lite at $15/user/month capped at 2 shared inboxes (up to 10 users each), Pro at $39/user/month capped at 5 shared inboxes and 50 shared labels, Elite at $59/user/month, all annual pricing with higher month-to-month rates of $19/$49/$69
  • They diverge on capability: Amazon Connect covers Voice, Hiver covers Shared inbox.

Where they differ

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

Attributes where Amazon Connect and Hiver differ
AttributeAmazon ConnectHiver
Pricing modelusage-basedsubscription
PlatformsWebWeb, Chrome-extension
Founded20062011

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
  • Salesforce

Only in Hiver

  • Shared inbox
  • Email assignment
  • Collision detection
  • Email notes
  • Templates
  • Analytics
  • Gmail
  • Google Workspace

Both cover

  • SOC2
  • ISO27001
  • 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 Hiver
  • Voice, chat, email and SMS in one queuenot Hiver
  • Conversational analytics and agent assistnot Hiver
  • Outbound campaigns and automated contactnot Hiver
  • Workforce scheduling for contact centre agentsnot Hiver

Hiver

  • Shared inbox managementnot Amazon Connect
  • Customer support via Gmailnot Amazon Connect
  • Team email collaborationnot 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

Hiver

  • Hiver tiers as captured 28 December 2023: Lite at $15/user/month capped at 2 shared inboxes (up to 10 users each), Pro at $39/user/month capped at 5 shared inboxes and 50 shared labels, Elite at $59/user/month, all annual pricing with higher month-to-month rates of $19/$49/$69

Pricing, plan by plan

Amazon Connect

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

Hiver

Free
  • FreeFree
    • 2 users
    • Email management
    • Basic analytics
  • Lite$19/month
    • Unlimited users
    • Email templates
    • Notes & @mentions
  • Pro$49/month
    • CSAT surveys
    • SLA management
    • Custom reports
  • Elite$69/month
    • Round-robin
    • Skill-based routing
    • Okta 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 Hiver if

  • You need shared inbox.
  • You want to start without paying.
  • You work on Web, Chrome-extension.
  • You also want email assignment.
Hiver review

Questions people ask

Is Amazon Connect or Hiver better?
Neither clearly leads. Amazon Connect starts at Free and Hiver at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Amazon Connect or Hiver?
Amazon Connect starts at Free and Hiver at Free.
Does Amazon Connect or Hiver run on more platforms?
Amazon Connect runs on Web. Hiver runs on Web, Chrome-extension.
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 Hiver is typically brought in for.
What can Amazon Connect do that Hiver cannot?
Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. Hiver covers Shared inbox, Email assignment, Collision detection, Email notes. Both handle SOC2, ISO27001, Web support.
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Related pages

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