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Customer Support · head to head

Amazon Connect vs HubSpot Service Hub

Amazon Connect logo

Amazon Connect

Customer Support

Cloud contact center from AWS

From
Free
Rated
-
Full reviewWebsite
HubSpot Service Hub logo

HubSpot Service Hub

Customer Support

Customer service software for scaling companies

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; HubSpot Service Hub the free tier is capped at 2 users
  • They diverge on capability: Amazon Connect covers Voice, HubSpot Service Hub covers Ticketing.

Where they differ

Only the attributes on which Amazon Connect and HubSpot Service Hub actually diverge.

Attributes where Amazon Connect and HubSpot Service Hub differ
AttributeAmazon ConnectHubSpot Service Hub
Pricing modelusage-basedsubscription
PlatformsWebWeb, Ios, Android

Identical on both: starting price (Free), free tier (Yes), user rating (Not yet rated), category (Customer Support), founded (2006).

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 HubSpot Service Hub

  • Ticketing
  • Knowledge base
  • Customer feedback
  • Live chat
  • Conversational bots
  • Reporting
  • HubSpot CRM
  • Slack

Both cover

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

HubSpot Service Hub

  • Shared inbox and ticketing for a support teamnot Amazon Connect
  • Knowledge base and customer self-servicenot Amazon Connect
  • Live chat and chatbots on a websitenot Amazon Connect
  • Customer feedback surveys and CSATnot Amazon Connect
  • Support reporting tied into the HubSpot CRMnot 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

HubSpot Service Hub

  • The free tier is capped at 2 users
  • Professional carries a one-off onboarding fee of $1,500, and Enterprise $3,500, on top of the seat price
  • Seats are $90 a month billed monthly against $100 billed annually on Professional, so the annual commitment is not the cheaper option per month
  • AI features run on monthly credits, 500 on Starter and 3,000 on Professional, which do not roll over
  • Extra credits cost $0.010 each once the monthly allocation is spent

Pricing, plan by plan

Amazon Connect

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

HubSpot Service Hub

Free
  • FreeFree
    • Ticketing
    • Live chat
    • Calling
  • Starter$45/month
    • Conversation routing
    • Simple ticket automation
    • Multiple currencies
  • Professional$450/month
    • Knowledge base
    • Customer feedback
    • Custom reporting
  • Enterprise$1200/month
    • Goals
    • Conversation intelligence
    • Custom objects

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 HubSpot Service Hub if

  • You need ticketing.
  • You want to start without paying.
  • You work on Web, Ios, Android.
  • You also want knowledge base.
HubSpot Service Hub review

Questions people ask

Is Amazon Connect or HubSpot Service Hub better?
Neither clearly leads. Amazon Connect starts at Free and HubSpot Service Hub at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Amazon Connect or HubSpot Service Hub?
Amazon Connect starts at Free and HubSpot Service Hub at Free.
Does Amazon Connect or HubSpot Service Hub run on more platforms?
Amazon Connect runs on Web. HubSpot Service Hub 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 HubSpot Service Hub is typically brought in for.
What can Amazon Connect do that HubSpot Service Hub cannot?
Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. HubSpot Service Hub covers Ticketing, Knowledge base, Customer feedback, Live chat. Both handle Salesforce, SOC2, Web support.
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Related pages

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