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Customer Support · head to head

Amazon Connect vs Jira Service Management

Amazon Connect logo

Amazon Connect

Customer Support

Cloud contact center from AWS

From
Free
Rated
-
Full reviewWebsite
Jira Service Management logo

Jira Service Management

Customer Support

High-velocity service management

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; Jira Service Management pricing information not available on main product page; Atlassian does not publish standard rates on this landing page
  • They diverge on capability: Amazon Connect covers Voice, Jira Service Management covers Incident management.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Amazon Connect and Jira Service Management actually diverge.

Attributes where Amazon Connect and Jira Service Management differ
AttributeAmazon ConnectJira Service Management
Pricing modelusage-basedsubscription
PlatformsWebWeb, Ios, Android
Founded20062002

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

Only in Jira Service Management

  • Incident management
  • Change management
  • Problem management
  • Asset management
  • Knowledge management
  • SLAs
  • Jira Software
  • Confluence

Both cover

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

Jira Service Management

  • IT service managementnot Amazon Connect
  • Incident responsenot Amazon Connect
  • Change managementnot Amazon Connect
  • Asset trackingnot 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

Jira Service Management

  • Pricing information not available on main product page; Atlassian does not publish standard rates on this landing page
  • Customers must navigate to separate pricing section or contact sales for cost information

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

Jira Service Management

Free
  • FreeFree
    • 3 agents
    • Ticket management
    • Knowledge base
  • Standard$20/month
    • Unlimited customers
    • 250 agents
    • 20 GB storage
  • Premium$45/month
    • Advanced incident management
    • Asset management
    • Change management
  • Enterprise$undefined/month
    • Unlimited sites
    • 24/7 support
    • Data residency

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 Jira Service Management if

  • You need incident management.
  • You want to start without paying.
  • You work on Web, Ios, Android.
  • You also want change management.
Jira Service Management review

Questions people ask

Is Amazon Connect or Jira Service Management better?
Neither clearly leads. Amazon Connect starts at Free and Jira Service Management at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Amazon Connect or Jira Service Management?
Amazon Connect starts at Free and Jira Service Management at Free.
Does Amazon Connect or Jira Service Management run on more platforms?
Amazon Connect runs on Web. Jira Service Management 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 Jira Service Management is typically brought in for.
What can Amazon Connect do that Jira Service Management cannot?
Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. Jira Service Management covers Incident management, Change management, Problem management, Asset management. Both handle SOC2, FedRAMP, ISO27001, 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
Jira Service Management: How much does Jira Service Management cost?

Jira Service Management pricing is not published on the main product page. Atlassian requires customers to visit the dedicated pricing section or contact their sales team to obtain rates. Enterprise and volume discounts are available through individual consultation.

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
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
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