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Customer Support · head to head

Amazon Connect vs Kylas

Amazon Connect logo

Amazon Connect

Customer Support

Cloud contact center from AWS

From
Free
Free plan
Yes
Full reviewWebsite
Kylas logo

Kylas

CRM

Indian sales CRM sold at a flat monthly rate with unlimited users instead of per seat

From
Free
Free plan
Yes
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; Kylas unlimited users only moves the meter rather than removing it: records are capped, and expanding beyond one hundred thousand costs 500 INR per twenty thousand, which becomes the real cost driver for any business with a large lead database.
  • They diverge on capability: Amazon Connect covers Voice, Kylas covers Unlimited users on every plan.
  • Prices and features above were last checked on 31 August 2026.

Where they differ

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

Attributes where Amazon Connect and Kylas differ
AttributeAmazon ConnectKylas
Pricing modelusage-basedFlat rate per month, unlimited users
PlatformsWebWeb, iOS, Android
CategoryCustomer SupportCRM
Founded2006Unknown

Identical on both: starting price (Free), free tier (Yes), user rating (Not yet rated).

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 Kylas

  • Unlimited users on every plan
  • Lead and deal management
  • Record based limits
  • Workflow automation
  • Quotation management
  • Telephony integrations
  • WhatsApp and SMS
  • BI analytics add-on

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

Kylas

  • A twenty five person Indian inside sales team where per seat CRM pricing would cost several times a flat monthly ratenot Amazon Connect
  • A company that wants every employee including support and delivery staff to see customer records without buying them seatsnot Amazon Connect
  • A business with high sales headcount turnover that does not want to renegotiate licence counts every quarternot Amazon Connect
  • An Indian SME needing native WhatsApp, IndiaMART and local telephony connections rather than a Western CRM with adaptersnot 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

Kylas

  • Unlimited users only moves the meter rather than removing it: records are capped, and expanding beyond one hundred thousand costs 500 INR per twenty thousand, which becomes the real cost driver for any business with a large lead database.
  • Core functionality such as workflows, email templates and email tracking is sold as separate add-ons from 500 to 800 INR a month, so the advertised flat rate is not what an automated sales operation actually pays.
  • The free Embark plan caps records at ten thousand and explicitly cannot be expanded, so it is a trial with no upgrade path in place rather than a workable long term free tier.
  • Kylas is built around Indian sales practice and its integration marketplace is dominated by Indian telephony, payments and lead sources, which makes it a poor fit for companies selling primarily into Europe or North America.
  • Onboarding is charged at 25,000 INR one-off with training at 5,000 INR per three hour session, so first year cost is meaningfully above twelve months of subscription.

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

Kylas

Free
  • EmbarkFree
    • Free for life
    • Unlimited users
    • Ten thousand records, not expandable
  • Elevate$12999/month
    • Flat rate for unlimited users, not per seat
    • One hundred thousand records, expandable
    • Quarterly, half-yearly and annual billing terms
  • Exceed$undefined/month
    • Custom pricing
    • Unlimited users
    • Around 1.1 million records, adjustable

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 Kylas if

  • You need unlimited users on every plan.
  • You want to start without paying.
  • You work on Web, iOS, Android.
  • You also want lead and deal management.
Kylas review

Questions people ask

Is Amazon Connect or Kylas better?
Neither clearly leads. Amazon Connect starts at Free and Kylas at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Amazon Connect or Kylas?
Amazon Connect starts at Free and Kylas at Free.
Does Amazon Connect or Kylas run on more platforms?
Amazon Connect runs on Web. Kylas 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 Kylas is typically brought in for.
What can Amazon Connect do that Kylas cannot?
Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. Kylas covers Unlimited users on every plan, Lead and deal management, Record based limits, Workflow automation.

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
Kylas: What does Kylas cost?

The Elevate plan is a flat rate of about 12,999 INR per month for unlimited users, with quarterly, half-yearly and annual terms. There is a free Embark plan and a custom Exceed tier.

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
Kylas: Does unlimited users really mean unlimited?

Yes for seats. The limit is on records: ten thousand on the free plan, one hundred thousand on Elevate, expandable at 500 INR per twenty thousand.

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
Kylas: What is not included in the flat rate?

Workflows, email templates, email tracking, the security module and BI analytics are add-ons from 500 to 5,000 INR per month. Onboarding is 25,000 INR one-off.

Kylas: Is it usable outside India?

It works, but the integration marketplace and sales workflows are built for the Indian market and the pricing is quoted in rupees.

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