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Amazon Connect vs Lattice

Amazon Connect logo

Amazon Connect

Software

Cloud contact center from AWS

From
Free
Rated
-
Full reviewWebsite
Lattice logo

Lattice

Software

People management platform for growing companies

From
$11/month
Rated
-
Full reviewWebsite

The short version

  • Only Amazon Connect has a free tier, so it costs nothing to try first.
  • 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; Lattice a $4,000 minimum annual agreement applies, so the per seat prices only describe the cost above that floor
  • They diverge on capability: Amazon Connect covers Voice, Lattice covers Performance reviews.

Where they differ

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

Attributes where Amazon Connect and Lattice differ
AttributeAmazon ConnectLattice
Starting priceFree$11/month
Pricing modelusage-basedsubscription
Free tierYesNo
PlatformsWebWeb, Ios, Android, Api
Founded20062015

Identical on both: 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 Lattice

  • Performance reviews
  • OKRs & goal tracking
  • Employee engagement surveys
  • 1-on-1 meetings
  • Continuous feedback
  • Compensation management
  • Career development
  • People analytics

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

Lattice

  • Running performance reviews, goals and engagement surveysnot Amazon Connect
  • Managing compensation cycles and career development frameworksnot 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

Lattice

  • A $4,000 minimum annual agreement applies, so the per seat prices only describe the cost above that floor
  • Billing is annual only
  • The platform is sold as three separate base products at $10, $8 and $4 per seat per month, so a full deployment stacks rather than being one price
  • Compensation and Grow are further add ons at $6 and $4 per seat per month on top

Pricing, plan by plan

Amazon Connect

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

Lattice

$11/month
  • Performance Management$11/month
    • Performance reviews
    • Goals & OKRs
    • 1-on-1s
  • Performance + Engagement$15/month
    • Everything in Performance
    • Engagement surveys
    • Pulse surveys
  • Enterprise$undefined/month
    • All features
    • Advanced analytics
    • Custom integrations

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 Lattice if

  • You need performance reviews.
  • You work on Web, Ios, Android, Api.
  • You also want okrs & goal tracking.
Lattice review

Questions people ask

Is Amazon Connect or Lattice better?
Neither clearly leads. Amazon Connect starts at Free and Lattice at $11/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Amazon Connect or Lattice?
Amazon Connect has a free tier; the other does not. Paid plans start at Free for Amazon Connect and $11/month for Lattice.
Does Amazon Connect or Lattice run on more platforms?
Amazon Connect runs on Web. Lattice runs on Web, Ios, Android, Api.
Can I use Amazon Connect for free?
Yes. Amazon Connect has a free tier, so you can try it without paying. Lattice starts at $11/month.
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 Lattice is typically brought in for.
What can Amazon Connect do that Lattice cannot?
Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. Lattice covers Performance reviews, OKRs & goal tracking, Employee engagement surveys, 1-on-1 meetings.
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