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Amazon Connect vs LiveChat

Amazon Connect logo

Amazon Connect

Software

Cloud contact center from AWS

From
Free
Rated
-
Full reviewWebsite
LiveChat logo

LiveChat

Software

Customer service software that delights

From
$20/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; LiveChat the Starter plan retains only 60 days of chat history, so an audit trail requires the Team plan at $49 per person per month
  • They diverge on capability: Amazon Connect covers Voice, LiveChat covers Live chat.

Where they differ

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

Attributes where Amazon Connect and LiveChat differ
AttributeAmazon ConnectLiveChat
Starting priceFree$20/month
Pricing modelusage-basedsubscription
Free tierYesNo
PlatformsWebWeb, Ios, Android, Desktop
Founded20062002

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
  • ServiceNow

Only in LiveChat

  • Live chat
  • Ticketing
  • Chat routing
  • Analytics
  • Canned responses
  • File sharing
  • Shopify
  • WordPress

Both cover

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

LiveChat

  • Live chat support on a website with agent routingnot Amazon Connect
  • Handling customer conversations across chat, SMS and messaging channelsnot 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

LiveChat

  • The Starter plan retains only 60 days of chat history, so an audit trail requires the Team plan at $49 per person per month
  • Pricing is per agent, so support cost scales with headcount rather than with conversation volume
  • AI reply suggestions are capped by plan, at 3 knowledge sources on Starter and 10 above it
  • Surveys and eye catchers are predefined rather than customisable below the Enterprise plan
  • SSO, white labelling and HIPAA compliance are Enterprise only

Pricing, plan by plan

Amazon Connect

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

LiveChat

$20/month
  • Starter$20/month
    • 60-day chat history
    • Basic customization
    • Ticketing system
  • Team$41/month
    • Unlimited history
    • Advanced reporting
    • Branding removal
  • Business$59/month
    • Staffing prediction
    • Work scheduler
    • Apple Business Chat
  • Enterprise$undefined/month
    • Dedicated account manager
    • Product training
    • 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 LiveChat if

  • You need live chat.
  • You work on Web, Ios, Android, Desktop.
  • You also want ticketing.
LiveChat review

Questions people ask

Is Amazon Connect or LiveChat better?
Neither clearly leads. Amazon Connect starts at Free and LiveChat at $20/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Amazon Connect or LiveChat?
Amazon Connect has a free tier; the other does not. Paid plans start at Free for Amazon Connect and $20/month for LiveChat.
Does Amazon Connect or LiveChat run on more platforms?
Amazon Connect runs on Web. LiveChat runs on Web, Ios, Android, Desktop.
Can I use Amazon Connect for free?
Yes. Amazon Connect has a free tier, so you can try it without paying. LiveChat starts at $20/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 LiveChat is typically brought in for.
What can Amazon Connect do that LiveChat cannot?
Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. LiveChat covers Live chat, Ticketing, Chat routing, Analytics. Both handle Salesforce, PCI DSS, Web support.
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