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Customer Support · head to head

Amazon Connect vs Microsoft Dynamics 365 Chat

Amazon Connect logo

Amazon Connect

Customer Support

Cloud contact center from AWS

From
Free
Free plan
Yes
Full reviewWebsite
Microsoft Dynamics 365 Chat logo

Microsoft Dynamics 365 Chat

Live Chat

Omnichannel chat solution integrated with Microsoft ecosystem

From
On request
Free plan
No
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; Microsoft Dynamics 365 Chat specific pricing not disclosed on product page
  • They diverge on capability: Amazon Connect covers Voice, Microsoft Dynamics 365 Chat covers Omnichannel messaging.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Amazon Connect and Microsoft Dynamics 365 Chat actually diverge.

Attributes where Amazon Connect and Microsoft Dynamics 365 Chat differ
AttributeAmazon ConnectMicrosoft Dynamics 365 Chat
Starting priceFreeOn request
Pricing modelusage-basedsubscription
Free tierYesNo
PlatformsWebWeb, Mobile app, IOS, Android
CategoryCustomer SupportLive Chat
Founded20061975

Identical on both: 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 Microsoft Dynamics 365 Chat

  • Omnichannel messaging
  • Live chat
  • Email support
  • Social media integration
  • Outlook
  • Teams
  • 365
  • Power BI

Both cover

  • 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 Microsoft Dynamics 365 Chat
  • Voice, chat, email and SMS in one queuenot Microsoft Dynamics 365 Chat
  • Conversational analytics and agent assistnot Microsoft Dynamics 365 Chat
  • Outbound campaigns and automated contactnot Microsoft Dynamics 365 Chat
  • Workforce scheduling for contact centre agentsnot Microsoft Dynamics 365 Chat

Microsoft Dynamics 365 Chat

  • Customer service omnichannel communicationnot Amazon Connect
  • Multi-channel customer engagementnot Amazon Connect
  • AI-powered customer conversationsnot Amazon Connect
  • Enterprise customer service automationnot 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

Microsoft Dynamics 365 Chat

  • Specific pricing not disclosed on product page
  • Directs users to separate pricing overview page for details
  • Requires contacting sales for custom quotes and pricing

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

Microsoft Dynamics 365 Chat

On request
  • Customer Service Professional$100/month
    • Basic chat
    • Ticketing
  • Customer Service Enterprise$200/month
    • Advanced omnichannel
    • AI integration
  • Premium$undefined/month
    • Custom solutions
    • Dedicated support

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 Microsoft Dynamics 365 Chat if

  • You need omnichannel messaging.
  • You work on Web, Mobile app, IOS, Android.
  • You also want live chat.
Microsoft Dynamics 365 Chat review

Questions people ask

Is Amazon Connect or Microsoft Dynamics 365 Chat better?
Neither clearly leads. Amazon Connect starts at Free and Microsoft Dynamics 365 Chat at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Amazon Connect or Microsoft Dynamics 365 Chat?
Amazon Connect has a free tier; the other does not. Paid plans start at Free for Amazon Connect and On request for Microsoft Dynamics 365 Chat.
Does Amazon Connect or Microsoft Dynamics 365 Chat run on more platforms?
Amazon Connect runs on Web. Microsoft Dynamics 365 Chat runs on Web, Mobile app, IOS, Android.
Can I use Amazon Connect for free?
Yes. Amazon Connect has a free tier, so you can try it without paying. Microsoft Dynamics 365 Chat starts at On request.
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 Microsoft Dynamics 365 Chat is typically brought in for.
What can Amazon Connect do that Microsoft Dynamics 365 Chat cannot?
Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. Microsoft Dynamics 365 Chat covers Omnichannel messaging, Live chat, Email support, Social media integration. Both handle 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
Microsoft Dynamics 365 Chat: How much does Microsoft Dynamics 365 Chat cost?

Specific pricing for Dynamics 365 Chat is not published on the product page. Pricing information is available on Microsoft's separate Dynamics 365 pricing overview page, with custom quotes available through sales contact.

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
Microsoft Dynamics 365 Chat: Is there a free trial for Dynamics 365 Chat?

Microsoft Dynamics 365 offers free trials that users can request directly from the product page. Exact trial duration and terms are determined during the trial request process.

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
Microsoft Dynamics 365 Chat: Can I compare Dynamics 365 Chat plans and pricing?

Microsoft provides plan and pricing comparison on their dedicated pricing overview page. Users should visit the Dynamics 365 pricing section to see available plans, features, and pricing tiers before contacting sales.

Source
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