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Customer Support · head to head

Amazon Connect vs Outreach

Amazon Connect logo

Amazon Connect

Customer Support

Cloud contact center from AWS

From
Free
Free plan
Yes
Full reviewWebsite
Outreach logo

Outreach

CRM

Sales execution platform for revenue teams

From
$100/month
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; Outreach pricing not transparent, requiring custom quotes for most implementations
  • They diverge on capability: Amazon Connect covers Voice, Outreach covers Sales engagement.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

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

Attributes where Amazon Connect and Outreach differ
AttributeAmazon ConnectOutreach
Starting priceFree$100/month
Pricing modelusage-basedsubscription
Free tierYesNo
CategoryCustomer SupportCRM
Founded20062014

Identical on both: platforms (Web), 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
  • ServiceNow

Only in Outreach

  • Sales engagement
  • Conversation intelligence
  • Revenue intelligence
  • Pipeline management
  • Analytics & reporting
  • Microsoft Dynamics
  • LinkedIn
  • Zoom

Both cover

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

Outreach

  • Sales outreachnot Amazon Connect
  • Pipeline managementnot Amazon Connect
  • Revenue forecastingnot Amazon Connect
  • Team performancenot 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

Outreach

  • Pricing not transparent, requiring custom quotes for most implementations
  • Complex setup requiring deep Salesforce configuration and customization
  • Primarily designed for enterprise SDR and sales teams, less suitable for small businesses

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

Outreach

$100/month
  • Standard$100/month
    • Email sequencing
    • Task management
    • Basic analytics
  • ProfessionalFree
    • All Standard features
    • Conversation intelligence
    • Advanced analytics
  • EnterpriseFree
    • All Professional features
    • Revenue intelligence
    • 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 Outreach if

  • You need sales engagement.
  • You also want conversation intelligence.
Outreach review

Questions people ask

Is Amazon Connect or Outreach better?
Neither clearly leads. Amazon Connect starts at Free and Outreach at $100/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Amazon Connect or Outreach?
Amazon Connect has a free tier; the other does not. Paid plans start at Free for Amazon Connect and $100/month for Outreach.
Does Amazon Connect or Outreach run on more platforms?
Both run on Web, so platform support will not decide this one for you.
Can I use Amazon Connect for free?
Yes. Amazon Connect has a free tier, so you can try it without paying. Outreach starts at $100/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 Outreach is typically brought in for.
What can Amazon Connect do that Outreach cannot?
Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. Outreach covers Sales engagement, Conversation intelligence, Revenue intelligence, Pipeline management. Both handle Salesforce, 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
Outreach: What channels does Outreach support for sales engagement?

Outreach enables outreach across email, phone calls, SMS, and social media with multi-channel sequencing and automated cadences.

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
Outreach: Does Outreach integrate with Salesforce?

Yes, Outreach deeply integrates with Salesforce to automatically log emails, calls, and tasks back to CRM records, keeping both platforms synchronized.

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
Outreach: Can Outreach sync with calendar systems?

Yes, Outreach syncs calendar events to Salesforce as Events records, supporting two-way synchronization between Outreach meetings and Salesforce Events.

Source
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