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Customer Support · head to head

Amazon Connect vs Pure Chat

Amazon Connect logo

Amazon Connect

Customer Support

Cloud contact center from AWS

From
Free
Free plan
Yes
Full reviewWebsite
Pure Chat logo

Pure Chat

Live Chat

Simple and affordable live chat for any business

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; Pure Chat growth plan limited to 1 website and 100 SMS notifications
  • They diverge on capability: Amazon Connect covers Voice, Pure Chat covers Live chat widget.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Amazon Connect and Pure Chat actually diverge.

Attributes where Amazon Connect and Pure Chat differ
AttributeAmazon ConnectPure Chat
Pricing modelusage-basedsubscription
PlatformsWebWeb, Mobile app, IOS, Android
CategoryCustomer SupportLive Chat
Founded20062011

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
  • ServiceNow

Only in Pure Chat

  • Live chat widget
  • Visitor information
  • Chat transcripts
  • Department routing
  • HubSpot
  • Zapier
  • API
  • Mobile app support

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

Pure Chat

  • Customer support chatnot Amazon Connect
  • Website engagementnot Amazon Connect
  • Lead capturenot Amazon Connect
  • Sales chatnot 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

Pure Chat

  • Growth plan limited to 1 website and 100 SMS notifications
  • Additional operators cost extra: $13-$15/month per operator depending on plan and billing
  • Growth plan has significantly lower limits than PRO

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

Pure Chat

Free
  • Growth$49/month
    • 4 users/operators
    • 1 website
    • 100 SMS notifications
  • Growth Annual$39/month
    • Annual billing saves 20% off monthly rate
  • PRO$99/month
    • 10 users/operators
    • Unlimited websites
    • 1,000 SMS notifications
  • PRO Annual$79/month
    • Annual billing saves 20% off monthly rate

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 Pure Chat if

  • You need live chat widget.
  • You want to start without paying.
  • You work on Web, Mobile app, IOS, Android.
  • You also want visitor information.
Pure Chat review

Questions people ask

Is Amazon Connect or Pure Chat better?
Neither clearly leads. Amazon Connect starts at Free and Pure Chat at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Amazon Connect or Pure Chat?
Amazon Connect starts at Free and Pure Chat at Free.
Does Amazon Connect or Pure Chat run on more platforms?
Amazon Connect runs on Web. Pure Chat runs on Web, Mobile app, 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 Pure Chat is typically brought in for.
What can Amazon Connect do that Pure Chat cannot?
Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. Pure Chat covers Live chat widget, Visitor information, Chat transcripts, Department routing. 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
Pure Chat: How much does PureChat cost?

PureChat's Growth plan costs $49/month (or $39/month annually) with 4 users and 1 website. The PRO plan is $99/month (or $79/month annually) with 10 users and unlimited websites.

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
Pure Chat: Does PureChat offer a free trial?

Yes, PureChat offers a free 30-day trial of the PRO plan to prospective customers.

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
Pure Chat: What is the difference between Growth and PRO plans?

Growth includes 4 users and 1 website with 100 SMS notifications per month. PRO includes 10 users, unlimited websites, and 1,000 SMS notifications. Additional operators can be added for $8-$15/month.

Source
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