Customer Support · head to head
Amazon Connect vs Re:amaze
Re:amaze
Customer Support
Customer messaging for online businesses
- From
- $29/month
- Rated
- -
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; Re:amaze aI resolutions are metered per plan at 5, 10 and 20 a month, with each additional resolution at $0.85
- They diverge on capability: Amazon Connect covers Voice, Re:amaze covers Multi-channel inbox.
Where they differ
Only the attributes on which Amazon Connect and Re:amaze actually diverge.
| Attribute | Amazon Connect | Re:amaze |
|---|---|---|
| Starting price | Free | $29/month |
| Pricing model | usage-based | subscription |
| Free tier | Yes | No |
| Platforms | Web | Web, Ios, Android |
| Founded | 2006 | 2012 |
Identical on both: user rating (Not yet rated), category (Customer Support).
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 Re:amaze
- Multi-channel inbox
- Live chat
- FAQ center
- Chatbots
- Automation
- Push campaigns
- Shopify
- BigCommerce
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 Re:amaze
- Voice, chat, email and SMS in one queuenot Re:amaze
- Conversational analytics and agent assistnot Re:amaze
- Outbound campaigns and automated contactnot Re:amaze
- Workforce scheduling for contact centre agentsnot Re:amaze
Re:amaze
- Multichannel customer support across email, chat, social and SMSnot Amazon Connect
- Running a help centre and chatbots for an ecommerce storenot 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
Re:amaze
- AI resolutions are metered per plan at 5, 10 and 20 a month, with each additional resolution at $0.85
- The flat rate Starter plan at $59 a month caps responded conversations at 500
- SMS, voice, multiple brands and a custom domain all require the Pro plan at $49 per team member
- Departments, custom roles, shift management and satisfaction ratings are Plus only at $69 per team member
- The 10% saving requires annual billing
Pricing, plan by plan
Amazon Connect
Free- Pay-as-you-go$0.018/minute
- Voice minutes
- Free tier available
- No upfront costs
Re:amaze
$29/month- Basic$29/month
- Unlimited channels
- Basic automation
- FAQ
- Pro$49/month
- Live view
- Advanced workflows
- Push campaigns
- Plus$69/month
- Staff reports
- Custom roles
- SMS support
Which should you pick?
Choose Amazon Connect if
- You need voice.
- You want to start without paying.
- You also want chat.
Choose Re:amaze if
- You need multi-channel inbox.
- You work on Web, Ios, Android.
- You also want live chat.
Questions people ask
- Is Amazon Connect or Re:amaze better?
- Neither clearly leads. Amazon Connect starts at Free and Re:amaze at $29/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
- Which is cheaper, Amazon Connect or Re:amaze?
- Amazon Connect has a free tier; the other does not. Paid plans start at Free for Amazon Connect and $29/month for Re:amaze.
- Does Amazon Connect or Re:amaze run on more platforms?
- Amazon Connect runs on Web. Re:amaze runs on Web, Ios, Android.
- Can I use Amazon Connect for free?
- Yes. Amazon Connect has a free tier, so you can try it without paying. Re:amaze starts at $29/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 Re:amaze is typically brought in for.
- What can Amazon Connect do that Re:amaze cannot?
- Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. Re:amaze covers Multi-channel inbox, Live chat, FAQ center, Chatbots. Both handle Web support.