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Customer Support · head to head

Amazon Connect vs Salesforce

Amazon Connect logo

Amazon Connect

Customer Support

Cloud contact center from AWS

From
Free
Free plan
Yes
Full reviewWebsite
Salesforce logo

Salesforce

CRM

World's #1 CRM

From
$25/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; Salesforce sales Cloud tiers as captured 2 January 2024: Starter Suite $25/user/month, Professional $80/user/month, Enterprise $165/user/month, all USD billed annually
  • They diverge on capability: Amazon Connect covers Voice, Salesforce covers Contact management.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

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

Attributes where Amazon Connect and Salesforce differ
AttributeAmazon ConnectSalesforce
Starting priceFree$25/month
Pricing modelusage-basedsubscription
Free tierYesNo
PlatformsWebWeb, Ios, Android, Api
CategoryCustomer SupportCRM
Founded20061999

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 Salesforce

  • Contact management
  • Opportunity management
  • Lead management
  • Reports & dashboards
  • Email integration
  • Workflow automation
  • Mobile access
  • AppExchange

Both cover

  • SOC2
  • PCI DSS
  • HIPAA
  • ISO27001

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

Salesforce

  • Sales managementnot Amazon Connect
  • Customer servicenot Amazon Connect
  • Marketing automationnot Amazon Connect
  • Lead generationnot Amazon Connect
  • Analytics & reportingnot 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

Salesforce

  • Sales Cloud tiers as captured 2 January 2024: Starter Suite $25/user/month, Professional $80/user/month, Enterprise $165/user/month, all USD billed annually

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

Salesforce

$25/month
  • Essentials$25/month
    • Account & contact management
    • Opportunity tracking
    • Lead management
  • Professional$80/month
    • Everything in Essentials
    • Complete CRM
    • Lead scoring
  • Enterprise$165/month
    • Everything in Professional
    • Workflow automation
    • Advanced analytics
  • Unlimited$330/month
    • Everything in Enterprise
    • Unlimited customizations
    • 24/7 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 Salesforce if

  • You need contact management.
  • You work on Web, Ios, Android, Api.
  • You also want opportunity management.
Salesforce review

Questions people ask

Is Amazon Connect or Salesforce better?
Neither clearly leads. Amazon Connect starts at Free and Salesforce at $25/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Amazon Connect or Salesforce?
Amazon Connect has a free tier; the other does not. Paid plans start at Free for Amazon Connect and $25/month for Salesforce.
Does Amazon Connect or Salesforce run on more platforms?
Amazon Connect runs on Web. Salesforce runs on Web, Ios, Android, Api.
Can I use Amazon Connect for free?
Yes. Amazon Connect has a free tier, so you can try it without paying. Salesforce starts at $25/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 Salesforce is typically brought in for.
What can Amazon Connect do that Salesforce cannot?
Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. Salesforce covers Contact management, Opportunity management, Lead management, Reports & dashboards. Both handle SOC2, PCI DSS, HIPAA, ISO27001.

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
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
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
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