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Amazon Connect vs Salesforce Service Cloud

Amazon Connect logo

Amazon Connect

Software

Cloud contact center from AWS

From
Free
Rated
-
Full reviewWebsite
Salesforce Service Cloud logo

Salesforce Service Cloud

Software

Customer service software that powers loyalty

From
$25/month
Rated
-
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 Service Cloud the vendor's own pricing page as captured by the Internet Archive on 29 December 2021 listed four Service Cloud tiers billed annually per user per month in USD: $25, $75, $150 (Enterprise, marked most popular), and $300; add-ons such as Omni-Channel Supervisor cost an additional $75 per user per month and Google Apps/Outlook integration an additional $25 per user per month on lower tiers
  • They diverge on capability: Amazon Connect covers Voice, Salesforce Service Cloud covers Case management.

Where they differ

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

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

Identical on both: user rating (Not yet rated), category (Unknown).

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 Service Cloud

  • Case management
  • Omnichannel routing
  • AI-powered bots
  • Field service
  • Self-service
  • Analytics
  • Salesforce CRM
  • Slack

Both cover

  • SOC1
  • SOC2
  • HIPAA
  • FedRAMP
  • ISO27001
  • 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 Salesforce Service Cloud
  • Voice, chat, email and SMS in one queuenot Salesforce Service Cloud
  • Conversational analytics and agent assistnot Salesforce Service Cloud
  • Outbound campaigns and automated contactnot Salesforce Service Cloud
  • Workforce scheduling for contact centre agentsnot Salesforce Service Cloud

Salesforce Service Cloud

  • Enterprise customer servicenot Amazon Connect
  • Field servicenot Amazon Connect
  • Self-service portalsnot Amazon Connect
  • AI-powered supportnot 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 Service Cloud

  • The vendor's own pricing page as captured by the Internet Archive on 29 December 2021 listed four Service Cloud tiers billed annually per user per month in USD: $25, $75, $150 (Enterprise, marked most popular), and $300; add-ons such as Omni-Channel Supervisor cost an additional $75 per user per month and Google Apps/Outlook integration an additional $25 per user per month on lower tiers

Pricing, plan by plan

Amazon Connect

Free
  • Pay-as-you-go$0.018/minute
    • Voice minutes
    • Free tier available
    • No upfront costs

Salesforce Service Cloud

$25/month
  • Essentials$25/month
    • Case management
    • Knowledge base
    • Web & email support
  • Professional$80/month
    • CTI
    • Omni-channel routing
    • Custom reports
  • Enterprise$165/month
    • Web API
    • Einstein AI
    • Workflow automation
  • Unlimited$330/month
    • 24/7 support
    • Configuration services
    • Premier success

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 Service Cloud if

  • You need case management.
  • You work on Web, Ios, Android.
  • You also want omnichannel routing.
Salesforce Service Cloud review

Questions people ask

Is Amazon Connect or Salesforce Service Cloud better?
Neither clearly leads. Amazon Connect starts at Free and Salesforce Service Cloud 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 Service Cloud?
Amazon Connect has a free tier; the other does not. Paid plans start at Free for Amazon Connect and $25/month for Salesforce Service Cloud.
Does Amazon Connect or Salesforce Service Cloud run on more platforms?
Amazon Connect runs on Web. Salesforce Service Cloud 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. Salesforce Service Cloud 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 Service Cloud is typically brought in for.
What can Amazon Connect do that Salesforce Service Cloud cannot?
Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. Salesforce Service Cloud covers Case management, Omnichannel routing, AI-powered bots, Field service. Both handle SOC1, SOC2, HIPAA, FedRAMP.
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