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Amazon Connect vs ServiceNow

Amazon Connect logo

Amazon Connect

Software

Cloud contact center from AWS

From
Free
Rated
-
Full reviewWebsite
ServiceNow logo

ServiceNow

Software

The world works with ServiceNow

From
On request
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; ServiceNow listed on G-Cloud 14 by reseller UP3 Services Ltd at £81.00 per licence per month for ServiceNow
  • They diverge on capability: Amazon Connect covers Voice, ServiceNow covers ITSM.

Where they differ

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

Attributes where Amazon Connect and ServiceNow differ
AttributeAmazon ConnectServiceNow
Starting priceFreeOn request
Pricing modelusage-basedquote
Free tierYesNo
PlatformsWebWeb, Ios, Android
Founded20062004

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
  • ServiceNow

Only in ServiceNow

  • ITSM
  • IT Operations
  • Customer workflows
  • Employee workflows
  • App development
  • AI/ML capabilities
  • Slack
  • Microsoft Teams

Both cover

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

ServiceNow

  • Enterprise IT managementnot Amazon Connect
  • Digital transformationnot Amazon Connect
  • Workflow automationnot 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

ServiceNow

  • Listed on G-Cloud 14 by reseller UP3 Services Ltd at £81.00 per licence per month for ServiceNow

Pricing, plan by plan

Amazon Connect

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

ServiceNow

On request
  • IT Service Management$undefined/month
    • Incident management
    • Problem management
    • Change management
  • IT Operations Management$undefined/month
    • Discovery
    • Service mapping
    • Event management
  • Customer Service Management$undefined/month
    • Omnichannel engagement
    • Self-service
    • Case management

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 ServiceNow if

  • You need itsm.
  • You work on Web, Ios, Android.
  • You also want it operations.
ServiceNow review

Questions people ask

Is Amazon Connect or ServiceNow better?
Neither clearly leads. Amazon Connect starts at Free and ServiceNow at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Amazon Connect or ServiceNow?
Amazon Connect has a free tier; the other does not. Paid plans start at Free for Amazon Connect and On request for ServiceNow.
Does Amazon Connect or ServiceNow run on more platforms?
Amazon Connect runs on Web. ServiceNow 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. ServiceNow starts at On request.
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 ServiceNow is typically brought in for.
What can Amazon Connect do that ServiceNow cannot?
Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. ServiceNow covers ITSM, IT Operations, Customer workflows, Employee workflows. Both handle Salesforce, SAP, SOC1, SOC2.
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