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Customer Support · head to head

Amazon Connect vs SugarCRM

Amazon Connect logo

Amazon Connect

Customer Support

Cloud contact center from AWS

From
Free
Free plan
Yes
Full reviewWebsite
SugarCRM logo

SugarCRM

CRM

Customer relationship software for your business

From
$59/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; SugarCRM every plan carries a 15 user minimum, so the entry cost is 15 seats regardless of team size
  • They diverge on capability: Amazon Connect covers Voice, SugarCRM 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 SugarCRM actually diverge.

Attributes where Amazon Connect and SugarCRM differ
AttributeAmazon ConnectSugarCRM
Starting priceFree$59/month
Pricing modelusage-basedsubscription
Free tierYesNo
PlatformsWebWeb, Ios, Android
CategoryCustomer SupportCRM
Founded20062004

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
  • ServiceNow

Only in SugarCRM

  • Contact management
  • Sales pipeline
  • Lead management
  • Marketing automation
  • Customer service
  • Reporting
  • Mobile app
  • HubSpot

Both cover

  • Salesforce
  • SOC2
  • 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 SugarCRM
  • Voice, chat, email and SMS in one queuenot SugarCRM
  • Conversational analytics and agent assistnot SugarCRM
  • Outbound campaigns and automated contactnot SugarCRM
  • Workforce scheduling for contact centre agentsnot SugarCRM

SugarCRM

  • CRM for sales, marketing and service teamsnot Amazon Connect
  • Managing accounts, opportunities and customer history at mid market scalenot 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

SugarCRM

  • Every plan carries a 15 user minimum, so the entry cost is 15 seats regardless of team size
  • At $59 per user on Standard that minimum makes the real floor $885 a month
  • All three tiers are billed annually with no monthly option
  • The vendor still directs buyers to sales for a package rather than treating the published rate as final

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

SugarCRM

$59/month
  • Standard$59/month
    • Accounts management
    • Lead tracking
    • Quotes
  • Advanced$85/month
    • Mail and calendar integration
    • Case management
    • Sugar Intelligence
  • Premier$135/month
    • Geo mapping
    • Enhanced storage 2x
    • LinkedIn connector

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 SugarCRM if

  • You need contact management.
  • You work on Web, Ios, Android.
  • You also want sales pipeline.
SugarCRM review

Questions people ask

Is Amazon Connect or SugarCRM better?
Neither clearly leads. Amazon Connect starts at Free and SugarCRM at $59/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Amazon Connect or SugarCRM?
Amazon Connect has a free tier; the other does not. Paid plans start at Free for Amazon Connect and $59/month for SugarCRM.
Does Amazon Connect or SugarCRM run on more platforms?
Amazon Connect runs on Web. SugarCRM 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. SugarCRM starts at $59/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 SugarCRM is typically brought in for.
What can Amazon Connect do that SugarCRM cannot?
Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. SugarCRM covers Contact management, Sales pipeline, Lead management, Marketing automation. Both handle Salesforce, SOC2, ISO27001, 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
SugarCRM: How much does SugarCRM cost?

SugarCRM costs $59 per user per month for the Standard plan, $85 per month for Advanced, and $135 per month for Premier. All plans require annual billing and a 15-user minimum.

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
SugarCRM: What is included in the Advanced plan?

The Advanced plan at $85 per user per month includes everything in Standard plus mail and calendar integration, case management, Sugar Intelligence, and Sugar Predict features.

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
SugarCRM: What distinguishes the Premier plan?

The Premier plan costs $135 per user per month and adds geo mapping, 2x enhanced storage, LinkedIn connector integration, and enhanced support compared to the Advanced plan.

Source
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