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Customer Support · head to head

Amazon Connect vs WSO2 API Manager

Amazon Connect logo

Amazon Connect

Customer Support

Cloud contact center from AWS

From
Free
Rated
-
Full reviewWebsite
WSO2 API Manager logo

WSO2 API Manager

API Management

Complete API management platform for designing and managing APIs

From
Free
Rated
-
Full reviewWebsite

The short version

  • 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; WSO2 API Manager the free open source distribution does not include a subscription to the WSO2 Update service, so continuous improvements and security patches require a paid subscription
  • They diverge on capability: Amazon Connect covers Voice, WSO2 API Manager covers API Gateway.

Where they differ

Only the attributes on which Amazon Connect and WSO2 API Manager actually diverge.

Attributes where Amazon Connect and WSO2 API Manager differ
AttributeAmazon ConnectWSO2 API Manager
Pricing modelusage-basedopen-source
PlatformsWebJava, Linux, Docker, Kubernetes
CategoryCustomer SupportAPI Management
Founded20062005

Identical on both: starting price (Free), free tier (Yes), 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 WSO2 API Manager

  • API Gateway
  • API Designer
  • Developer Portal
  • LDAP
  • Okta
  • Keycloak
  • Microservices
  • Java 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 WSO2 API Manager
  • Voice, chat, email and SMS in one queuenot WSO2 API Manager
  • Conversational analytics and agent assistnot WSO2 API Manager
  • Outbound campaigns and automated contactnot WSO2 API Manager
  • Workforce scheduling for contact centre agentsnot WSO2 API Manager

WSO2 API Manager

  • Publishing, securing and rate limiting APIs behind a gatewaynot Amazon Connect
  • Running an API developer portal with subscription key managementnot Amazon Connect
  • Self hosting an open source API management layer on premisesnot 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

WSO2 API Manager

  • The free open source distribution does not include a subscription to the WSO2 Update service, so continuous improvements and security patches require a paid subscription
  • A commercial production licence is not part of the free download and comes only with a subscription
  • No subscription price is published; Basic Support and Enterprise Support both require contacting sales for a quote
  • 24x7x365 coverage requires Enterprise Support; the general query SLA is one business day
  • A Customer Success Manager is a paid optional add on covering business hours only
  • Consulting services and WSO2 Private Cloud hosting are quoted separately

Pricing, plan by plan

Amazon Connect

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

WSO2 API Manager

Free
  • CommunityFree
    • Core API management
    • Community support
  • Commercial$undefined/monthly
    • Enterprise features
    • Technical support
    • SLA

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 WSO2 API Manager if

  • You need api gateway.
  • You want to start without paying.
  • You work on Java, Linux, Docker, Kubernetes.
  • You also want api designer.
WSO2 API Manager review

Questions people ask

Is Amazon Connect or WSO2 API Manager better?
Neither clearly leads. Amazon Connect starts at Free and WSO2 API Manager at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Amazon Connect or WSO2 API Manager?
Amazon Connect starts at Free and WSO2 API Manager at Free.
Does Amazon Connect or WSO2 API Manager run on more platforms?
Amazon Connect runs on Web. WSO2 API Manager runs on Java, Linux, Docker, Kubernetes.
Can I use Amazon Connect for free?
Both have a free tier, so you can try either at no cost before committing.
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 WSO2 API Manager is typically brought in for.
What can Amazon Connect do that WSO2 API Manager cannot?
Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. WSO2 API Manager covers API Gateway, API Designer, Developer Portal, LDAP.
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