Softwr

Customer Support · head to head

Front vs Amazon Connect

Front logo

Front

Customer Support

Where teams collaborate on customer communication

From
$25/month per seat
Rated
-
Full reviewWebsite
Amazon Connect logo

Amazon Connect

Customer Support

Cloud contact center from AWS

From
Free
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: Front starter tier limited to single-channel support; omnichannel support requires Professional tier; 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
  • They diverge on capability: Front covers Shared inbox, Amazon Connect covers Voice.

Where they differ

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

Attributes where Front and Amazon Connect differ
AttributeFrontAmazon Connect
Starting price$25/month per seatFree
Pricing modelsubscriptionusage-based
Free tierNoYes
PlatformsCloud-based SaaSWeb
Founded20132006

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

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 Front

  • Shared inbox
  • Email collaboration
  • Omnichannel messaging
  • Analytics
  • Workflows
  • Integrations
  • HubSpot
  • Slack

Only in Amazon Connect

  • Voice
  • Chat
  • Tasks
  • ML-powered analytics
  • Contact Lens
  • Outbound campaigns
  • Forecasting
  • ServiceNow

Both cover

  • Salesforce
  • SOC2
  • Web support

What people use each for

The jobs each tool is most often brought in to do.

Front

  • Multi-team customer support across email, chat, SMS channelsnot Amazon Connect
  • Enterprises using AI to resolve complex multi-step customer requestsnot Amazon Connect

Amazon Connect

  • Cloud contact centre with no per-seat licencenot Front
  • Voice, chat, email and SMS in one queuenot Front
  • Conversational analytics and agent assistnot Front
  • Outbound campaigns and automated contactnot Front
  • Workforce scheduling for contact centre agentsnot Front

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Front

  • Starter tier limited to single-channel support; omnichannel support requires Professional tier
  • AI Copilot, Smart QA, and Smart CSAT are included only in Enterprise tier ($105/seat/month); available as add-ons at higher cost in lower tiers
  • Starter tier limited to 10 automation rules; Professional tier allows 20; unlimited rules only in Enterprise
  • Advanced analytics excluded from Starter tier

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

Pricing, plan by plan

Front

$25/month per seat

No published plan breakdown. See the Front review.

Amazon Connect

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

Which should you pick?

Choose Front if

  • You need shared inbox.
  • You work on Cloud-based SaaS.
  • You also want email collaboration.
Front review

Choose Amazon Connect if

  • You need voice.
  • You want to start without paying.
  • You also want chat.
Amazon Connect review

Questions people ask

Is Front or Amazon Connect better?
Neither clearly leads. Front starts at $25/month per seat and Amazon Connect at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Front or Amazon Connect?
Amazon Connect has a free tier; the other does not. Paid plans start at $25/month per seat for Front and Free for Amazon Connect.
Does Front or Amazon Connect run on more platforms?
Front runs on Cloud-based SaaS. Amazon Connect runs on Web.
Can I use Amazon Connect for free?
Yes. Amazon Connect has a free tier, so you can try it without paying. Front starts at $25/month per seat.
What is Front best used for?
Front is most often used for multi-team customer support across email, chat, sms channels, enterprises using ai to resolve complex multi-step customer requests. Of those, multi-team customer support across email, chat, sms channels and enterprises using ai to resolve complex multi-step customer requests are not what Amazon Connect is typically brought in for.
What can Front do that Amazon Connect cannot?
Front covers Shared inbox, Email collaboration, Omnichannel messaging, Analytics. Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. Both handle Salesforce, SOC2, Web support.
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Related pages

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