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Software · head to head

Gladly vs Amazon Connect

Gladly logo

Gladly

Software

Radically personal customer service

From
$180/month
Rated
-
Full reviewWebsite
Amazon Connect logo

Amazon Connect

Software

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: Gladly no pricing is published at any level, and the pricing page states no per agent cost, per conversation rate, minimum commitment or feature tiers; 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: Gladly covers Lifelong conversation, Amazon Connect covers Voice.

Where they differ

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

Attributes where Gladly and Amazon Connect differ
AttributeGladlyAmazon Connect
Starting price$180/monthFree
Pricing modelsubscriptionusage-based
Free tierNoYes
PlatformsWeb, Ios, AndroidWeb
Founded20142006

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 Gladly

  • Lifelong conversation
  • Omnichannel support
  • Customer timeline
  • Task management
  • Knowledge base
  • IVR
  • Shopify
  • Magento

Only in Amazon Connect

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

Both cover

  • Salesforce
  • SOC2
  • PCI DSS
  • Web support

What people use each for

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

Gladly

  • Customer service built around a single customer record rather than ticketsnot Amazon Connect
  • Handling support conversations across voice, messaging and emailnot Amazon Connect

Amazon Connect

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

Where each one falls short

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

Gladly

  • No pricing is published at any level, and the pricing page states no per agent cost, per conversation rate, minimum commitment or feature tiers
  • The pricing page presents outcome statistics in place of any cost information
  • Every route to a figure goes through a demo or sales conversation

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

Gladly

$180/month
  • Hero$180/month
    • All channels
    • Customer timeline
    • Knowledge base
  • Superhero$210/month
    • Everything in Hero
    • Custom reporting
    • Advanced rules

Amazon Connect

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

Which should you pick?

Choose Gladly if

  • You need lifelong conversation.
  • You work on Web, Ios, Android.
  • You also want omnichannel support.
Gladly 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 Gladly or Amazon Connect better?
Neither clearly leads. Gladly starts at $180/month and Amazon Connect at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Gladly or Amazon Connect?
Amazon Connect has a free tier; the other does not. Paid plans start at $180/month for Gladly and Free for Amazon Connect.
Does Gladly or Amazon Connect run on more platforms?
Gladly runs on Web, Ios, Android. 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. Gladly starts at $180/month.
What is Gladly best used for?
Gladly is most often used for customer service built around a single customer record rather than tickets, handling support conversations across voice, messaging and email. Of those, customer service built around a single customer record rather than tickets and handling support conversations across voice, messaging and email are not what Amazon Connect is typically brought in for.
What can Gladly do that Amazon Connect cannot?
Gladly covers Lifelong conversation, Omnichannel support, Customer timeline, Task management. Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. Both handle Salesforce, SOC2, PCI DSS, Web support.
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