Customer Support · head to head
Groove vs Amazon Connect
Groove
Customer Support
Simple, powerful support for growing businesses
- From
- $12/month
- Rated
- -
The short version
- Only Amazon Connect has a free tier, so it costs nothing to try first.
- Each has a real cost: Groove billed per ticket at $1 rather than per agent, so support cost scales with how many customers get in touch; 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: Groove covers Shared inbox, Amazon Connect covers Voice.
Where they differ
Only the attributes on which Groove and Amazon Connect actually diverge.
| Attribute | Groove | Amazon Connect |
|---|---|---|
| Starting price | $12/month | Free |
| Pricing model | subscription | usage-based |
| Free tier | No | Yes |
| Platforms | Web, Ios, Android | Web |
| Founded | 2011 | 2006 |
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 Groove
- Shared inbox
- Knowledge base
- Live chat
- Automation rules
- Reporting
- Collision detection
- Slack
- Zapier
Only in Amazon Connect
- Voice
- Chat
- Tasks
- ML-powered analytics
- Contact Lens
- Outbound campaigns
- Forecasting
- ServiceNow
Both cover
- Salesforce
- Web support
What people use each for
The jobs each tool is most often brought in to do.
Groove
- Shared inbox and help desk ticketing for small support teamsnot Amazon Connect
- Handling email, chat and messaging support in one queuenot Amazon Connect
Amazon Connect
- Cloud contact centre with no per-seat licencenot Groove
- Voice, chat, email and SMS in one queuenot Groove
- Conversational analytics and agent assistnot Groove
- Outbound campaigns and automated contactnot Groove
- Workforce scheduling for contact centre agentsnot Groove
Where each one falls short
Documented limitations, not opinions. Every one is a constraint you would hit in normal use.
Groove
- Billed per ticket at $1 rather than per agent, so support cost scales with how many customers get in touch
- A minimum of 250 tickets a month applies, which is a $3,000 annual commitment before any usage
- A quiet month still pays the 250 ticket floor
- No mailbox limit is published
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
Groove
$12/month- Standard$12/month
- 1 mailbox
- Knowledge base
- Live chat
- Plus$20/month
- 5 mailboxes
- Full reporting
- Rules
- Pro$35/month
- 25 mailboxes
- Salesforce
- Enterprise SSO
Amazon Connect
Free- Pay-as-you-go$0.018/minute
- Voice minutes
- Free tier available
- No upfront costs
Which should you pick?
Choose Groove if
- You need shared inbox.
- You work on Web, Ios, Android.
- You also want knowledge base.
Choose Amazon Connect if
- You need voice.
- You want to start without paying.
- You also want chat.
Questions people ask
- Is Groove or Amazon Connect better?
- Neither clearly leads. Groove starts at $12/month and Amazon Connect at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
- Which is cheaper, Groove or Amazon Connect?
- Amazon Connect has a free tier; the other does not. Paid plans start at $12/month for Groove and Free for Amazon Connect.
- Does Groove or Amazon Connect run on more platforms?
- Groove 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. Groove starts at $12/month.
- What is Groove best used for?
- Groove is most often used for shared inbox and help desk ticketing for small support teams, handling email, chat and messaging support in one queue. Of those, shared inbox and help desk ticketing for small support teams and handling email, chat and messaging support in one queue are not what Amazon Connect is typically brought in for.
- What can Groove do that Amazon Connect cannot?
- Groove covers Shared inbox, Knowledge base, Live chat, Automation rules. Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. Both handle Salesforce, Web support.