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Software · head to head

Hiver vs Amazon Connect

Hiver logo

Hiver

Software

Gmail-based help desk

From
Free
Rated
-
Full reviewWebsite
Amazon Connect logo

Amazon Connect

Software

Cloud contact center from AWS

From
Free
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Hiver hiver tiers as captured 28 December 2023: Lite at $15/user/month capped at 2 shared inboxes (up to 10 users each), Pro at $39/user/month capped at 5 shared inboxes and 50 shared labels, Elite at $59/user/month, all annual pricing with higher month-to-month rates of $19/$49/$69; 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: Hiver covers Shared inbox, Amazon Connect covers Voice.

Where they differ

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

Attributes where Hiver and Amazon Connect differ
AttributeHiverAmazon Connect
Pricing modelsubscriptionusage-based
PlatformsWeb, Chrome-extensionWeb
Founded20112006

Identical on both: starting price (Free), free tier (Yes), 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 Hiver

  • Shared inbox
  • Email assignment
  • Collision detection
  • Email notes
  • Templates
  • Analytics
  • Gmail
  • Google Workspace

Only in Amazon Connect

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

Both cover

  • SOC2
  • ISO27001
  • Web support

What people use each for

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

Hiver

  • Shared inbox managementnot Amazon Connect
  • Customer support via Gmailnot Amazon Connect
  • Team email collaborationnot Amazon Connect

Amazon Connect

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

Where each one falls short

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

Hiver

  • Hiver tiers as captured 28 December 2023: Lite at $15/user/month capped at 2 shared inboxes (up to 10 users each), Pro at $39/user/month capped at 5 shared inboxes and 50 shared labels, Elite at $59/user/month, all annual pricing with higher month-to-month rates of $19/$49/$69

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

Hiver

Free
  • FreeFree
    • 2 users
    • Email management
    • Basic analytics
  • Lite$19/month
    • Unlimited users
    • Email templates
    • Notes & @mentions
  • Pro$49/month
    • CSAT surveys
    • SLA management
    • Custom reports
  • Elite$69/month
    • Round-robin
    • Skill-based routing
    • Okta SSO

Amazon Connect

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

Which should you pick?

Choose Hiver if

  • You need shared inbox.
  • You want to start without paying.
  • You work on Web, Chrome-extension.
  • You also want email assignment.
Hiver 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 Hiver or Amazon Connect better?
Neither clearly leads. Hiver starts at Free and Amazon Connect at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Hiver or Amazon Connect?
Hiver starts at Free and Amazon Connect at Free.
Does Hiver or Amazon Connect run on more platforms?
Hiver runs on Web, Chrome-extension. Amazon Connect runs on Web.
Can I use Hiver for free?
Both have a free tier, so you can try either at no cost before committing.
What is Hiver best used for?
Hiver is most often used for shared inbox management, customer support via gmail, team email collaboration. Of those, shared inbox management and customer support via gmail are not what Amazon Connect is typically brought in for.
What can Hiver do that Amazon Connect cannot?
Hiver covers Shared inbox, Email assignment, Collision detection, Email notes. Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. Both handle SOC2, ISO27001, Web support.
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Related pages

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