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Customer Support · head to head

Jira Service Management vs Amazon Connect

Jira Service Management logo

Jira Service Management

Customer Support

High-velocity service management

From
Free
Rated
-
Full reviewWebsite
Amazon Connect logo

Amazon Connect

Customer Support

Cloud contact center from AWS

From
Free
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Jira Service Management the vendor's own pricing page as captured by the Internet Archive on 28 December 2021 named four tiers, Free, Standard, Premium, and Enterprise; the Free tier caps at 3 agents per site with one site, five major incidents per month, and unlimited alerts capped at 100 emails and 200 SMS per day, while Standard, Premium, and Enterprise each cap at 5,000 agents per site, with Enterprise adding unlimited sites and requiring a Confluence subscription for some features; per-figure dollar pricing was not shown on this capture, only per-agent pricing structure; 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: Jira Service Management covers Incident management, Amazon Connect covers Voice.

Where they differ

Only the attributes on which Jira Service Management and Amazon Connect actually diverge.

Attributes where Jira Service Management and Amazon Connect differ
AttributeJira Service ManagementAmazon Connect
Pricing modelsubscriptionusage-based
PlatformsWeb, Ios, AndroidWeb
Founded20022006

Identical on both: starting price (Free), free tier (Yes), 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 Jira Service Management

  • Incident management
  • Change management
  • Problem management
  • Asset management
  • Knowledge management
  • SLAs
  • Jira Software
  • Confluence

Only in Amazon Connect

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

Both cover

  • SOC2
  • ISO27001
  • FedRAMP
  • Web support

What people use each for

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

Jira Service Management

  • IT service managementnot Amazon Connect
  • Incident responsenot Amazon Connect
  • Change managementnot Amazon Connect
  • Asset trackingnot Amazon Connect

Amazon Connect

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

Where each one falls short

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

Jira Service Management

  • The vendor's own pricing page as captured by the Internet Archive on 28 December 2021 named four tiers, Free, Standard, Premium, and Enterprise; the Free tier caps at 3 agents per site with one site, five major incidents per month, and unlimited alerts capped at 100 emails and 200 SMS per day, while Standard, Premium, and Enterprise each cap at 5,000 agents per site, with Enterprise adding unlimited sites and requiring a Confluence subscription for some features; per-figure dollar pricing was not shown on this capture, only per-agent pricing structure

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

Jira Service Management

Free
  • FreeFree
    • 3 agents
    • Ticket management
    • Knowledge base
  • Standard$20/month
    • Unlimited customers
    • 250 agents
    • 20 GB storage
  • Premium$45/month
    • Advanced incident management
    • Asset management
    • Change management
  • Enterprise$undefined/month
    • Unlimited sites
    • 24/7 support
    • Data residency

Amazon Connect

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

Which should you pick?

Choose Jira Service Management if

  • You need incident management.
  • You want to start without paying.
  • You work on Web, Ios, Android.
  • You also want change management.
Jira Service Management 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 Jira Service Management or Amazon Connect better?
Neither clearly leads. Jira Service Management 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, Jira Service Management or Amazon Connect?
Jira Service Management starts at Free and Amazon Connect at Free.
Does Jira Service Management or Amazon Connect run on more platforms?
Jira Service Management runs on Web, Ios, Android. Amazon Connect runs on Web.
Can I use Jira Service Management for free?
Both have a free tier, so you can try either at no cost before committing.
What is Jira Service Management best used for?
Jira Service Management is most often used for it service management, incident response, change management, asset tracking. Of those, it service management and incident response are not what Amazon Connect is typically brought in for.
What can Jira Service Management do that Amazon Connect cannot?
Jira Service Management covers Incident management, Change management, Problem management, Asset management. Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. Both handle SOC2, ISO27001, FedRAMP, Web support.
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