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Customer Support · head to head

LiveAgent vs Amazon Connect

LiveAgent logo

LiveAgent

Customer Support

All-in-one help desk software

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: LiveAgent social and messaging channels are separately priced add ons rather than plan features, at $19 to $39 a month each on top of the seat price; 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: LiveAgent covers Ticketing system, Amazon Connect covers Voice.

Where they differ

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

Attributes where LiveAgent and Amazon Connect differ
AttributeLiveAgentAmazon Connect
Pricing modelsubscriptionusage-based
PlatformsWeb, Ios, AndroidWeb
Founded20042006

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 LiveAgent

  • Ticketing system
  • Live chat
  • Call center
  • Social media
  • Knowledge base
  • Customer portal
  • WordPress
  • Shopify

Only in Amazon Connect

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

Both cover

  • Web support

What people use each for

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

LiveAgent

  • Multichannel help desk covering email, chat, calls and social messagesnot Amazon Connect
  • Ticketing and shared inbox for customer support teamsnot Amazon Connect

Amazon Connect

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

Where each one falls short

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

LiveAgent

  • Social and messaging channels are separately priced add ons rather than plan features, at $19 to $39 a month each on top of the seat price
  • The entry plan is limited to 3 email accounts, 2 live chat buttons and 3 contact forms
  • WhatsApp numbers are rationed by plan, at 5 on Large Business and 20 on Enterprise
  • The advertised prices require annual billing, and monthly billing raises the entry plan from $10 to $13 per agent
  • Every published price is a discounted rate against a higher regular price

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

LiveAgent

Free
  • FreeFree
    • 7-day ticket history
    • 1 chat button
    • 1 email account
  • Small$9/month
    • Unlimited ticket history
    • 3 email accounts
    • Customer portal
  • Medium$29/month
    • Call center
    • 10 email accounts
    • Advanced reporting
  • Large$49/month
    • Everything unlimited
    • Senior account manager
    • White glove setup

Amazon Connect

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

Which should you pick?

Choose LiveAgent if

  • You need ticketing system.
  • You want to start without paying.
  • You work on Web, Ios, Android.
  • You also want live chat.
LiveAgent 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 LiveAgent or Amazon Connect better?
Neither clearly leads. LiveAgent 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, LiveAgent or Amazon Connect?
LiveAgent starts at Free and Amazon Connect at Free.
Does LiveAgent or Amazon Connect run on more platforms?
LiveAgent runs on Web, Ios, Android. Amazon Connect runs on Web.
Can I use LiveAgent for free?
Both have a free tier, so you can try either at no cost before committing.
What is LiveAgent best used for?
LiveAgent is most often used for multichannel help desk covering email, chat, calls and social messages, ticketing and shared inbox for customer support teams. Of those, multichannel help desk covering email, chat, calls and social messages and ticketing and shared inbox for customer support teams are not what Amazon Connect is typically brought in for.
What can LiveAgent do that Amazon Connect cannot?
LiveAgent covers Ticketing system, Live chat, Call center, Social media. Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. Both handle Web support.
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