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Customer Support · head to head

Salesforce Service Cloud vs Amazon Connect

Salesforce Service Cloud logo

Salesforce Service Cloud

Customer Support

Customer service software that powers loyalty

From
$25/month
Rated
-
Full reviewWebsite
Amazon Connect logo

Amazon Connect

Customer Support

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: Salesforce Service Cloud the vendor's own pricing page as captured by the Internet Archive on 29 December 2021 listed four Service Cloud tiers billed annually per user per month in USD: $25, $75, $150 (Enterprise, marked most popular), and $300; add-ons such as Omni-Channel Supervisor cost an additional $75 per user per month and Google Apps/Outlook integration an additional $25 per user per month on lower 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: Salesforce Service Cloud covers Case management, Amazon Connect covers Voice.

Where they differ

Only the attributes on which Salesforce Service Cloud and Amazon Connect actually diverge.

Attributes where Salesforce Service Cloud and Amazon Connect differ
AttributeSalesforce Service CloudAmazon Connect
Starting price$25/monthFree
Pricing modelsubscriptionusage-based
Free tierNoYes
PlatformsWeb, Ios, AndroidWeb
Founded19992006

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 Salesforce Service Cloud

  • Case management
  • Omnichannel routing
  • AI-powered bots
  • Field service
  • Self-service
  • Analytics
  • Salesforce CRM
  • Slack

Only in Amazon Connect

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

Both cover

  • SOC1
  • SOC2
  • ISO27001
  • HIPAA
  • FedRAMP
  • Web support

What people use each for

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

Salesforce Service Cloud

  • Enterprise customer servicenot Amazon Connect
  • Field servicenot Amazon Connect
  • Self-service portalsnot Amazon Connect
  • AI-powered supportnot Amazon Connect

Amazon Connect

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

Where each one falls short

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

Salesforce Service Cloud

  • The vendor's own pricing page as captured by the Internet Archive on 29 December 2021 listed four Service Cloud tiers billed annually per user per month in USD: $25, $75, $150 (Enterprise, marked most popular), and $300; add-ons such as Omni-Channel Supervisor cost an additional $75 per user per month and Google Apps/Outlook integration an additional $25 per user per month on lower 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
  • 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

Salesforce Service Cloud

$25/month
  • Essentials$25/month
    • Case management
    • Knowledge base
    • Web & email support
  • Professional$80/month
    • CTI
    • Omni-channel routing
    • Custom reports
  • Enterprise$165/month
    • Web API
    • Einstein AI
    • Workflow automation
  • Unlimited$330/month
    • 24/7 support
    • Configuration services
    • Premier success

Amazon Connect

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

Which should you pick?

Choose Salesforce Service Cloud if

  • You need case management.
  • You work on Web, Ios, Android.
  • You also want omnichannel routing.
Salesforce Service Cloud 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 Salesforce Service Cloud or Amazon Connect better?
Neither clearly leads. Salesforce Service Cloud starts at $25/month and Amazon Connect at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Salesforce Service Cloud or Amazon Connect?
Amazon Connect has a free tier; the other does not. Paid plans start at $25/month for Salesforce Service Cloud and Free for Amazon Connect.
Does Salesforce Service Cloud or Amazon Connect run on more platforms?
Salesforce Service Cloud 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. Salesforce Service Cloud starts at $25/month.
What is Salesforce Service Cloud best used for?
Salesforce Service Cloud is most often used for enterprise customer service, field service, self-service portals, ai-powered support. Of those, enterprise customer service and field service are not what Amazon Connect is typically brought in for.
What can Salesforce Service Cloud do that Amazon Connect cannot?
Salesforce Service Cloud covers Case management, Omnichannel routing, AI-powered bots, Field service. Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. Both handle SOC1, SOC2, ISO27001, HIPAA.
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