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Software · head to head

ServiceNow vs Amazon Connect

ServiceNow logo

ServiceNow

Software

The world works with ServiceNow

From
On request
Rated
-
Full reviewWebsite
Amazon Connect logo

Amazon Connect

Software

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: ServiceNow listed on G-Cloud 14 by reseller UP3 Services Ltd at £81.00 per licence per month for ServiceNow; 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: ServiceNow covers ITSM, Amazon Connect covers Voice.

Where they differ

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

Attributes where ServiceNow and Amazon Connect differ
AttributeServiceNowAmazon Connect
Starting priceOn requestFree
Pricing modelquoteusage-based
Free tierNoYes
PlatformsWeb, Ios, AndroidWeb
Founded20042006

Identical on both: 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 ServiceNow

  • ITSM
  • IT Operations
  • Customer workflows
  • Employee workflows
  • App development
  • AI/ML capabilities
  • Slack
  • Microsoft Teams

Only in Amazon Connect

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

Both cover

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

What people use each for

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

ServiceNow

  • Enterprise IT managementnot Amazon Connect
  • Digital transformationnot Amazon Connect
  • Workflow automationnot Amazon Connect

Amazon Connect

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

Where each one falls short

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

ServiceNow

  • Listed on G-Cloud 14 by reseller UP3 Services Ltd at £81.00 per licence per month for ServiceNow

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

ServiceNow

On request
  • IT Service Management$undefined/month
    • Incident management
    • Problem management
    • Change management
  • IT Operations Management$undefined/month
    • Discovery
    • Service mapping
    • Event management
  • Customer Service Management$undefined/month
    • Omnichannel engagement
    • Self-service
    • Case management

Amazon Connect

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

Which should you pick?

Choose ServiceNow if

  • You need itsm.
  • You work on Web, Ios, Android.
  • You also want it operations.
ServiceNow 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 ServiceNow or Amazon Connect better?
Neither clearly leads. ServiceNow starts at On request and Amazon Connect at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, ServiceNow or Amazon Connect?
Amazon Connect has a free tier; the other does not. Paid plans start at On request for ServiceNow and Free for Amazon Connect.
Does ServiceNow or Amazon Connect run on more platforms?
ServiceNow 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. ServiceNow starts at On request.
What is ServiceNow best used for?
ServiceNow is most often used for enterprise it management, digital transformation, workflow automation. Of those, enterprise it management and digital transformation are not what Amazon Connect is typically brought in for.
What can ServiceNow do that Amazon Connect cannot?
ServiceNow covers ITSM, IT Operations, Customer workflows, Employee workflows. Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. Both handle Salesforce, SAP, SOC1, SOC2.
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