Amazon Connect vs Gupshup comparison

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Amazon Connect

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Executive Summary

We performed a comparison between Amazon Connect and Gupshup based on real PeerSpot user reviews.

Find out in this report how the two AI Customer Experience Personalization solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed Amazon Connect vs. Gupshup Report (Updated: September 2026).

Amazon Connect vs. Gupshup

September 2026

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Helped 919,894 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Amazon Connect

Ranking in AI Customer Experience Personalization

1st

Ranking in AI Customer Support

1st

Average Rating

8.4

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

Contact Center Platforms (1st), Contact Center as a Service (CCaaS) (2nd)

Gupshup

Ranking in AI Customer Experience Personalization

8th

Ranking in AI Customer Support

6th

Average Rating

8.4

Number of Reviews

Ranking in other categories

Customer Communications Management (CCM) (2nd), Conversation Intelligence Software (3rd), AI Sales & Marketing (6th)

Mindshare comparison

As of October 2026, in the AI Customer Experience Personalization category, the mindshare of Amazon Connect is 1.4%, down from 12.0% compared to the previous year. The mindshare of Gupshup is 0.8%, up from 0.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

AI Customer Experience Personalization Mindshare Distribution
Product	Mindshare (%)
Amazon Connect	1.4%
Gupshup	0.8%
Other	97.8%

AI Customer Experience Personalization

Featured Reviews

John Ing

Founder at The Independent User Group for Amazon Connect

Cloud contact flows have unified omnichannel journeys and now support natural language self-service

To improve the reporting, it would be beneficial to provide better visualization of the data. Currently, you typically have to take the data out into another service to make it readable and understandable. It would be easier if it were available in that format from the start. Amazon Connect should continue to develop the AI capability within the platform and improve the performance of the AI features, as they are still relatively new and the performance can sometimes be inconsistent. Additionally, there are a number of basic features that could potentially be continued to be improved. The pricing and licensing of Amazon Connect are not licensed. The pricing is consumption-based with two pricing models: one called the AI pricing model and the other called basic. Amazon Connect should provide greater clarity for customers on the pros and cons of its pricing, as some customers might end up paying more than they should if they do not understand it properly. I believe Amazon Connect should add more information on how the pricing works. It is available publicly, which is good. However, when you turn on Amazon Connect, you immediately start using the AI pricing bundle, which may not be the most appropriate for some customers, resulting in them paying nearly twice as much as they should.

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Sanket Dofe

Senior Software Engineer at Wynisco

Partner program has reduced messaging costs and now supports reliable, large scale communication

I believe Gupshup could improve in several areas. Since our partnership involves working at scale for multiple WhatsApp Business API numbers over their infrastructure, I noticed that Gupshup also provides WhatsApp Business API for single consumers, which I saw on their website and documentation. They charge additionally per message or template message on top of the actual WhatsApp Business APIs messaging rate. For example, sending a WhatsApp marketing template costs around $1.50, and Gupshup adds their own service fee per message, around 20 to 30 cents. For a single consumer working at scale and sending thousands of messages daily, this can become concerning. They should implement a solution where it could be a one-off payment instead of per message payment, allowing single consumers to leverage their service better. What would make it a 10? A better engineering team that solves problems and knows the ins and outs instead of just doing patch fixes would be ideal for me. Being a tech-focused person, I believe the system we rely on should be totally reliable and the people working on it should be reliable as well.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"Amazon recently launched a new service within Amazon Connect called Workforce Management (WFM). Only a few companies like NICE and Genesys offer comparable WFM solutions. Amazon Connect's WFM features are robust, allowing for agent scheduling, tracking their status (on call, on leave, on break, etc.)."

"The most helpful feature of Amazon Connect is Lex Bot, which is an inbuilt AI chatbot; it is very easy to develop a chatbot and the voice bot solution on Amazon Connect."

"The stability of the application and the services of Amazon Connect is very good, especially when it integrates with Lex, making the customer service solution more efficient."

"Amazon Connect enhances customer experience by reducing operating costs due to its cloud-based pay-as-you-go model."

"The solution is easy to use and has no downtime. 99.9 percent of customers are happy with AWS cloud services. It is also easy to learn, but you need to practice daily."

"It integrates with major tools like Amazon Polly for text-to-speech and third-party services like Twilio and Cisco-based dialers."

"Amazon Connect is really simple, straightforward, and very flexible."

"The feature I find best about Amazon Connect, which is currently on trend, is the artificial intelligence; it helps us maintain continuity with the client—for instance, if a client calls for a ticket and calls again after three days, we can keep the same ticket or request to provide follow-up with the same agent or person."

More Amazon Connect pros

"Gupshup is doing a good job in terms of accuracy and reliability, and they can keep doing so."

"My main use case with Gupshup was flawless; it was very user-friendly, and I personally loved using it."

"At BookMyShow, I typically achieved delivery rates above 95%, read rates between 60 to 80%, and click-through rates noticeably higher than other comparable tools."

"We have achieved a 97 to 98 percent successful delivery rate for business-critical OTPs and transactional notifications."

"The amount we invested in Gupshup is actually a benefit for us because the ROI in terms of student admissions was growing each year."

"Gupshup has positively impacted my organization by helping me increase the user base from an existing point of view from zero to 0.6x in a span of three months."

"I think the best feature Gupshup offers is the very good documentation, and I appreciate how they provide assistance when we need it, as well as the architecture of the documentation."

"Gupshup has impacted my organization very positively; it is a good platform, very reliable, and this is the first platform that we have used where we did not feel any need to switch over to any competitor because Gupshup is everything it markets itself to be."

More Gupshup pros

Cons

"For enterprises to get maximum use, we often need a dialer system. or example – you have a list of people to call, you load it, and the system automatically dials and connects you without having to manually dial each number. That's the kind of automated outbound dialing feature."

"I would like to see a cold transfer capability instead of only offering a warm transfer."

"Future improvements could include support for email as a channel."

"There is room for improvement in certain areas of Amazon Connect. For example, regarding holiday scheduling, the platform lacks a specific feature to declare holidays for companies on fixed dates. While basic hours and weekly schedules can be set, there's no option for declaring specific dates like national holidays. Basic scheduling options exist, but users must rely on Lambda functions for more complex rules and logic."

"One area for improvement with Amazon Connect lies in the cost structure, particularly for use cases involving smaller data volumes. While it's simple to establish communication channels, the pricing model may result in higher costs for such scenarios. This presents a challenge that organizations may encounter, especially if they aim to optimize efficiency while managing smaller data transfers."

"We have faced many challenges with the solution's call quality that could be improved."

"Amazon Connect should enhance its native agent desktop. Intuitive UI should be present for the agent desktop. Currently, it forces users to rely on third-party CRM integrations. Predominantly, there is no support for full-fledged customization for the native agent desktop. More customization options for the native desktop would be beneficial."

"Due to network issues, the agent desktop might be affected. If the firewall blocks the agent's desktop, connectivity might be disrupted."

More Amazon Connect cons

"I would appreciate more granular error code documentation for edge case API delivery failures, deeper out-of-the-box integration with cloud monitoring tools such as AWS CloudWatch or DataDog for native metric scraping, and a more responsive administrative console when querying massive historical message logs."

"Gupshup could be improved by adding more selection of templates."

"I think Gupshup could be improved with online support or WhatsApp support so that we can talk directly with an agent, instead of working only by email."

"What would make it a 10? A better engineering team that solves problems and knows the ins and outs instead of just doing patch fixes would be ideal for me."

"The main thing the support team should do is give immediate resolution, not take a day or two or three days."

"If I suggest an improvement, I would desire to see deeper analytics."

"I think their customer support needs to be improved as they have a very slow response time and lack local support, especially in Indonesia."

"Sometimes it stays in the pending part and it might not get approval from the Meta side, so that is one thing which needs to be improved."

More Gupshup cons

Pricing and Cost Advice

"I can't speak for the pricing of other contact center solutions, but in terms of Amazon Connect, compared to other AWS products, it's one of the more expensive options. However, the cost can be low if you have a smaller team of agents or receive fewer calls. Pricing is typically based on a per-user basis."

"The licensing is a pay-as-you-go model."

"Amazon Connect has a pay-as-you-go model. But I have a slightly different perspective on it."

"The solution is neither very expensive nor very cheap."

"The pricing of the Amazon is reasonable compared to other cloud providers."

"I rate the tool's pricing an eight out of ten."

"I would rate the pricing a nine out of ten, with ten being the most affordable."

"The tool's licensing model is pay-as-you-go."

More Amazon Connect pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Financial Services Firm

12%

Outsourcing Company

10%

Manufacturing Company

Computer Software Company

Manufacturing Company

19%

Comms Service Provider

15%

Construction Company

12%

University

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	6
Midsize Enterprise	4
Large Enterprise	16

By reviewers
Company Size	Count
Small Business	8
Midsize Enterprise	1
Large Enterprise	7

Questions from the Community

Which is better - Genesys Cloud or Amazon Connect?

Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center management software was the better fit for us. We decided to go with Genesys Cloud. Ge...

What is your experience regarding pricing and costs for Amazon Connect?

Most of my customers are not going with the pay-as-you-go pricing model, as they prefer yearly contracts or three-year contracts. They reserve it. So not all the services we used are pay-as-you-go;...

What needs improvement with Amazon Connect?

What is your experience regarding pricing and costs for Gupshup?

The pricing part was taken care of by the finance team, so we do not have any idea about the pricing part.

What needs improvement with Gupshup?

One thing I feel is that creating a template takes a bit of time for us. After creation, the approval part takes time. Sometimes it stays in the pending part and it might not get approval from the ...

What is your primary use case for Gupshup?

I have been using Gupshup since the beginning of my journey with GITAM for communications. It helped me in sending all WhatsApp bulk messages to all targeted students and parents. The main purpose ...

Genesys Cloud CX vs Amazon Connect

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Product Reports

Download Amazon Connect product report

Amazon Connect

October 2026

Download Gupshup product report

October 2026

Also Known As

AWS Connect

No data available

Overview

Amazon Connect offers a cloud-based contact center solution, featuring seamless AWS integration and AI capabilities like Lex Bot. It enables cost-effective, scalable operations across global locations with a pay-as-you-go model, eliminating maintenance fees and hardware requirements.

Amazon Connect revolutionizes contact centers by integrating AI-driven automation and real-time analytics for efficient operations. It supports agents with flexible call routing, machine learning insights, and an intuitive design. Businesses benefit from its scalability and reliability while leveraging its global reach. While it excels in many areas, improvements are needed in pricing structure, workforce management features, CRM integration, and multi-channel communication capabilities. Further enhancements in call quality, outbound call features, and security would strengthen its market position.

What are the most important features of Amazon Connect?

Seamless AWS Integration: Easily connects with AWS services for enhanced operations.
AI Capabilities: Utilizes Lex Bot for intelligent call handling and automation.
Flexible Call Routing: Adjusts to meet diverse business needs and workflows.
User-Friendly Interface: Allows quick setup and management.
Analytics and Machine Learning: Provides real-time insights and automation.

What benefits and ROI should users look for in reviews?

Cost-Effectiveness: Pay-as-you-go model minimizes expenses without maintenance fees.
Scalability: Adapts to business growth across global locations.
Reliability: Ensures continuous and seamless operations.
Efficiency: Reduces need for VoIP hardware, optimizing resources.
Omni-channel Capabilities: Supports voice, chat, and email communication.

Amazon Connect is widely utilized by organizations migrating from traditional contact center solutions like Cisco and Avaya. Integrated with CRM systems such as Salesforce and ServiceNow, it enhances call routing, IVR, and agent dashboards, promoting efficiency. Industries benefit from its AI-driven automation and softphones to streamline communication processes, particularly in those seeking to modernize and achieve seamless omnichannel customer engagement.

Amazon Web Services (AWS)

Gupshup offers a comprehensive communication platform that enables businesses to engage with customers effectively. Leveraging advanced APIs, it facilitates multi-channel communication for businesses.

Gupshup provides a robust ecosystem designed for seamless interaction across messaging platforms. Businesses can automate, engage, and leverage data insights through its APIs, SDKs, and integrations, fostering efficient customer communication. The platform supports high-volume messaging, ensuring timely delivery and real-time engagement, essential for modern enterprises seeking to enhance user experience and operational efficiency.

What are the most important features of Gupshup?

Multi-Channel Messaging: Connects businesses to customers on channels like WhatsApp, SMS, and more for consistent outreach.
API Integration: Simplifies connectivity with existing systems, enhancing communication workflows.
Automation Tools: Offers chatbots and automated responses to increase efficiency and reduce manual tasks.
Analytics and Insights: Provides data-driven analytics to optimize communication strategies and outcomes.

What benefits and ROI should businesses consider?

Enhanced Customer Engagement: Drives better interaction through personalized messaging and responsive channels.
Cost-Effective Communication: Reduces the cost of customer support by automating repetitive inquiries.
Scalability: Easily adapts to growing communication demands of businesses.
Improved Decision Making: Utilizes real-time data and analytics for strategic planning.

In industries like e-commerce and financial services, Gupshup is implemented to streamline customer service through automated messaging solutions that handle queries efficiently. By integrating with popular messaging apps, businesses achieve enhanced customer interaction and satisfaction.

Sample Customers

Capital One, Intuit, Adobe, Siemens, LegalZoom, DXC technology, Rackspace, Bellhop, American Preparatory Academy, The University of Texas at Dallas, University of Auckland, Origin Energy, and others.

Information Not Available