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: June 2026).

Amazon Connect vs. Gupshup

June 2026

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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

2nd

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) (1st)

Gupshup

Ranking in AI Customer Experience Personalization

6th

Ranking in AI Customer Support

4th

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 July 2026, in the AI Customer Experience Personalization category, the mindshare of Amazon Connect is 1.7%, down from 9.7% compared to the previous year. The mindshare of Gupshup is 0.9%. It is calculated based on PeerSpot user engagement data.

AI Customer Experience Personalization Mindshare Distribution
Product	Mindshare (%)
Amazon Connect	1.7%
Gupshup	0.9%
Other	97.4%

AI Customer Experience Personalization

Featured Reviews

Santiago Enrique Montoya Sandoval

Voice Engineer at Softtek

Enables seamless integration with leading customer support platforms and offers reliable and scalable communication solutions

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. That is a valuable feature. Another important capability I discovered is that, from a technical perspective, you can select the caller ID in such a way that if one of your direct numbers fails, you can select another one to proceed with the calls. The system is not dependent on one calling number.

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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

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

"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 product is cloud-based and easy to operate. We have a broad integration capability, allowing for a multitude of integrations. This gives our customers a good understanding of our product, even if they aren't actively utilizing it. They can easily access and utilize all the features that Amazon's cloud services offer, making integrating with other cloud platforms simpler. It's not a standalone solution, which is advantageous for our customers."

"One of the key values is that it operates on a pay-as-you-go platform model, is cloud-native, multi-channel, has good analytical capability and reporting, is a stable platform, and is receiving huge investment from AWS."

"Amazon Connect is an integrated solution, which is attractive because a customer doesn't have to worry about which product to buy; they buy one product and that gives them everything."

"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."

"What I appreciate best about Amazon Connect is its simplicity; you can easily set up a contact center solution within a couple of hours, which is extremely beneficial."

"In my experience, one of the tool's most valuable features is its ease of use. Setting up a contact center can be done in just a few minutes with a few clicks. This contrasts with the hours or days it might take using other solutions."

More Amazon Connect pros

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

"The return on investment has been tremendous."

"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."

"Gupshup has positively impacted my organization in multiple ways, significantly impacting the bottom line and providing an overall return through the WhatsApp automation report showing around 398 percent on investment over a three-year period."

"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."

"In my experience, the best features Gupshup offers include the ability for a user with no prior knowledge of code to also use this platform if they are creative."

"I believe Gupshup has made the process of integrating WhatsApp for customers more agile."

"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

"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."

"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."

"There may be room for security improvement, especially since data is stored in the cloud. While cloud security measures are robust, there may be concerns about data safety compared to traditional server setups."

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

"Support for that specific service for Amazon Connect is basically non-existent."

"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."

"However, issues that involve other AWS services sometimes delay resolution."

"Smaller organizations might prefer standalone products like Success KPI WFM or Genesys WFM. Adopting Amazon Connect necessitates using other AWS services, which could lead to higher-than-expected costs. So, the potential for unknowingly increased costs is a con."

More Amazon Connect cons

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

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

"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."

"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."

"My feedback regarding Gupshup is that during the DLT setting of IDs in the SMS and WhatsApp section, whatever is written in the portal has to be precise."

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

"Gupshup can be improved in terms of the UI and the design of the particular model."

"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."

More Gupshup cons

Pricing and Cost Advice

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

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

"The tool is cheaper than on-premise contact centers."

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

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

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

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

"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."

More Amazon Connect pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Financial Services Firm

11%

Outsourcing Company

Computer Software Company

Manufacturing Company

24%

Construction Company

14%

University

10%

Comms Service Provider

10%

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	6

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?

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 underst...

What is your experience regarding pricing and costs for Gupshup?

Regarding my experience with pricing, setup cost, and licensing, I am just the developer. I am not involved with all of these processes. Our BA might know that. So, I am not the right person to ans...

What needs improvement with Gupshup?

Nothing directly comes to mind about how Gupshup can be improved because for my use case it was the perfect solution and not all of our apps have chatbots integrated into them. For the ones in whic...

What is your primary use case for Gupshup?

I typically use Gupshup for the quick connect chatbot tool they have. I just have to drag and drop the conversations in order to make a whole flow of a conversation and depending on that I can take...

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Product Reports

Download Amazon Connect product report

Amazon Connect

July 2026

Download Gupshup product report

July 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