Amazon Connect vs Helpshift
Side-by-side comparison of features, pricing, and integrations.
Quick Verdict
Amazon Connect offers fewer features (44 vs 63) and more integrations (15 vs 6). Starting price: Amazon Connect at Contact Sales vs Helpshift at $50/mo. Amazon Connect has 43 unique features while Helpshift has 62 unique features, with 1 features in common.
| Amazon Connect | Helpshift | |
|---|---|---|
| Category | Customer Support | Customer Support |
| Total Features | 44 | 63 |
| AI-Powered Features | 18 | 17 |
| Starting Price | Contact Sales | $50/mo |
| Pricing Tiers | 10 | 4 |
| Integrations | 15 | 6 |
| Shared Features | 1 | |
| Shared Integrations | 0 | |
| Data Quality | 85% | 90% |
Feature Comparison by Category
AI (9 vs 12)
| Feature | Amazon Connect | Helpshift |
|---|---|---|
| AI Agent Copilot | ||
| AI Compose | ||
| AI Reply | ||
| AI Sentiment Analysis | ||
| AI Summary | ||
| AI-Powered Agent Assist | ||
| AI-Powered Answers | ||
| AI-Powered Case Summarization | ||
| AI-Powered Post-Contact Summaries | ||
| AI-Powered Self-Service | ||
| Amazon Bedrock Integration | ||
| Amazon Bedrock Knowledge Bases | ||
| Amazon Lex Integration | ||
| Amazon Polly Integration | ||
| FAQ Translation - Language AI |
Agent Tools (2 vs 0)
| Feature | Amazon Connect | Helpshift |
|---|---|---|
| Agent Workspace | ||
| Step-by-Step Agent Guides |
Analytics (5 vs 7)
| Feature | Amazon Connect | Helpshift |
|---|---|---|
| Analytics API | ||
| Built-in Reporting | ||
| Conversational Analytics | ||
| Custom Metrics and Dashboards | ||
| Custom Reports | ||
| Customer Service Analytics | ||
| Customizable Reports | ||
| Flow Designer Analytics | ||
| Performance Evaluations | ||
| Real-Time Monitoring | ||
| Real-Time Operational Visibility | ||
| Real-Time Operations Dashboard |
Automation (3 vs 3)
| Feature | Amazon Connect | Helpshift |
|---|---|---|
| Custom Bots & Automation | ||
| Drag-and-Drop Workflow Designer | ||
| Issue Automation | ||
| Predictive Dialer | ||
| Rules Engine | ||
| SLA Management |
Campaign Management (1 vs 0)
| Feature | Amazon Connect | Helpshift |
|---|---|---|
| Outbound Campaigns |
Case Management (1 vs 0)
| Feature | Amazon Connect | Helpshift |
|---|---|---|
| Cases Management |
Channels (0 vs 10)
| Feature | Amazon Connect | Helpshift |
|---|---|---|
| Console Support | ||
| Discord Integration | ||
| Email & Webform Support | ||
| Facebook Integration | ||
| Mobile Native Support | ||
| PC Native Support | ||
| SMS Support | ||
| Voice Support | ||
| Web Support | ||
| WhatsApp Integration |
Communication (8 vs 1)
| Feature | Amazon Connect | Helpshift |
|---|---|---|
| Announcements | ||
| Chat and Messaging | ||
| Customer First Callbacks | ||
| Email Management | ||
| High-Quality Audio | ||
| In-App and Web Calling | ||
| Omnichannel Communication | ||
| Telephony Management | ||
| Video Calling and Screen Share |
Customer Data (2 vs 0)
| Feature | Amazon Connect | Helpshift |
|---|---|---|
| Customer Profiles | ||
| Unified Customer Profiles |
Customization (0 vs 1)
| Feature | Amazon Connect | Helpshift |
|---|---|---|
| Branding & Customization |
Feedback (0 vs 2)
| Feature | Amazon Connect | Helpshift |
|---|---|---|
| Feedback & Survey Bots | ||
| User Feedback System |
Integration (6 vs 1)
| Feature | Amazon Connect | Helpshift |
|---|---|---|
| AWS Lambda Integration | ||
| Apple Messages for Business Integration | ||
| External Voice Connector | ||
| REST API | ||
| Third-Party Application Integration | ||
| Third-Party Speech Integration | ||
| WhatsApp Business Integration |
Messaging (0 vs 3)
| Feature | Amazon Connect | Helpshift |
|---|---|---|
| Async Messaging | ||
| Live Messaging | ||
| Social Messaging |
Monitoring (1 vs 0)
| Feature | Amazon Connect | Helpshift |
|---|---|---|
| Screen Recording |
Notifications (0 vs 1)
| Feature | Amazon Connect | Helpshift |
|---|---|---|
| Live Notifications for Agents |
Productivity (0 vs 1)
| Feature | Amazon Connect | Helpshift |
|---|---|---|
| Quick Replies |
Routing (2 vs 3)
| Feature | Amazon Connect | Helpshift |
|---|---|---|
| Automated Agent Workload Balancing | ||
| Omnichannel Routing | ||
| Queue Management | ||
| Skill-Based Routing | ||
| Skills-Based Routing |
Self-Service (0 vs 2)
| Feature | Amazon Connect | Helpshift |
|---|---|---|
| FAQ Management | ||
| Help Center |
Services (0 vs 6)
| Feature | Amazon Connect | Helpshift |
|---|---|---|
| Community Management | ||
| Content Moderation | ||
| Dedicated Human Support Specialists | ||
| Managed Services | ||
| Professional Services | ||
| VIP Engagement & Growth |
Support (0 vs 5)
| Feature | Amazon Connect | Helpshift |
|---|---|---|
| 24/7 Support | ||
| Guided Onboarding | ||
| Knowledge Base | ||
| SLA Support | ||
| Self-Serve Onboarding |
Team Management (0 vs 4)
| Feature | Amazon Connect | Helpshift |
|---|---|---|
| Collaborative Notes | ||
| Custom Roles | ||
| Smart Views | ||
| Team Roles & Permissions |
Testing (1 vs 0)
| Feature | Amazon Connect | Helpshift |
|---|---|---|
| Test and Simulate Experiences |
Ticketing (0 vs 1)
| Feature | Amazon Connect | Helpshift |
|---|---|---|
| Unified Ticketing Dashboard |
Workforce Management (3 vs 0)
| Feature | Amazon Connect | Helpshift |
|---|---|---|
| Forecasting and Agent Scheduling | ||
| Intelligent Agent Scheduling | ||
| Task Management |
Unique Features
Only in Amazon Connect (43)
Agent Workspace
Step-by-Step Agent Guides
AI-Powered Agent Assist
AI-Powered Case Summarization
AI-Powered Post-Contact Summaries
Amazon Bedrock Integration
Amazon Bedrock Knowledge Bases
Amazon Lex Integration
Amazon Polly Integration
Speech and Voice Capabilities
Conversational Analytics
Custom Metrics and Dashboards
Flow Designer Analytics
Performance Evaluations
Real-Time Operational Visibility
Drag-and-Drop Workflow Designer
Predictive Dialer
Rules Engine
Outbound Campaigns
Cases Management
+ 23 more unique features
Only in Helpshift (62)
AI Agent Copilot
AI Compose
AI Reply
AI Sentiment Analysis
AI Summary
AI-Powered Answers
FAQ Translation - Language AI
Intent Classification
Language AI Translation
Smart FAQ
Smart Intents
Analytics API
Built-in Reporting
Custom Reports
Customer Service Analytics
Customizable Reports
Real-Time Monitoring
Real-Time Operations Dashboard
Custom Bots & Automation
Issue Automation
+ 42 more unique features
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