Amazon Connect vs Hiver
Side-by-side comparison of features, pricing, and integrations.
Quick Verdict
Amazon Connect offers fewer features (44 vs 70) and more integrations (15 vs 14). Starting price: Amazon Connect at Contact Sales vs Hiver at $25/mo. Amazon Connect has 44 unique features while Hiver has 70 unique features, with 0 features in common.
| Amazon Connect | Hiver | |
|---|---|---|
| Category | Customer Support | Customer Support |
| Total Features | 44 | 70 |
| AI-Powered Features | 18 | 14 |
| Starting Price | Contact Sales | $25/mo |
| Pricing Tiers | 10 | 4 |
| Integrations | 15 | 14 |
| Shared Features | 0 | |
| Shared Integrations | 0 | |
| Data Quality | 85% | 95% |
Feature Comparison by Category
AI (9 vs 0)
| Feature | Amazon Connect | Hiver |
|---|---|---|
| AI-Powered Agent Assist | ||
| 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 | ||
| Speech and Voice Capabilities |
Agent Tools (2 vs 0)
| Feature | Amazon Connect | Hiver |
|---|---|---|
| Agent Workspace | ||
| Step-by-Step Agent Guides |
Analytics (5 vs 8)
| Feature | Amazon Connect | Hiver |
|---|---|---|
| Analytics for Conversations | ||
| CSAT & Sentiment Reports | ||
| CSAT Surveys | ||
| Conversational Analytics | ||
| Custom Metrics and Dashboards | ||
| Custom Reports | ||
| Dashboards | ||
| Flow Designer Analytics | ||
| Performance Evaluations | ||
| Real-Time Operational Visibility | ||
| Reports | ||
| Reports on Users, Tags & SLA | ||
| SLA Management |
Apps (0 vs 5)
| Feature | Amazon Connect | Hiver |
|---|---|---|
| Basic Integrations | ||
| Hiver API | ||
| Integrations | ||
| Premium Integrations | ||
| Slack Integration |
Automation (3 vs 12)
| Feature | Amazon Connect | Hiver |
|---|---|---|
| Approvals | ||
| Auto-responders | ||
| Automatic Assignment | ||
| Business Hours | ||
| CSAT & SLA-based Workflows | ||
| Chatbots | ||
| Custom Objects | ||
| Drag-and-Drop Workflow Designer | ||
| Individual to Shared Inbox Automation | ||
| Load-balanced Assignment | ||
| Predictive Dialer | ||
| Rule-based Automations | ||
| Rules Engine | ||
| Scheduled Automations | ||
| Skill-based Routing |
Campaign Management (1 vs 0)
| Feature | Amazon Connect | Hiver |
|---|---|---|
| Outbound Campaigns |
Case Management (1 vs 0)
| Feature | Amazon Connect | Hiver |
|---|---|---|
| Cases Management |
Channels (0 vs 4)
| Feature | Amazon Connect | Hiver |
|---|---|---|
| Live Chat | ||
| Omnichannel Support | ||
| Voice Support | ||
| WhatsApp Support |
Collaboration (0 vs 7)
| Feature | Amazon Connect | Hiver |
|---|---|---|
| Collaborators | ||
| Collision Alerts | ||
| Followers | ||
| Internal Knowledge Base | ||
| Notes & @mentions | ||
| Permalinks | ||
| Shared Drafts |
Communication (8 vs 0)
| Feature | Amazon Connect | Hiver |
|---|---|---|
| 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 | Hiver |
|---|---|---|
| Customer Profiles | ||
| Unified Customer Profiles |
Hiver AI (0 vs 13)
| Feature | Amazon Connect | Hiver |
|---|---|---|
| AI Agents | ||
| AI Answers | ||
| AI Compose | ||
| AI Copilot | ||
| AI Extract | ||
| AI Insights | ||
| AI QA | ||
| AI Sentiment Analysis | ||
| AI Summarizer | ||
| AI Tagging | ||
| AI Tasks | ||
| AI Thank You Detector | ||
| Ask AI |
Integration (6 vs 0)
| Feature | Amazon Connect | Hiver |
|---|---|---|
| AWS Lambda Integration | ||
| Apple Messages for Business Integration | ||
| External Voice Connector | ||
| Third-Party Application Integration | ||
| Third-Party Speech Integration | ||
| WhatsApp Business Integration |
Monitoring (1 vs 0)
| Feature | Amazon Connect | Hiver |
|---|---|---|
| Screen Recording |
Routing (2 vs 0)
| Feature | Amazon Connect | Hiver |
|---|---|---|
| Omnichannel Routing | ||
| Skills-Based Routing |
Security (0 vs 2)
| Feature | Amazon Connect | Hiver |
|---|---|---|
| HIPAA Compliance | ||
| OKTA SSO Integration |
Self-Service (0 vs 3)
| Feature | Amazon Connect | Hiver |
|---|---|---|
| Customer Portal | ||
| External Knowledge Base | ||
| Knowledge Base |
Support (0 vs 3)
| Feature | Amazon Connect | Hiver |
|---|---|---|
| Additional Success Services | ||
| Custom Build Hours | ||
| Onboarding Assistance |
Team Management (0 vs 4)
| Feature | Amazon Connect | Hiver |
|---|---|---|
| Custom Roles | ||
| Out of Office (OOO) | ||
| Team Management | ||
| Workload Distribution |
Testing (1 vs 0)
| Feature | Amazon Connect | Hiver |
|---|---|---|
| Test and Simulate Experiences |
Ticketing (0 vs 9)
| Feature | Amazon Connect | Hiver |
|---|---|---|
| Contacts | ||
| Custom Fields | ||
| Email Templates | ||
| Linked Conversations | ||
| Mobile App | ||
| Shared Inbox | ||
| Tags | ||
| Tickets | ||
| Views |
Workforce Management (3 vs 0)
| Feature | Amazon Connect | Hiver |
|---|---|---|
| Forecasting and Agent Scheduling | ||
| Intelligent Agent Scheduling | ||
| Task Management |
Unique Features
Only in Amazon Connect (44)
Agent Workspace
Step-by-Step Agent Guides
AI-Powered Agent Assist
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
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
+ 24 more unique features
Only in Hiver (70)
Analytics for Conversations
CSAT & Sentiment Reports
CSAT Surveys
Custom Reports
Dashboards
Reports
Reports on Users, Tags & SLA
SLA Management
Basic Integrations
Hiver API
Integrations
Premium Integrations
Slack Integration
Approvals
Auto-responders
Automatic Assignment
Business Hours
Chatbots
CSAT & SLA-based Workflows
Custom Objects
+ 50 more unique features
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