Amazon Connect vs Gupshup comparison

Read 13 Gupshup reviews

1,496 Views
583 Comparison Views

100% willing to recommend

Amazon Connect

Comparison Buyer's Guide

Download the report

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

Download the complete report

Helped 909,679 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

7th

Ranking in AI Customer Support

5th

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 August 2026, in the AI Customer Experience Personalization category, the mindshare of Amazon Connect is 1.5%, down from 10.8% 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	1.5%
Gupshup	0.9%
Other	97.6%

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.

Read full review

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.

Read full review

Quotes from Members

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

Pros

"The features I found most valuable include CloudFormation, which helps use multiple stacks to deploy the services and features we want, and CloudWatch, which is useful for troubleshooting and monitoring various aspects of the contact center solution."

"Amazon Connect is an easy tool to use, and one of the big things is when you look at a customer's journey and how you want to present it, it all starts with what they call contact flows, which essentially is a flowchart that can be omnidirectional with a drag-and-drop process where it's building blocks of how you want the customer's journey to go."

"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 Connect Lens feature most improves contact center efficiency by providing insights into customer journeys, behavior, and sentiment scores, allowing for areas of improvement to be identified and addressed."

"Setting up a call center and onboarding agents is easy using Amazon Connect."

"What I like most is how well it integrates with other AWS services, the ease of implementation, and the robust partner network that supports it."

"The solution reduces the overall cost of migration by approximately 50%."

"The tool's most valuable feature is its simplicity and ease of use. Unlike other cloud contact centers, Amazon Connect allows easy drag-and-drop actions. Additionally, it integrates with other AWS services like Lambda."

More Amazon Connect pros

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

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

"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 is one of the best services that I have used for sending notifications, and I totally trust it."

"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."

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

"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."

More Gupshup pros

Cons

"Amazon Connect could enhance its service by revising its pricing structure. It operates on a pay-for-call basis. This means that organizations whose call volumes fluctuate, or are heavy at specific times of the day or year, aren't burdened with fixed costs such as hardware liabilities and licenses."

"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."

"The product does not have any reporting dashboards."

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

"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 consider that there are other applications that could accomplish the same tasks in an easier way, but the cost of the product is somewhat expensive."

"Amazon Connect could benefit from having flow blocks that do that naturally without having another company behind it supporting it."

"Support for Amazon Connect is adequate. I won't say it's exceptional about the support, but you can get assistance whenever it is needed."

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."

"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."

"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."

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

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

"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."

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

"I remember that I was trying to get the webhooks about account information, and I had trouble finding in the documentation how I could receive webhooks about the account, such as when we have an account that could be blocked or when the limit of messages might be erased."

More Gupshup cons

Pricing and Cost Advice

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

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

"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."

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

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

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

More Amazon Connect pricing and cost advice

Information not available

See which vendors are best for you

Use our free recommendation engine to learn which AI Customer Experience Personalization solutions are best for your needs.

See recommendations

909,679 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

11%

Outsourcing Company

Manufacturing Company

Computer Software Company

Manufacturing Company

23%

Construction Company

14%

Comms Service Provider

11%

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	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...

Genesys Cloud CX vs Amazon Connect

Comparisons

Compared 15% of the time

Five9 vs Amazon Connect

Compared 9% of the time

NICE CXone vs Amazon Connect

Compared 8% of the time

Cisco Webex Contact Center vs Amazon Connect

Compared 5% of the time

Avaya Infinity Platform vs Amazon Connect

Compared 4% of the time

More Amazon Connect Competitors

Gong vs Gupshup

Compared 38% of the time

Quadient Inspire vs Gupshup

Compared 31% of the time

Isis Papyrus Customer Communications vs Gupshup

Compared 31% of the time

More Gupshup Competitors

Product Reports

Download Amazon Connect product report

Amazon Connect

August 2026

Download Gupshup product report

August 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