Amazon Connect vs Gupshup comparison

Read 14 Gupshup reviews

1,739 Views
678 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: September 2026).

Amazon Connect vs. Gupshup

Download the complete report

Helped 914,889 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 (2nd), AI Sales & Marketing (6th)

Mindshare comparison

As of September 2026, in the AI Customer Experience Personalization category, the mindshare of Amazon Connect is 1.4%, down from 11.5% compared to the previous year. The mindshare of Gupshup is 0.8%. 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.

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

"The best thing about Amazon Connect is that it has everything we need in one place. With other products, we might have to get different tools for different jobs, like recording calls. However, with the tool, it's all there together. Plus, it's cheaper than other options."

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

"We utilize Amazon Connect to handle customer service interactions, particularly in projects where we provide professional services. For example, when developing an application, we typically set up EC2 instances on AWS. Then, to facilitate communication within our clients' internal networks, we establish connections through 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."

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

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

"There is no technical experience needed to build it. It's easy for beginners to understand and use."

More Amazon Connect pros

"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."

"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."

"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."

"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."

"Gupshup has positively impacted my organization by helping me achieve a lower customer acquisition cost than another BSP."

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

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

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

More Gupshup pros

Cons

"There are issues on features like Lambda integrations and time-out"

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

"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."

"The scalability needs improvement."

"The technical support from AWS is average.It is average because not every time I find a solution."

"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."

"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."

"Amazon recently released a new feature called 'Customer Profiles.' It's intended to be similar to Salesforce. However, feature-wise, it isn't equivalent to Salesforce yet."

More Amazon Connect cons

"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."

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

"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."

"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."

"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."

"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 solution is neither very expensive nor very cheap."

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

"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."

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

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

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

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

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

914,889 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

11%

Outsourcing Company

10%

Manufacturing Company

Computer Software Company

Manufacturing Company

20%

Construction Company

13%

Comms Service Provider

12%

University

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	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

Comparisons

Compared 12% of the time

Five9 vs Amazon Connect

Compared 8% 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 34% of the time

Isis Papyrus Customer Communications vs Gupshup

Compared 29% of the time

Quadient Inspire vs Gupshup

Compared 28% of the time

More Gupshup Competitors

Product Reports

Amazon Connect

Download Amazon Connect product report

Download Gupshup product report

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

Amazon Connect vs. Gupshup