Amazon Connect vs Gupshup comparison

Amazon Web Services (AWS) and Gupshup are both solutions in the AI Customer Experience Personalization category. Amazon Web Services (AWS) is ranked #2 with an average rating of 8.5, while Gupshup is ranked #6 with an average rating of 8.5. Amazon Web Services (AWS) holds a 1.7% mindshare in ACEP, compared to Gupshup’s 0.9% mindshare. Additionally, 100% of Amazon Web Services (AWS) users are willing to recommend the solution, compared to 100% of Gupshup users who would recommend it.

Amazon Connect

Read 26 Amazon Connect reviews

5,239 Views
943 Comparison Views

100% willing to recommend

Gupshup

Read 12 Gupshup reviews

1,188 Views
451 Comparison Views

100% willing to recommend

Amazon Connect

Gupshup

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).

Buyer's Guide

Amazon Connect vs. Gupshup

June 2026

Download the complete report

Helped 902,894 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

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

8.6

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.

Read full review

Jaspreet k

Head of development at Flash

Improving customer engagement has transformed how our AI chatbots drive conversational sales

I do not feel that Gupshup needs any improvement. It is an absolute solution, and I believe they do not need improvements in UI, UX, customer support, product visibility, or learning curve. Everything is very detailed, and I feel it is the best in this segment. I do not have any suggestions for improvement. I do see advancements of AI and ML in the upcoming years as a potential area for Gupshup to focus on further. I am witnessing new LLM and models emerging in the industry daily, so naturally, I think the AI agents could be improved. Beyond that, I do not feel anything else is needed as an improvement.

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 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."

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

"The solution is easy to use and has no downtime. 99.9 percent of customers are happy with AWS cloud services. It is also easy to learn, but you need to practice daily."

"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."

"Amazon Connect is really simple, straightforward, and very flexible."

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

"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."

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

More Amazon Connect pros

"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 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."

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

"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."

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

"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 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."

"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."

More Gupshup pros

Cons

"Amazon Connect should have a solution for customers who have heavily invested in previous CCaaS solutions; a proper roadmap could make it easier for customers to migrate over the platform."

"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."

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

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

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

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

"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."

"The tool needs to improve its bandwidth. When multiple users use Lambda functions, there can be timeouts from the Lambda function due to coding constraints. If it times out, the Lambda function fails and switches to an alternative branch. Improving bandwidth could address this issue."

More Amazon Connect cons

"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."

"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 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 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."

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

More Gupshup cons

Pricing and Cost Advice

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

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

"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 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."

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

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

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

902,894 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

11%

Computer Software Company

Manufacturing Company

Outsourcing Company

Manufacturing Company

26%

Construction Company

16%

University

11%

Comms Service Provider

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	7
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...

See all answers

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;...

See all answers

What needs improvement with Amazon Connect?

I do not remember specific features that could be added to Amazon Connect, to be honest, but it has been a long time since I was involved in the project.

See all answers

What is your experience regarding pricing and costs for Gupshup?

Regarding the metering and billing experience, I feel that Gupshup has provided me exceptional results. The payment plans and model for paying directly were not expensive at all. I am essentially a...

See all answers

What needs improvement with Gupshup?

See all answers

What is your primary use case for Gupshup?

I have been using Gupshup for the last four years in the organization for SMS API management. Gupshup serves as a provider for the API, helping us to get the OTPs and the omnichannel transactional ...

See all answers

Comparisons

Genesys Cloud CX vs Amazon Connect

Compared 17% of the time

Five9 vs Amazon Connect

Compared 10% 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

Siebel Contact Center vs Amazon Connect

Compared 4% of the time

More Amazon Connect Competitors

Gong vs Gupshup

Compared 36% of the time

Isis Papyrus Customer Communications vs Gupshup

Compared 33% of the time

Quadient Inspire vs Gupshup

Compared 31% of the time

More Gupshup Competitors

Product Reports

Buyer's Guide

Amazon Connect

June 2026

Download Amazon Connect product report

Buyer's Guide

Conversation Intelligence Software

June 2026

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.

Gupshup

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

Buyer's Guide

Amazon Connect vs. Gupshup

June 2026

Free Report: Amazon Connect vs. Gupshup

Find out what your peers are saying about Amazon Connect vs. Gupshup and other solutions. Updated: June 2026.

DOWNLOAD NOW

902,894 professionals have used our research since 2012.

See our Amazon Connect vs. Gupshup report.

See our list of best AI Customer Experience Personalization vendors and best AI Customer Support vendors.

We monitor all AI Customer Experience Personalization reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.