kitio.aiAmazon Connect vs PolyAI
A side-by-side look at pricing plans, free tiers, features, pros and cons, updated for 2026. Amazon Connect starts at See pricing page and PolyAI starts at See pricing page. Check both pricing pages for current plans.
At a glance
Best for
Category
Pricing model
Starting price
Free plan
Made by
Based in
Rating
Key features
- Visual flow designer
- AI self-service agents
- Agent recommendations
- Contact Lens analytics
- Usage-based billing
- Natural language voice agents
- Multilingual calls
- Telephony integrations
- Agent Studio
- Call analytics
| Feature | Amazon Connect | PolyAI |
|---|---|---|
| Best for | Pay-as-you-go cloud contact center from AWS with built-in AI | Voice AI agents that answer customer service phone calls |
| Category | Customer support | Customer support |
| Pricing model | Paid | Paid |
| Starting price | See pricing page | See pricing page |
| Free plan | No | No |
| Made by | Amazon Web Services | PolyAI |
| Based in | United States | United Kingdom |
| Rating | No ratings yet | No ratings yet |
| Key features |
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Pricing compared
Amazon Connect starts at See pricing page and PolyAI starts at See pricing page. Check both pricing pages for current plans.
Free plan
Cheapest paid plan
Top plan
Free trial
4 plans
Chat
$0.010 / message
- Per message sent or received
- No fixed costs
Voice
$0.038 / minute
- Per voice minute
- Standard telephony rates apply
Email
$0.080 / email
- Per email sent or received
SMS and 3P messaging
$0.014 / message
- Per message sent or received
2 plans
Dialog-RSN-1 API
$2.00 / 1M input tokens
- $5.00 / 1M output tokens
- $0.20 / 1M cached input
- $100 free credit for new accounts
- Telephony not included
Agentic Dialog Platform
Contact sales
- Telephony and orchestration
- Dialog Studio tooling
Prices in USD, checked Oct 28, 2026 or later. Plans change often, so confirm on each tool's site before you buy.
Pros and cons
Amazon Connect
- No seat licences
- Deep AWS integration
- Scales up and down easily
- Needs AWS skills to set up
- Costs hard to predict
- Fewer out-of-box CRM features
PolyAI
- Very natural-sounding phone agents
- Handles complex call flows
- Strong in hospitality and finance
- Voice only, no chat focus
- Enterprise pricing only
- Setup requires telephony work
Which one should you choose?
Choose Amazon Connect if you want:
- No seat licences
- Deep AWS integration
- Scales up and down easily
Watch out: needs aws skills to set up.
Choose PolyAI if you want:
- Very natural-sounding phone agents
- Handles complex call flows
- Strong in hospitality and finance
Watch out: voice only, no chat focus.
Amazon Connect vs PolyAI FAQ
What is the difference between Amazon Connect and PolyAI?
Amazon Connect: Pay-as-you-go cloud contact center from AWS with built-in AI. PolyAI: Voice AI agents that answer customer service phone calls. Both are customer support tools.
Is Amazon Connect or PolyAI cheaper?
Amazon Connect starts at See pricing page and PolyAI starts at See pricing page. Check both pricing pages for current plans.
Do Amazon Connect and PolyAI have free plans?
Amazon Connect: No. PolyAI: No.
Who makes Amazon Connect?
Amazon Connect is made by Amazon Web Services, based in United States.
Who makes PolyAI?
PolyAI is made by PolyAI, based in United Kingdom.
Which should I choose, Amazon Connect or PolyAI?
Choose Amazon Connect if you value no seat licences and deep aws integration. Choose PolyAI if you value very natural-sounding phone agents and handles complex call flows.