Amazon Connect
7.9#1 in capacity planning softwareAndroidiOSWebAPI
VisitAmazon Connect vs Luware Nimbus
Luware Nimbus
8.1#14 in call center softwareAndroidiOSWebAPI
VisitWhat both publish
| Fact | Amazon Connect | Luware Nimbus |
|---|---|---|
| Analytics | The service provides real-time and historical metrics, conversational analytics, and an analytics data lake that supports zero-ETL access to third-party sources. | Nimbus provides live and historical analytics covering call volume, presence and agent workload. |
| Founded | 2017 | 2010 |
| Free plan | No | No |
| Headquarters | Seattle, Washington | Zurich, Switzerland |
| Integrations | AWS documents Customer Profiles integrations with Salesforce, ServiceNow, Marketo, and Zendesk through Amazon AppFlow. | The product connects to CRM and ticketing systems through Power Automate, and offers Power BI/OData reporting, website widgets and CRM screen pops. |
| Outbound dialer | Yes | Yes |
| Product | Amazon Connect Customer is an agentic AI solution for customer experience that handles proactive outreach, self-service resolution, and agent assistance across channels. | Luware Nimbus is a cloud native customer experience and contact center platform built around Microsoft Teams. |
| Security | AWS states that Connect Customer supports TLS 1.2 or later for clients accessing the service. | Luware states that its cloud solutions, including Nimbus, are covered by SOC 2 Type II assessment and that Luware AG holds ISO 27001 certification. |
Amazon Connect plans
- Amazon Connect Customer — chatPriced on request
- Amazon Connect Customer — SMS and 3P messagingPriced on request
- Amazon Connect Customer — voicePriced on request
- Amazon Connect Customer — emailPriced on request
- Chat$0.01, paid once
- SMS and 3P messaging$0.01, paid once
Luware Nimbus plans
- Nimbus CapturePriced on request
- Advanced RoutingPriced on request
- Contact CenterPriced on request
- Attendant ConsolePriced on request
- Enterprise RoutingPriced on request
Pick Amazon Connect if…
Amazon Connect Customer is aimed at enterprises delivering customer experiences across multiple touchpoints. Its channel coverage and agent features also suit teams coordinating automated and human assistance.
Pick Luware Nimbus if…
Nimbus suits organizations running customer-facing or internal service operations, from helpdesks and receptions to large contact centers. It is aimed at teams using Microsoft Teams that need call routing, digital channels, and workflow analytics.