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Amazon Connect

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Pay-as-you-go AI-powered omnichannel cloud contact center from AWS

Automatic Call Distribution Software Call & Contact Center Software Contact Center Software Interactive Voice Response (IVR) Software
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  • Deployment Cloud Based
  • Starting price $0.038/min
  • Free trial Available
  • Best for Startups, SMEs, Agencies

What is Amazon Connect?

Amazon Connect is an AI-powered omnichannel cloud contact center service from AWS, offering voice, chat, SMS, email, and video support with a drag-and-drop flow designer for building IVR and self-service experiences. It includes a unified agent workspace, task management, conversational analytics, and AI capabilities powered by Amazon's speech and language models, all running on AWS infrastructure.

Unlike most contact center software, Amazon Connect uses pure pay-as-you-go pricing with no seat licenses or minimum fees. Official rates include 0.038 dollars per minute for voice, 0.01 dollars per chat message, 0.08 dollars per email, and 0.014 dollars per SMS or third-party message, plus separate phone number fees. New AWS accounts get a 12 month free tier with limited monthly usage.

Key Features of Amazon Connect

Amazon Connect lists 10 documented features, including Omnichannel contact flows (voice, chat, SMS, email, video), Drag-and-drop Flows workflow designer and Amazon Connect Tasks for work item tracking. The list below covers what the product does rather than how it is marketed.

  • Omnichannel contact flows (voice, chat, SMS, email, video)
  • Drag-and-drop Flows workflow designer
  • Amazon Connect Tasks for work item tracking
  • Unified agent workspace
  • AI-powered agent assist and conversational analytics
  • Real-time and historical reporting dashboards
  • Nova speech-to-speech AI model integration
  • No-code/low-code self-service bots
  • Pay-as-you-go usage-based pricing
  • Deep integration with AWS services (Lambda, Lex, S3)

Amazon Connect Pricing

Amazon Connect lists 1 plan without published figures. Pricing is quoted on request.

Pay As You Go

$0.038/min

per minute for voice; usage-based

Request pricing

Voice at $0.038/minute, chat at $0.010/message, email at $0.080/email, SMS/third-party messaging at $0.014/message, plus separate phone number fees; no minimums or contracts

Amazon Connect Specifications

Amazon Connect is available on web app. It offers an API and has a free trial.

Deployment
  • Cloud Based
Billing cycle
Transaction
Desktop
  • Web App
Languages
  • English
Built for
  • Startups
  • SMEs
  • Agencies
  • Enterprises
Support
  • Email
  • Phone
  • Tickets
  • Training
Integrations
Salesforce, Zendesk, ServiceNow, Microsoft Dynamics 365, and AWS services such as Lambda, Lex, S3, and Kinesis
Public API
Yes
Free trial
Yes
Free plan
No
Runs in browser
Yes
Customisable
Yes
Website
aws.amazon.com

Amazon Connect Videos

Amazon Connect Screenshots

Amazon Connect screenshot 1

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Amazon Connect FAQs

Amazon Connect uses pay-as-you-go pricing with no seat licenses or long-term contracts, charging per minute for voice and per message or email for other channels.

According to AWS's pricing page, voice is billed at 0.038 dollars per minute, in addition to any telephony carrier charges.

Yes, new AWS accounts can access a 12 month free tier that includes a limited amount of monthly usage minutes.

Amazon Connect is built on AWS, so administrators typically need some familiarity with the AWS console, Lambda, and related services to fully configure contact flows.

Yes, Amazon Connect integrates with Salesforce, Zendesk, ServiceNow, and other CRM platforms alongside native AWS services.