What is Amazon Connect used for?

Amazon Connect is a cloud contact center service from AWS with voice, chat, AI-based routing and agent tools, billed on pay-as-you-go usage. It is a good fit for running a cloud contact center on AWS and automating customer interactions with AI.

How much does Amazon Connect cost?

Amazon Connect is a paid product with no free plan. Pay-as-you-go with no minimums or seat licences. Chat costs $0.010 per message, voice $0.038 per minute, email $0.080 per email and SMS $0.014 per message; regions may vary.

Is Amazon Connect open source?

No. Amazon Connect is proprietary (closed-source) software and can't be self-hosted. In the Customer Support category, open-source options include Chatwoot, iTop and Request Tracker.

What are some alternatives to Amazon Connect?

Amazon Connect competes with Twilio Flex, Genesys Cloud and Five9.

Amazon Connect: features, pricing and alternatives

About Amazon Connect

Amazon Connect is a cloud contact center service from Amazon Web Services. It handles customer interactions over voice and chat and uses AI to help route, personalize and resolve conversations.

The vendor describes the current offering as an AI-powered customer experience solution that drives every interaction to resolution, personalizes engagement and learns from each conversation. As an AWS service, it can be combined with AWS data, AI and security tooling, and it is accessed through the AWS console.

Amazon Connect is delivered only through AWS. According to its page it has no fixed costs and customers pay only for what they use, and a separate pricing page details the charges. It suits organizations that want a contact center within their existing AWS environment.

Key features

Cloud contact center with voice and chat
AI-based routing and resolution
Personalized customer engagement
Learns from conversations
Integrates with other AWS services

Good fit for

→Running a cloud contact center on AWS
→Automating customer interactions with AI

Tags: contact-center; aws; cloud; voice; chat; ai; pay-as-you-go

Amazon Connect: questions and answers

What is Amazon Connect used for?: Amazon Connect is a cloud contact center service from AWS with voice, chat, AI-based routing and agent tools, billed on pay-as-you-go usage. It is a good fit for running a cloud contact center on AWS and automating customer interactions with AI.
How much does Amazon Connect cost?: Amazon Connect is a paid product with no free plan. Pay-as-you-go with no minimums or seat licences. Chat costs $0.010 per message, voice $0.038 per minute, email $0.080 per email and SMS $0.014 per message; regions may vary.
Is Amazon Connect open source?: No. Amazon Connect is proprietary (closed-source) software and can't be self-hosted. In the Customer Support category, open-source options include Chatwoot, iTop and Request Tracker.
What are some alternatives to Amazon Connect?: Amazon Connect competes with Twilio Flex, Genesys Cloud and Five9.