ContactWithAI
CCaaS Platform

Amazon Connect

AWS's cloud contact center — pay-per-minute pricing, native AI agents, and Bedrock LLM integration at scale.

aws.amazon.com Verified April 2026 Seattle, US Founded 2017 public

The only major CCaaS with true pay-per-minute pricing and no seats. Deep AWS ecosystem lock-in is both the biggest strength and the biggest risk.

Pricing

$0.018 /min

Two tiers: à la carte ($0.018/min voice, $0.004/chat message) or Unlimited AI ($0.038/min voice, $0.010/chat message — includes all AI features). No seats, no minimums, no contracts. Free tier: 500 chat messages/month.

Free tier Per minute Usage-based
View pricing page → Verified April 2026

Capabilities

Capability Amazon Connect
Transcription ✓
Summarization ✓
Sentiment Analysis ✓
Real-Time Agent Assist ✓
Autonomous Voice Agent ✓
Virtual Agent (Chat) ✓
Conversation Intelligence ✓
Automated QA ✓
Intelligent Routing ✓
Predictive Dialer ✓
Voice Cloning ✗
Multilingual ✓
Coaching Workflows ✓
Workforce Management ✓

Compliance & Security

Integrations

CRM

salesforcehubspotzohomsdynamics

Helpdesk

zendeskservicenowsalesforce service cloud

AI Models

aws bedrockanthropicopenaimeta llamacohere

Other

AWS LambdaAmazon LexAmazon PollyAmazon S3Amazon DynamoDBAmazon RedshiftAmazon AppFlowMarketo
API documented View integrations marketplace →

Reviews & Recognition

G2
4.4 /5 (69 reviews)

Analyst Recognition

  • Gartner Magic Quadrant for Contact Center as a Service (2025) leader →
  • Forrester Forrester Wave for Contact Center as a Service (2025) leader →

Alternatives to Amazon Connect

twilio flexView profile → Compare with Amazon Connect →
genesys cloud cxView profile → Compare with Amazon Connect →
five9View profile → Compare with Amazon Connect →
talkdeskView profile → Compare with Amazon Connect →

Frequently asked questions about Amazon Connect

What is Amazon Connect?
The only major CCaaS with true pay-per-minute pricing and no seats. Deep AWS ecosystem lock-in is both the biggest strength and the biggest risk.
How much does Amazon Connect cost?
Amazon Connect starts at $0.018/min. Two tiers: à la carte ($0.018/min voice, $0.004/chat message) or Unlimited AI ($0.038/min voice, $0.010/chat message — includes all AI features). No seats, no minimums, no contracts. Free tier: 500 chat messages/month. (pricing verified April 2026).
What security and compliance certifications does Amazon Connect have?
Amazon Connect is compliant with SOC 2 Type II, HIPAA, PCI DSS, GDPR, ISO 27001, and FedRAMP High. A Business Associate Agreement (BAA) is available for healthcare deployments.
What channels does Amazon Connect support?
Amazon Connect supports voice, SMS, email, web chat, and WhatsApp.
What are the top alternatives to Amazon Connect?
Alternatives to Amazon Connect include Twilio Flex, Genesys Cloud Cx, Five9, and Talkdesk. See the alternatives section above for full profiles of each.