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Contact Center & CCaaS Enterprise Voice & Phone AI

AWS's usage-priced cloud contact center with bundled agentic AI, agent assist, and analytics across voice, chat, email, and SMS.

Pricing

Paid from $0.038/min

Founded

2017

Integrations

Salesforce Zendesk ServiceNow Marketo Amazon Lex AWS Lambda Amazon S3 Amazon Kinesis

Amazon Connect is AWS's cloud contact center, rebranded Amazon Connect Customer in April 2026. It runs voice, chat, email, and SMS from a single agent workspace, with agentic self-service bots, prebuilt AI agents, real-time agent assist, and conversational analytics now bundled into the base channel rates. Everything is pay as you go: no per-seat licenses, no servers to manage, and capacity scales from a handful of agents to tens of thousands without a contract renegotiation.

The product launched in March 2017 as a productized version of the contact center technology Amazon built for its own retail business, with GE Appliances among the first customers, and 2017 is the launch year rather than a company founding. Since then it has become AWS's showcase for enterprise scale: Intuit scales TurboTax support from 6,000 to 11,000 agents in minutes, Capital One runs its direct bank and fraud operations on it, and Priceline leaned on it through pandemic call spikes. In April 2026 AWS acquired conversational AI vendor NLX and reorganized Connect into four solutions, with Connect Customer as the customer service arm; United Airlines used the NLX technology to ship a conversational AI agent in three months instead of twelve.

Pricing is unusually public for this market. Published US rates are $0.038 per voice minute plus telephony charges, $0.010 per chat message, $0.014 per SMS, and $0.080 per email, with the AI capabilities included rather than sold as add-ons. A cheaper non-AI Customer Basic tier exists but AWS does not publish its rates on the main pricing page, and a free tier covers 90 minutes of monthly usage. Real bills hinge on volume, so model your traffic before committing.

Choose Amazon Connect if you have builders on staff, live in the AWS ecosystem, and want usage-based pricing that scales to enormous volume. Skip it if you want a turnkey helpdesk with a fixed per-seat bill, since getting the most from it still means wiring up Lambda, Lex, and your CRM yourself.

Key features

• Agentic AI self-service bots
• Omnichannel voice and chat routing
• Real-time agent assist
• Conversational analytics and coaching
• Usage-based pricing at scale

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Updated July 2026

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