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Amazon Connect Logo

Scalable Omnichannel Contact Center Solution

Last updated: February 2025

Table of Contents

Amazon Connect - 2025 Pricing, Features, Reviews & Alternatives

What is Amazon Connect?

Amazon Connect. Omni-channel, easy-to-use, cloud contact center service.

Set up a contact center in minutes that can scale to support millions of customers. With Amazon Connect you can build high-quality voice and interactive chat experiences to support customers from anywhere. A single intuitive UI allows for contact routing, queuing, and analytics.

Built-in AI and ML allows you to personalize interactions, understand customer sentiment, authenticate callers, and enable capabilities like interactive voice response and chat bots.

Features include; telephony, high-quality audio, predictive dialers with answerphone detection, web/mobile chat, routing, task management, automation, rules engine and more.

Download the AWS Connect eBook to find out more.

Benefits of using Amazon Connect

• Provides an easy-to-use cloud contact center service with AI capabilities like Amazon Q and Contact Lens
• Enables quick setup of a contact center in just a few clicks to start helping customers right away
• Delivers omnichannel customer experiences across voice, chat, SMS, and more
• Increases agent productivity with a unified workspace and AI-powered assistance from Amazon Q
• Unlocks analytics insights to monitor interactions, evaluate agent performance, and optimize operations

Starting from

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No pricing info

Alternatives with better value for money

Amazon Connect's key features

Most critical features, based on insights from Amazon Connect users:

Call Recording
Multi-Channel Communication
Call Center Management
IVR
Predictive Dialer
Contact Management

All Amazon Connect features

Features rating:

Reporting/Analytics
Call Tracking
Real-Time Monitoring
Automated Routing
Real-Time Reporting
Voice Mail
Third-Party Integrations
Outbound Call Center
Monitoring
Interaction Tracking
Dashboard
Chat/Messaging
Caller ID
Callback Scheduling
Call Routing
Call Monitoring
Automatic Call Distribution
API
Activity Tracking

Amazon Connect alternatives

Amazon Connect logo
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Zoho Voice logo
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Amazon Connect pricing

Value for money rating:

Starting from

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No pricing info

Pricing details
Subscription
Free trial
Free plan
Pricing range

Amazon Connect integrations (59)

Integrations rated by users

We looked through 24 user reviews, to identify which products are mentioned as Amazon Connect integrations, and what is the users perception.

Amazon S3 logo
Amazon S3

Integration rating: 5.0 (1)

We stored all logs and recording into Amazon S3 which we then parsed and could query off of

DP

Darian Puka

Team Lead of Internal Tools

Integration rating: 5.0 (1)

We monitored logs in Cloudwatch, also created custom dashboards to see usage

DP

Darian Puka

Team Lead of Internal Tools

Amazon Lex logo
Amazon Lex

Integration rating: 4.0 (1)

Lex allowed us to parse human speech into text that our code was able to do logic on

DP

Darian Puka

Team Lead of Internal Tools

Amazon SES logo
Amazon SES

Integration rating: 5.0 (1)

We used SES to send automated messaging to users on the phone if they navigated to specific menus

DP

Darian Puka

Team Lead of Internal Tools

Zoho Sheet logo
Zoho Sheet

Integration rating: 5.0 (1)

Zoho Desk logo
Zoho Desk

Integration rating: 5.0 (1)

Integration rating: 5.0 (1)

Integration rating: 5.0 (1)

Amazon EC2 logo
Amazon EC2

Integration rating: 4.0 (1)

AWS Lambda logo
AWS Lambda

Integration rating: 5.0 (1)

Amazon Connect support options

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Platforms supported

Web
Android
iPhone/iPad

Support options

Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support

Training options

In Person
Live Online
Webinars
Documentation
Videos

Amazon Connect reviews

Overall rating

4.5

/5

24

Positive reviews

96

%

Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8.54/10
Rating distribution

5

4

3

2

1

14

9

1

0

0

Pros
I think Amazon Connect is good as a phone tree, especially if you need any kind of automatons built in.
Asking callers for info, parsing it through chatbots, routing speech into code to handle some sort of logic, things like that. I also think AC is good for speech and call tree analysis.
Easy to use once you figure out the features. Ability to view queues, track calls and agents.
Cons
Sometimes, calls would drop, which could be frustrating for us and our clients.
A lot of the features we required could not be handled, such as voicemails and recorded statements. Additionally, we had problems with connectivity and reliability which frustrated our users.
It can be a bit annoying. The advice/solutions from Amazon and the internet in general are quite flakey.

Amazon Connect FAQs

Q. What type of pricing plans does Amazon Connect offer?

Amazon Connect has the following pricing plans:
Pricing model: Open Source

These products have better value for money


Q. Who are the typical users of Amazon Connect?

Amazon Connect has the following typical customers:
Freelancers, Large Enterprises, Mid Size Business, Non Profit, Small Business


Q. What languages does Amazon Connect support?

Amazon Connect supports the following languages:
Arabic, Basque, Bulgarian, Catalan, Chinese (Simplified), Chinese (Traditional), Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, Galician, German, Greek, Hebrew, Hindi, Hungarian, Icelandic, Indonesian, Irish, Italian, Japanese, Kazakh, Korean, Latvian, Lithuanian, Malay, Norwegian (Bokmal), Polish, Portuguese, Portuguese, Portuguese, Romanian, Serbian (Cyrillic), Serbian (Latin), Slovak, Slovenian, Spanish, Swedish, Thai, Turkish, Vietnamese


Q. Does Amazon Connect offer an API?

Yes, Amazon Connect has an API available for use.


Q. What other apps does Amazon Connect integrate with?

Amazon Connect integrates with the following applications:
Salesforce Service Cloud, Amazon Aurora, Amazon Redshift, Zoho CRM, Amazon DynamoDB, Operata, Aceyus, CXone Mpower, Amazon Lex, Sprinklr, USAN Contact Suite for Amazon Connect, RingCentral Contact Center, AWS Lambda, Enghouse SmartDial, Agaralabs, Verint Knowledge Management, Korbyt Anywhere, Freshdesk, Zoho Desk, NICE Workforce Management, SingleComm, Cresta, Cyara, eGain Suite, CallMiner Eureka, ServiceNow, UiPath, PolyAI, Upstream Works, Kustomer, Centrical, Amazon Pinpoint, Zendesk Suite


Q. What level of support does Amazon Connect offer?

Amazon Connect offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support

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