How much does Amazon Connect cost?

Amazon Connect is a paid product. The listed starting price is $0.038/min.

What does Amazon Connect integrate with?

Amazon Connect integrates with Salesforce, Zendesk, ServiceNow, Marketo, Amazon Lex, AWS Lambda, Amazon S3, and Amazon Kinesis.

What compliance standards does Amazon Connect meet?

Based on the vendor's own security and trust pages, Amazon Connect claims SOC 2, HIPAA, GDPR, ISO 27001, PCI DSS, and FedRAMP compliance.

Is Amazon Connect HIPAA compliant?

Yes. The vendor advertises HIPAA compliance for Amazon Connect on its own site. Confirm the specifics, such as whether a business associate agreement (BAA) is offered, with the vendor before you buy.

Which support channels does Amazon Connect cover?

Amazon Connect handles customer conversations over chat, email, voice, SMS, and WhatsApp.

What languages does Amazon Connect support?

Amazon Connect supports 50+ languages.

Can Amazon Connect take actions, or does it only answer questions?

Amazon Connect can take actions in connected systems, not just answer questions, including refunds & returns, account updates, and bookings & scheduling.

Does Amazon Connect have a free trial?

Yes: Free Tier: 90 minutes/month for the first 12 months.

Can I buy Amazon Connect without talking to sales?

Yes. You can sign up and start on your own. Minimum commitment: No minimum commitment.

When was Amazon Connect founded?

Amazon Connect was founded in 2017.

What are the best Amazon Connect alternatives?

Popular alternatives include Ajoxi, ASAPP, and Avaya Infinity.

Amazon Connect

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.

Best for

Enterprises already on AWS that want a pay-as-you-go contact center with no seat licenses, published per-minute and per-message rates, agentic self-service bundled in, and compliance coverage up to FedRAMP, in whichever AWS Region they choose.

Look elsewhere if

You want a finished product rather than a platform: Connect rewards teams with AWS engineering capacity, and small support teams without one will spend more on configuration than on the usage bill.

Pricing: Paid from $0.038/min
Founded: 2017
Free trial: Free Tier: 90 minutes/month for the first 12 months
How you buy: Self-serve signup
Minimum commitment: No minimum commitment
Company: Product of Amazon (public, NASDAQ: AMZN)
Channels: Chat, Email, Voice, SMS, WhatsApp
Languages: 50+ languages
Data residency: Customer-chosen AWS Region
Compliance: SOC 2 HIPAA GDPR ISO 27001 PCI DSS FedRAMP
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

What the AI can do

Takes actions, not just answers. Amazon Connect can complete tasks in your other systems: Refunds & returns Account updates Bookings & scheduling
Hands off to a human with the conversation context when it cannot resolve an issue.

Published customer results

Outcomes named customers have reported, as published by the vendor or the customer.

Zepz: AI agents resolve 67% of customer inquiries through self-service Source
Centrica: 75% containment rate with a Nova Sonic-based voice bot Source
National Australia Bank: 69% of 18 million annual calls directed to self-service Source

Visit Amazon Connect →

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What does Amazon Connect cost? →

Frequently asked questions

Who is Amazon Connect best for?: Enterprises already on AWS that want a pay-as-you-go contact center with no seat licenses, published per-minute and per-message rates, agentic self-service bundled in, and compliance coverage up to FedRAMP, in whichever AWS Region they choose. Look elsewhere if you want a finished product rather than a platform: Connect rewards teams with AWS engineering capacity, and small support teams without one will spend more on configuration than on the usage bill.
How much does Amazon Connect cost?: Amazon Connect is a paid product. The listed starting price is $0.038/min. Compare pricing across all listed tools →
What does Amazon Connect integrate with?: Amazon Connect integrates with Salesforce, Zendesk, ServiceNow, Marketo, Amazon Lex, AWS Lambda, Amazon S3, and Amazon Kinesis.
What compliance standards does Amazon Connect meet?: Based on the vendor's own security and trust pages, Amazon Connect claims SOC 2, HIPAA, GDPR, ISO 27001, PCI DSS, and FedRAMP compliance. See how that compares across vendors →
Is Amazon Connect HIPAA compliant?: Yes. The vendor advertises HIPAA compliance for Amazon Connect on its own site. Confirm the specifics, such as whether a business associate agreement (BAA) is offered, with the vendor before you buy.
Which support channels does Amazon Connect cover?: Amazon Connect handles customer conversations over chat, email, voice, SMS, and WhatsApp.
What languages does Amazon Connect support?: Amazon Connect supports 50+ languages.
Can Amazon Connect take actions, or does it only answer questions?: Amazon Connect can take actions in connected systems, not just answer questions, including refunds & returns, account updates, and bookings & scheduling.
Does Amazon Connect have a free trial?: Yes: Free Tier: 90 minutes/month for the first 12 months.
Can I buy Amazon Connect without talking to sales?: Yes. You can sign up and start on your own. Minimum commitment: No minimum commitment.
When was Amazon Connect founded?: Amazon Connect was founded in 2017.
What are the best Amazon Connect alternatives?: Popular alternatives include Ajoxi, ASAPP, and Avaya Infinity. See all Amazon Connect alternatives →

Sources for the facts on this page

Pricing page: aws.amazon.com $0.038 per voice min (standard telephony rates apply) checked September 2026
Languages: aws.amazon.com delivering human-like understanding, natural turn-taking, and adaptive emotion across 50+ languages and 100+ voices checked September 2026
AI takes actions: aws.amazon.com take action to complete requests such as processing returns, updating accounts, and rebooking travel checked September 2026
Human handoff: aws.amazon.com then bring in a human agent with the conversation history intact when needed checked September 2026
AI actions: aws.amazon.com take action to complete requests such as processing returns, updating accounts, and rebooking travel checked September 2026
How you buy: aws.amazon.com No minimums, no long-term contracts, pay for what you need checked September 2026
Company: ir.aboutamazon.com Amazon.com, Inc. (NASDAQ: AMZN) today announced financial results for its second quarter ended June 30, 2026. checked September 2026
Free trial: aws.amazon.com Total billable voice service usage for connected calls less the 90 minutes of Amazon Connect free tier usage per month checked October 2026
Data residency: aws.amazon.com All data encrypted at rest and in transit, stays in your chosen AWS Region. checked October 2026
Pricing model: aws.amazon.com You pay per interaction by channel: voice is $0.038 per minute, chat is $0.010 per message, SMS is $0.014 per message, and email is $0.080 per email. checked October 2026
Starting price: aws.amazon.com Voice $0.038 per voice min (standard telephony rates apply) checked October 2026
Channels: aws.amazon.com Amazon Connect Customer delivers the same AI, routing, and customer context across every channel - voice, chat, email, SMS, web, WhatsApp, Apple Messages, and more. checked October 2026
Compliance: aws.amazon.com HIPAA eligible, with support for PCI DSS, FedRAMP, SOC, ISO 27001, and GDPR. checked October 2026
Minimum commitment: aws.amazon.com No minimums, no long-term contracts, pay for what you need checked October 2026

Updated October 2026

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