Amazon Connect
aws.amazon.com/connectBuild Difficulty: 5/5
Build a working replacement in a weekend with AI tools
Transform customer interactions into lasting relationships
How to Replace Amazon ConnectOverview
Features
44 features across 13 categories
AI(9)
Real-time AI analysis of contacts that provides agents with personalized responses, recommended actions, and step-by-step guides based on conversation context
Automatic AI summarization of cases for quick context understanding and case resolution
Automatic AI-generated summaries of customer conversations that are structured, concise, and capture important information for quick agent and supervisor review
Natural conversational experiences through IVR, chatbots, and agentic AI that independently resolve customer needs with complete context across 30+ languages
Integration with Amazon Bedrock for advanced AI agent customization including Bedrock agents and third-party agents via Model Context Protocol
Integration with Bedrock Knowledge Bases for AI agents to access enterprise knowledge
Native integration with Amazon Lex for building conversational AI experiences included in unlimited AI pricing
Generative text-to-speech capability for creating natural voice experiences
Enhanced speech processing with Nova speech-to-speech models, bi-directional streaming, and support for third-party ASR and TTS providers
Agent Tools(2)
Single unified application providing agents with customer information, task management, AI-powered assist, workforce schedules, and case management with customizable themes
Automated guides that walk agents through optimal resolution steps based on context like call queue, customer information, or self-service responses
Analytics(5)
AI-powered analysis of contact center conversations providing sentiment analysis, compliance checking, and insights across voice, chat, email, and messaging
Customizable metrics, dashboards, and API access for creating tailored analytics and performance monitoring
Analytics and insights specific to workflow flow design and execution across channels
Automated performance evaluation tools for both agents and self-service interactions to track quality and effectiveness
Complete visibility into service operations with AI-powered analytics showing customer experience metrics and agent effectiveness across all interaction types
Automation(3)
Visual workflow designer to create, personalize, and automate end-to-end customer and agent experiences across channels including IVR and chatbot experiences
Automatically calls customers on a list with four dialer modes: predictive, progressive, preview, and agentless with machine learning-based answering machine detection
Automate performance monitoring and perform repeatable actions based on contact center conditions for compliance checking, real-time alerts, and operational optimization
Campaign Management(1)
Launch proactive, personalized outbound campaigns across channels with predictive dialing and campaign management
Case Management(1)
Create, track, and manage customer cases that require multiple interactions with agent workspace integration
Communication(8)
Real-time and asynchronous communication through chat, SMS, WhatsApp Business, and Apple Messages for Business with secure data collection
Enable customers to request callbacks instead of waiting in queue, included with voice service
Receive, prioritize, assign, and automate resolution of customer service emails with auto-responses and case creation
16kHz high-quality audio with packet loss resistance through the Amazon Connect softphone for superior call quality
In-app, web, and video calling with screen sharing capabilities using managed communication widgets or SDK with minimal code
Unified voice, chat, email, SMS, and messaging capabilities across a single interface for routing, queuing, and management
Global telephony network with DID and toll-free numbers across 158 countries, national outbound numbers in 72 countries, and international dialing capabilities
Video calling capabilities that allow agents to guide customers through issues with screen sharing for faster resolution
Customer Data(2)
Automatic data collection and matching from business systems to create unified profiles with support for custom attributes and data from external sources
Real-time unified customer view combining data from CRMs, contact history, customer sentiment, and product interactions with AI-powered personalization recommendations
Integration(6)
Native integration with Apple Messages for Business for messaging over iMessage
Native integration with AWS Lambda for building custom experiences and automating processes across AWS services and third-party systems
Connector integration for Amazon Connect to receive voice from external systems with real-time and post-call analytics
Easy integration with third-party applications such as CRMs, analytics solutions, and custom business systems
Support for integrating third-party speech-to-text (STT) and text-to-speech (TTS) providers for specialized voice solutions
Native integration with WhatsApp Business messaging to enable customer interactions through WhatsApp
Monitoring(1)
Record agent screen activity for quality assurance, training, and compliance purposes
Routing(2)
Single UI and routing engine for voice, chat, email, and tasks with skills-based routing to send contacts to the right agent based on availability, skillset, sentiment, and history
Intelligent routing based on agent skills, availability, customer sentiment, and past interaction history to minimize wait times and improve resolution
Testing(1)
Tools to test and simulate contact center experiences before deploying to production
Workforce Management(3)
Intelligent forecasting and automated scheduling insights to optimize workforce management and predict staffing needs
Automated intelligent scheduling of agents based on forecasts and business rules
Prioritize, assign, and track agent tasks to completion including work in external applications with workflow automation for non-agent tasks
Pricing
Pay-As-You-Go - Unlimited AI
Popular- ✓Voice: $0.038 per minute
- ✓Chat: $0.010 per message
- ✓SMS/Messaging: $0.014 per message
- ✓Email: Not included
- ✓Unlimited AI capabilities
- ✓Conversational analytics & post-contact summaries
- ✓Custom metrics in dashboards and APIs
- ✓End-customer self-service with Amazon Lex
- ✓Flow designer analytics
- ✓Forecasting & agent scheduling
- ✓Performance evaluations of agents
- ✓Performance evaluations of self-service
- ✓Real-time agent assistance
- ✓Screen recording
- ✓No minimum monthly fees
- ✓No long-term commitments
- ✓No upfront license charges
- ✓Not based on peak capacity or agent seats
A La Carte Pricing - Voice
- ✓Voice channel usage: $0.018 per minute (Tier 1) or $0.0125 per minute (Tier 2+)
- ✓Conversational analytics & post-contact summaries: $0.015 per minute
- ✓End-customer self-service: $0.0080 per minute plus Lex charges
- ✓Real-time agent assistance: $0.0080 per minute
- ✓Screen recording: $0.0060 per minute
- ✓Test and simulate: $0.018 per minute plus telephony
A La Carte Pricing - Chat
- ✓Chat channel usage: $0.004 per message
- ✓Conversational analytics & post-contact summaries: $0.0015 per message
- ✓End-customer self-service: $0.0015 per message plus Lex charges
- ✓Real-time agent assistance: $0.0015 per message
A La Carte Pricing - Messaging (SMS/WhatsApp)
- ✓Messaging channel usage: $0.010 per message
- ✓Conversational analytics & post-contact summaries: $0.0015 per message
- ✓End-customer self-service: $0.0015 per message plus Lex charges
- ✓Real-time agent assistance: $0.0015 per message
A La Carte Pricing - Email
- ✓Email channel usage: $0.050 per email
- ✓Real-time agent assistance: $0.020 per inbound email
A La Carte Feature Add-Ons
- ✓Forecasting & agent scheduling: $27 per agent per month
- ✓Performance evaluations of agents: $12 per agent per month
Outbound Campaigns
- ✓Outbound voice: $0.045 per minute
- ✓Includes conversational analytics and case management
Tasks
- ✓Task management: $0.070 per task
Cases
- ✓Case creation: $0.12 per case
- ✓AI-powered case summarization included
Customer Profiles
- ✓Profiles with Amazon Connect data only: $0.000 per profile per day
- ✓Profiles with imported/external data: $0.005 per profile per day
- ✓Additional charge for profiles with 100+ objects: $0.005 per 100-object increment
- ✓Daily utilization cap: 30% of total stored profiles
Cost Calculator
Pricing data not available for Amazon Connect. Check their website for current pricing.
Build vs Buy
Should you build a Amazon Connect alternative or buy the subscription? Estimate based on 44 features.
Buy Amazon Connect
Better ValueBuild Your Own
Buying Amazon Connect saves ~$36,960 over 3 years vs building.
Estimates based on 44 features and a BuildScore of 5/5. Actual costs vary.
Integrations
15 known integrations