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What's the Difference Between Amazon Connect and Amazon Connect Decisions?

Compare Amazon Connect and Amazon Connect Decisions side by side — features, pricing, and ideal use cases to help you choose the right product.

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Comparisons
Amazon Connect
Amazon Connect Decisions
Category

Application Integration, Contact center

Application Integration, Contact center
Description

Easy-to-use omnichannel cloud contact center that helps you provide superior customer service.

AI application to improve visibility and planning
Best for
  • Contact centers
  • Customer service
  • Outbound campaigns
  • Chat support
  • AI-powered agents
  • Supply chain visibility
  • Demand planning
  • Inventory optimization
  • Risk management
Key features
  • Omnichannel
  • AI-powered
  • Contact Lens
  • Task management
  • Outbound campaigns
  • Data lake
  • ML insights
  • Demand planning
  • Supply planning
  • N-tier visibility
Pricing model

Pay per minute of usage

Pay per supply chain instance + data processed
Free tier

Yes

—
Expert take

“Connect gives you a cloud contact center in minutes with pay-per-minute pricing. The AI-powered features like Contact Lens and Wisdom provide real-time agent assistance and post-call analytics.”
— Oleksii Bebych, re:Post Top Contributor [profile]

“Amazon Connect Decisions provides ML-powered demand forecasting, inventory optimization, and supply planning. It unifies data from ERP, WMS, and transportation systems in one view.”
— Giovanni Lauria, re:Post Top Contributor [profile]
Product page

Learn more about Amazon Connect »

Learn more about Amazon Connect Decisions »

When to use Amazon Connect or Amazon Connect Decisions

Use Amazon Connect when:

  • Contact centers
  • Customer service
  • Outbound campaigns
  • Chat support
  • AI-powered agents

Learn more about Amazon Connect »

Use Amazon Connect Decisions when:

  • Supply chain visibility
  • Demand planning
  • Inventory optimization
  • Risk management

Learn more about Amazon Connect Decisions »

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