Sold by: Amazon Web ServicesÂ
Deployed on AWS
Amazon Connect is an AI-powered customer experience solution that makes it easy to deliver exceptional experiences at every customer touchpoint without cost-based compromises.
4.4
Overview
Amazon Connect is transforming customer service with the most comprehensive AI-powered customer experience solution for enterprises and contact centers.
Built on the same technology Amazon uses to handle billions of global customer interactions annually, Amazon Connect delivers instant, personalized service across voice, chat, and self-service channels. With unlimited AI capabilities built in, not bolted on, enterprises can enhance every customer interaction without cost trade-offs, making decisions based on priority instead of budget constraints.
Launch your contact center in minutes with pay-as-you-go pricing and prove value quickly without upfront costs or long-term commitments. Amazon Connect transforms routine contact center interactions into memorable moments by combining autonomous AI agents that handle everyday inquiries independently with real-time guidance for human agents on complex issues, creating seamless collaboration between AI and human expertise. The solution integrates effortlessly with third-party tools and AWS services, enabling proactive communications that solve issues before customers discover them. This gives your enterprise the flexibility without complexity, whether you are early in your CX modernization journey or ready to scale enterprise-wide.
Over 1,000 enterprises worldwide including Toyota, United Airlines, Capital One, Expedia, and many more, trust Amazon Connect to transform their customer experience with AI-powered operational excellence from day one.
Highlights
- AI Everywhere - Consistent Customer Experiences Across All Channels: Track 100% of customer interactions with real-time visibility into performance and quality across voice, chat, and self-service. AI maintains complete conversation history and provides agents with instant guidance. One unified dashboard delivers insights to optimize staffing and resolve issues faster. Fragmented data is unified into continuous conversations, eliminating customer repetition.
- Agentic AI & Self-Service: With agentic AI embedded across the customer journey, deliver intelligent self-service that autonomously resolves issues 24/7. Whether customers need AI or human assistance, Connect captures insights at every touchpoint, boosting productivity while cutting costs. Personalized recommendations anticipate needs, converting interactions into memorable moments that drive customer lifetime value.
- Enterprise-Grade Scalability with Pay-As-You-Go Pricing: Scale effortlessly with flexible pay-as-you-go pricing with no upfront costs, minimum fees, long-term commitments, or peak capacity charges. Move to an agentic future with continuous innovation without the need to upgrade or migrate. Pay one price for unlimited AI capabilities or choose features a la carte based on your needs.
Details
Sold by
Delivery method
Deployed on AWS
New
Introducing multi-product solutions
You can now purchase comprehensive solutions tailored to use cases and industries.
Features and programs
Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Custom pricing options
Pricing is based on your specific requirements and eligibility. Request a private offer to receive a custom quote. Sign in to view any offers that have been extended to you.
Legal
Content disclaimer
Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.
Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Resources
Support
Vendor support
Contact AWS support for assistance.
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
Similar products
Migrate to Amazon Connect in as little as 6 weeks. Enable your admins to ensure success beyond the implementation. Flexible support options are available.
Looking to use Amazon Connect to build your own contact center, but struggling to get started? Goclouds Data's "Amazon Connect QuickStart" provides a one-stop and "out of the box" solution, allowing customers to complete the rapid deployment of Amazon Connect within a few days to two weeks without having to acquire too much professional knowledge. We’ll implement the features you need and provide full training and support to help you make the most of the Amazon Connect portfolio.
Supercharge Amazon Connect with ConnectPath CX the low-cost contact center solution built on Amazon Connect. ConnectPath CX adds dozens of features to Amazon Connect including Email, SMS\text, Agent\Agent Chat & Call. 14 day Free Trial.
Mobile Connect is a mobile app that allows you to handle Amazon Connect calls and interactions from your mobile device. It is available for Android and iOS. Start your 10-day free trial today.
Professional Service support for IVR migration and transformation.
Customer reviews
Sarita B.
simple to use and cost-effective
Reviewed on Oct 09, 2025
Review provided by G2
What do you like best about the product?
its a Tools that let you see current performance, Because it's cloud‑based, we don’t need to invest in servers, telephony hardware, maintenance and its very cost saving
What do you dislike about the product?
For basic use things are OK and you can use easily, but as soon as you want to do somthing brefily you need good technical AWS skills and there support team is not much frindly first time
What problems is the product solving and how is that benefiting you?
its a solving major pain points faced by traditional contact centers high setup costs, lack of flexibility, poor visibility, and disconnected customer experiences
Ian H.
Enhanced AI based call summaries
Reviewed on Sep 30, 2025
Review provided by G2
What do you like best about the product?
It’s a step up for our Service Desk teams and engineers that use Amazon connect, to have the transcribed summary notes transferred into the service now ticketing system. The addition of engineer skills and multiple cues and transfer options is helpful.
What do you dislike about the product?
Initial learning curve takes a fair amount of tweaking, but it does appear that there are options and support needed for the functionality desired.
What problems is the product solving and how is that benefiting you?
Enhanced phone system features and leveraging of AI within our service now ticketing environment.
Ayda A.
A flexible and reliable cloud contact center solution
Reviewed on Aug 24, 2025
Review provided by G2
What do you like best about the product?
I like that Amazon Connect is very easy to set up and scale based on business needs. The cloud-based approach means we don’t have to worry about heavy infrastructure, and the integration with other AWS services makes it powerful and customizable. The reporting and analytics features also help track performance and improve customer experience.
What do you dislike about the product?
Sometimes the initial configuration and customization can feel a bit complex, especially for teams new to AWS.
What problems is the product solving and how is that benefiting you?
Amazon Connect solves the problem of managing a traditional contact center by providing a flexible, cloud-based solution. It allows us to handle customer interactions efficiently across multiple channels without investing in complex on-premises infrastructure.
kalaivendhan P.
Salient features of amazon connect
Reviewed on Jul 24, 2025
Review provided by G2
What do you like best about the product?
Amazon connect which helps in customer business services to run seamless
What do you dislike about the product?
limited features, complex integrations, and potential cost unpredictability
What problems is the product solving and how is that benefiting you?
Reviewing features
Phillip T.
Reliable IVR with simple interface and ease of usage
Reviewed on Jan 31, 2025
Review provided by G2
What do you like best about the product?
The design of Amazon Connect is simple and easy to modify the contact flows. Along with bringing onboard new users the setup is relatively easy. Integrations with different CRM are also easy and simple to support.
What do you dislike about the product?
There needs to be a feature to complete certain actions on mass, such as creating queues, predefined attributes etc. These should be able to digest a csv and create in mass instead of having to force us to create them manually one at a time.
What problems is the product solving and how is that benefiting you?
It is a contact center IVR solution that does exactly the job is entailed to do, routing calls to agents and helping customers with specific relatable prompts.