# Amazon Connect Pricing: A Comprehensive Guide | Capterra > Check out the Amazon Connect pricing guide to understand the cost of different pricing plans, features, and insights on how to choose the right plan. Source: https://www.capterra.com/p/234575/Amazon-Connect/pricing --- Amazon Connect Pricing Guide for 2025 Last updated on June 11, 2025 Written by [Shephalii Kapoor](https://www.capterra.com/resources/author/skapoor/) Writer Edited by [Mehar Luthra](https://www.capterra.com/resources/author/mehar-luthra/) Editor Pricing for Amazon Connect [4.5 (93)](#reviews) User rating:[ 4.5 ](#reviews) Based on (93) reviews ## Overview of Amazon Connect pricing [Amazon Connect](https://www.capterra.com/p/234575/Amazon-Connect/) is an Amazon Web Services (AWS) component with an overall rating of 4.5/5 on Capterra. This tool provides AWS customers with a superior customer service experience solution in the form of an AI-powered cloud contact center. Specifically, Amazon Connect provides clients with an omnichannel solution for voice and video, messaging and chat, email, task coordination, outbound marketing campaigns, and AI-enabled customer support through Amazon Q. Besides communication channels, the Amazon Connect call center solution supports productivity via automated agent task management and support, providing users with analytics, insight, and optimization solutions. Amazon Connect is a pay-as-you-go, cloud-based call center solution that doesn’t require a monthly contract, up-front licensing fees, or contractual commitment. As a component of AWS, Amazon Connect pricing is modular with no specific pricing plans, ensuring that customers are only charged for the services they use, with most services being charged on a per-unit basis.  Next, we’ll dig deeper into the pay-as-you-go model. Omnichannel Experience Contact vendor * * * It Includes - Handle Inbound Customer Traffic - API - Access to Amazon Q Gen AI Assistant Agent Productivity Contact vendor * * * It Includes - Manage & Route Calls - Creation & Hosting of Agent Guides - Voice ID Analytics, Insights and Optimization Contact vendor * * * It Includes - Conversational Analytics - Performance Evaluation - Screen Recording - Integration with Voice Recognition Tools The latest information on pricing is available on Amazon Connect’s website. ## Cost breakdown Amazon Connect is part of the AWS platform of modular service offerings. Unlike other popular software platforms on the market, Amazon Connect does not offer a standard tiered pricing model for access. It is truly a pay-as-you-go service with no long-term contractual requirements or annual fees. Below, we’ve expanded upon each of the service categories discussed above and included pricing for each. ### Starting price There are no startup fees or annual fees associated with Amazon Connect. Customers using AWS can add or remove Connect and many of the other AWS modules on an as-needed basis. Here, we’ve broken down the pay-as-you-go pricing according to Amazon Connect’s proffered services:  **Omnichannel experience** - Voice & video activities charged per minute - Inbound/outbound voice usage - $0.018 per min - In-app/web calling audio usage - $0.01 per min - Screen sharing usage - $0.015 per min - Video connection - $0.015 per min - Messaging & chat activities charged per message - Chat usage - $0.004 per message - SMS usage - $0.01 per message - Apple Messages for Business - $0.01 per message - WhatsApp Business messaging - $0.01 per message - Chat experiences using step-by-step guides - $.005 per message - Email activities charged - $0.05 per email - Amazon Connect Tasks charged per task created by an application programming interface (API) connection with external applications to support Connect workflows (the basis of many automation tasks) - $0.04 per task - Outbound campaigns charges are based on the activity being performed: - Processing fees for outbound campaigns charged per attempt - $0.005/attempt - Campaigns executed using voice service include a per-minute charge - $0.025/min - SMS and email campaigns are subject to volumetric pricing tiers broken down on the company’s website - Customer profiles that are used daily for campaign segmentation targeting trigger the Customer Profile service pricing - Amazon Q generative AI assistant focused on customer service charges based on activity - Chat usage charged - $0.0025 per message - Voice usage charged - $0.018 per minute **Agent Productivity** - Cases created by agent application or through API - $0.12 per case created - Customer profiles  - Profiles using Amazon Connect data only are free - Customer profiles using external data sources accessed daily - $0.005/profile - Incremental charges for profiles utilized per 100 objects - $0.005 per profile - Messages from Step-by-Step Agent Guides - $0.005 per message - Amazon Q deployed as an agent support tool - $40 per agent, per month - Voice ID for enrollment, verification, or fraud protection - $0.025 per transaction **Analytics, insights, optimization**  - Amazon Connect Contact Lens has a more complex pricing structure depending on the tasks being analyzed - Conversational analytics for voice calls based on volume - First 5 million minutes - $0.015 per min - 5 million+ minutes - $0.0125 per min - Conversational analytics for chat messages - $0.0015 per message - Agent performance evaluation - $12 per agent, per month - Screen recording - $0.006 per min - External voice integration is based on volumetric conditions and the number of connectors required - Forecasting and scheduling - Amazon Connect agent who takes a contact or receives a schedule - $27 per agent, per month ### Billing options Pricing for Amazon Connect’s services are considered to be pay-as-you-go, and, as such, monthly payments are the only billing option. There are no annual fees associated with Amazon Connect. ### Feature differentiation With no tiering of pricing options, there is no differentiation of features to breakdown. All users can choose to fold in any of the following services for the associate fees listed above: - **Omnichannel experience** \- Call centers can be configured to handle inbound customer traffic across voice channels, text, email, chat, video, and other customer engagement channels. AWS provides support for users to access its API in order to connect with external applications to streamline workflows. Omnichannel services include access to Amazon Q, Amazon’s generative AI assistant focused on customer service needs. - **Agent Productivity** \- AWS provides tools to manage and route calls and support user’s customer service agents, including the deployment of Amazon Q as an agent support tool and the creation and hosting of agent guides. - **Analytics, insights, optimization** \- Leadership can gain valuable insight and guidance through Amazon Connect’s Contact Lens, a tool that provides conversational analytics, performs agent evaluations, and integrates with voice recognition tools to help with performance management, labor forecasting, and scheduling activities. ## What users say about Amazon Connect pricing Amazon Connect users most appreciate the pay-as-you-go structure of the platform, as it provides a flexible, cost-effective solution that only charges for services used. However, some small businesses who have explored Amazon Connect as a call center solution find that the service is expensive for small businesses and entrepreneurial startups. This assessment of Amazon Connect is based on 14 verified reviews left on Capterra over the past two years. Here are some user review excerpts about Amazon Connect pricing[\[1\]](#footnotes): Shubham A.Manager of EngineeringComputer Software2+ years The pay-as-you-go pricing is very enticing, and so is the ability to customize the UI of the agents and provide them with real-time advice on how to deal with various calls. July 8, 2023 Kremena T.Executive AssistantExecutive OfficeI used a free trial Flexible pricing—pay-as-you-go pricing model, making it cost-effective. September 17, 2024 [Read more Amazon Connect reviews here.](https://www.capterra.com/p/234575/Amazon-Connect/reviews/) ## Detailed breakdown of AWS pricing plans Let’s break down Amazon Web Services prices in detail to understand where users can expect to be charged (as Amazon Connect forms part of the AWS ecosystem). ASW Free tier includes a year’s worth of access to limited Amazon Connect functionality, which comes with: - 90 minutes  per month of Amazon Connect usage - A local direct inward dial (DID) number for the region - 30 minutes per month of local inbound DID calls - 30 minutes per month of local outbound calls - For US regions, a toll-free number for use per month and 30 minutes per month of US inbound toll-free calls - Free tier is only available with new AWS accounts, and after 12 months, users will be transitioned to standard pay-as-you-go pricing for each service they choose to fold into their AWS tech stack. - Pay-as-you-go services - Omnichannel experience - Customer service agent productivity tools - Analytics, insights, optimization _Users can use the Amazon Connect dashboard to properly configure their contact center. (_[_Source_](https://www.capterra.com/p/234575/Amazon-Connect/)_)_ _Amazon Connect provides mapping tools to layout the inbound flow experienced by callers. (_[_Source_](https://www.capterra.com/p/234575/Amazon-Connect/)_)_ _Leadership and managers can leverage real-time metrics to assess call center performance. (_[_Source_](https://www.capterra.com/p/234575/Amazon-Connect/)_)_ ## Total cost of ownership Unlike other products with set pricing tiers, Amazon Connect offers a pay-as-you-go experience, so it’s difficult to predict the overall cost of ownership using the software. However, a potential user with the right data regarding anticipated traffic and other customer engagement statistics can work with an AWS sales consultant to predict long-term costs. ## How to choose the right Amazon Connect pricing plan Amazon Connect is a powerful cloud-based call center solution with a wide range of services and functionality users can take advantage of. Before consulting with Amazon’s AWS sales team to build out your action plan for using Connect, it’s important you have a clear understanding of your business needs and budget.  _Key considerations while choosing the right Amazon Connect plan_ - **Assess your business needs:** For a small business to transition to a call center model, the volume of inbound and outbound customer engagement should have reached a threshold that the existing staff cannot manage in-house. Amazon Connect’s scope of features, including the ability to deploy automated and customized service support for agents through Amazon Q, can address a host of challenges small business owners might face during periods of growth. Having a clear sense of your customer engagement needs before exploring the services offered by Amazon Connect will help your team with cost projections for the services they plan to take advantage of. - **Consider your budget:** Pay-as-you-go models have the potential to become extremely expensive without an understanding of the budget you’re able to dedicate towards them and how the service provider charges for access. Working with a dedicated AWS sales consultant will help your team understand how much they should expect to pay for engagement across the omnichannel experience, automated customer service support for agents, and access to analytics and insights. - **Evaluate the full scope of Amazon Connect’s features:** Across the Omnichannel, Agent Productivity, and Analytics and Insights focused services, Amazon Connect provides a wide range of solutions. Consulting with the platform’s sales team will help identify which features your company will benefit from the most by integrating them into your tech stack. Overall, small businesses can expect to benefit from the platform’s omnichannel capabilities that allow users to engage via social, phone, email, SMS, chat, and video channels. The flexible call routing to the best agents to meet a customer’s needs, a strong foundation for reporting and data analytics, and the support from Amazon’s AWS AI-driven self-service are all valuable. These features, especially the task-management and skills-based call routing, can greatly impact a user’s operational efficiency and add value to the bottom line.  ## How to maximize the value of your Amazon Connect subscription While we’ve laid out the full breadth of pay-as-you-go features and services available through Amazon Connect in the sections above, there are some opportunities to maximize the value customers get from their relationship with AWS as Connect users. _Ways to maximize the value of your Amazon Connect subscription_ **Utilize all the key features:** There are a number of actions you can take to ensure your use of the Amazon Connect platform simplifies your customer engagement workflows and increases overall productivity in your team. This includes: - Creating and managing users, configuring agents and their experience levels, and creating call routing around agent capabilities - Configuring your Amazon Connect instance to handle voice, chat, and task management - Properly leverage the platform’s analytics and management tools to gain insight and track and address customer issues. **Leverage customer support and learning resources:** Amazon Connect users have access to AWS’s customer enablement tools, designed to empower teams to integrate and migrate into the AWS software ecosystem seamlessly. Access for AWS users includes: - **AWS Training and Certification** coursework to improve AWS Cloud skills and expertise. - **AWS Professional Services** provides access to expert guidance and packaged solutions. - **AWS Security Assurance Services** allows users to collaborate with AWS security engineers to ensure compliance and audit readiness. - **AWS Support** to access proactive guidance and issue resolution tools, as well as expertise in best practices for how to get the most out of AWS tools. - **AWS Managed Services** supports users who have the budget to outsource their cloud-based IT infrastructure and call center needs. **Additional tips to get the most out of Amazon Connect:** Exploration of the AWS platform reveals that while Amazon Connect is a standalone product, users could benefit from the use of additional AWS products to enhance Connect’s performance and provide users with an enhanced experience. Additional AWS integrations include: - Amazon S3, for call recording storage - Storage costs scale with the volume of storage space required - AWS Lambda, for custom functionality and integrations - No upfront costs for Lambda; initial costs incurred in development and testing of solutions and integrations, with ongoing costs related to memory usage, ongoing maintenance, and development support - Amazon DynamoDB or RDS, for customer data storage and throughput traffic - Users are charged for storage and volume of data transmitted and received - Identity and access management (IAM), for security and access management - Included as a featured service with an AWS account at no additional cost It’s important to consult with AWS’ pre-vetted experts to determine whether your call center needs can be solely met by using Amazon Connect or if you need a more robust solution. Organizations find significant value in implementing at least the essential integrations for a more robust call center solution because many of its advanced features rely on other AWS products. ## Is it worth paying for Amazon Connect? With Amazon Connect being a highly versatile tool with pricing completely dependent on the volume of customer engagement, small business owners must decide whether Connect delivers value for the percentage of their budget they are willing to dedicate towards it. Here’s a breakdown to help you decide: ### Value for money Over the last two years, Connect has been rated 4.7/5 stars for value for money on Capterra. Reviews and feedback reveal customers feel that the pay-as-you-go model provides great flexibility, charging only for the time users are accessing the tool. Overall, they find it to be an extremely cost-effective solution. Stephen L.Relationship support advisor Banking2+ years Solution that is extremely cost effective. May 9, 2023 Brooke L.Customer service representativeComputer Networking6-12 months I love it and great prices. April 9, 2024 ### Features of the Free plan ASW’s Free tier includes a year’s worth of access to limited Amazon Connect functionality as well as: - 90 minutes per month Amazon Connect usage - A local direct inward dial (DID) number for the region - 30 minutes per month of local inbound DID calls - 30 minutes per month of local outbound calls - For US regions, a toll-free number for use per month and 30 minutes per month of US inbound toll-free calls Please note that the Free tier is only available with new AWS accounts, and after 12 months, users will be transitioned to standard pay-as-you-go pricing for each service they choose to fold into their AWS tech stack. While slightly gated for the first 12 months on a free plan, AWS positioning Connect as a pay-as-you-go product means that every user has full access to each facet of the omnichannel and self-service features; agent productivity functionality, and the analytics, insights, and optimization tools. Any concerns over pricing should primarily be focused on working to accurately project the volume of usage for each feature your organization might need to add into your tech stack, and to only take advantage of the features that are operationally necessary. ### Customer support options In addition to the Customer Enablement infrastructure, AWS users are also able to receive help via support tickets, AWS re:Post, a community-curated discussion forum, and a knowledge center that addresses the most frequently asked questions and service requests.  ## Is Amazon Connect right for you? ### Assessing your requirements Determining whether Amazon Connect is the right software involves assessing your requirements and comparing them to what Connect offers. Here are some key factors to consider:  - Do you require a scalable, flexible call center solution? The right call center solution should be able to scale with your organization and meet the demands of existing and projected lead generation efforts. - Do you need a budget-friendly, cost-effective call center software solution? Many call center-focused software platforms and outsourced options can be expensive, putting them out of reach for small businesses. - Do you need a call center solution that supports growth and improves customer engagement? Potential leads and existing customers need to feel that they have sufficient access and engagement from their service providers.  - Do you need a call center solution that is easy to configure and manage? With such heavy reliance on software and automations, it’s important for call center software to be easily manageable that is capable of integrating with existing CRM and marketing tools. ### Alternatives to Amazon Connect Amazon Connect is a highly rated project management tool that has garnered an overall rating of 4.6 stars (out of 5). But how does it compare to competitors? Below, we’ve broken down the five most popular alternatives’ pricing, highest rated feature, and the overall rating and how reviewers feel about the platform’s value for the cost.[\[2\]](#footnotes) **Zendesk Suite** - Zendesk Suite offers a free trial, with pricing tiers ranging $55-$115 per user, per month, with an enterprise tier priced at $169 per month. - Customer service is a crucial feature for call center platforms, and users of Zendesk Suite find its robust ticket management features to be extremely customizable and user-friendly. Zendesk Suite also integrates with multiple platforms to accept, organize, and prioritize service tickets in order to ensure efficient issue resolution. - Zendesk Suite is overall rated 4.4/5 stars, with a value of money rating of 4.2/5 stars. **LiveAgent** - Boasting both a free trial and a free tier, the paid version of LiveAgent ranges from $19-$59 per user, per month, with an enterprise tier priced at $85 per user, per month. - LiveAgent stands out from its competitors by offering an extremely responsive and accessible customer support team. Available around the clock, the customer support system’s user-friendly interface and real-time responsiveness across multiple platforms ensures a positive customer experience for users. - LiveAgent is overall rated 4.7/5 stars, with a value for money rating of 4.7/5 stars. **Aircall** - Aside from a free trial, Aircall’s pricing ranges from $40-$70 per month, with custom pricing for enterprise level customers. - Aircall users are most drawn to the software’s call management features, not only because they have the ability to purchase local and international business numbers with customized business hours and greeting messages, but equally because it gives them the ability to route and record calls in order to maximize customer engagement. - Aircall is overall rated 4.3/5 stars, with a value for money rating of 4/5 stars. **Ringover** - Beyond a free trial, Ringover pricing ranges from $29-$65 per user, per month. - Ringover’s users find the platform’s call management features the most beneficial, with a special appreciation for Ringover’s productivity enhancing click-to-call functionality. - Ringover is overall rated 4.6/5 stars, with a value for money rating of 4.5/5 stars. **Convin** - Convin’s website refers potential customers to their sales team for customized quotes. - Users of Convin stick with the application for its call evaluation tools, which allows users to analyze call flow and better assess performance during calls in order to provide their teams with actionable insights.  - Convin is overall rated 4.9/5 stars, with a value for money rating of 4.9/5 stars.  Check out the top [Amazon Connect alternatives](https://www.capterra.com/p/234575/Amazon-Connect/alternatives/), comparable in terms of core features, pricing, and usability. ### Cost comparison: Amazon Connect vs. popular alternatives [4.4 (4079)](https://www.capterra.com/p/164283/Zendesk/#reviews) * * * Starting Price $39.00 Per User , Per Month * * * [4.7 (1780)](https://www.capterra.com/p/102188/LiveAgent/#reviews) * * * Starting Price $15.00 Per User , Per Month * * * [4.2 (459)](https://www.capterra.com/p/184709/Aircall/#reviews) * * * Starting Price $40.00 Flat Rate , Per Month * * * [4.7 (868)](https://www.capterra.com/p/169627/RingOver/#reviews) * * * Starting Price $29.00 Per User , Per Month * * * ## Making the final decision Amazon Connect’s versatile pay-as-you-go pricing model eliminates the complexities of tiered pricing plans while providing users with a scalable and flexible call center solution that operates across multiple channels. Customizable automated tools to support service agents and enhance the customer support experience are both features that drive user loyalty, a driving factor in the platform’s strong rating for value for money. Small business owners seeking to implement a robust call center solution through deployment of a CRM-focused software solution should reach out to the AWS sales team to explore folding Amazon Connect into their existing technology infrastructure. ## FAQs What is Amazon Connect? Amazon Connect is a cloud-based call center platform supported by Amazon Q, the Amazon Web Services platform’s customer-service focused AI tool. Connect provides avenues for customers to engage with service agents, manage and coordinate CRM activities, and gather and analyze data. It should not be confused with Amazon Direct Connect or Amazon Guest Connect, which are other customer applications in the Amazon application sphere. Is Amazon Connect easy to use? According to reviews left on Capterra by verified users of Amazon Connect, the platform is rated 4.5/5 stars for its ease of use and 4.5/5 stars for being a feature-rich call center solution. Amazon Connect also has a 4.7/5 star rating for its robust customer service, extensive training and certification programs, and access to support and professional services. Does Amazon Connect have voicemail? Yes. Voicemail for Amazon Connect is a feature that allows customers to leave messages for agents, ensuring customers have a consistent experience with your brand. Does Amazon Connect have workforce management? Amazon Connect’s forecasting, capacity planning, and scheduling features are crucial machine learning-powered tools that provide a solid foundation for Connect’s workforce management capabilities. These features allow users to create forecasts that allow them to be more responsive and efficient in their deployment of customer service-focused staffing needs. #### Methodology 1. Review excerpts are passages extracted from longer reviews written by verified reviewers. We obtain these excerpts by applying an algorithm that considers factors including, but not limited to, length, topic coverage, and thematic relevance. Excerpts are evaluated for positive or negative sentiment and receive a sentiment score. Excerpts represent user opinion and do not represent the views of, nor constitute, an endorsement by Capterra or its affiliates. Excerpts are not edited for clarity or grammar. 2. Our research team identified these features from vendor websites Jan 31, 2025, based on their analysis of what users find valuable or expect from call center management software. This list is not exhaustive. For additional features, refer to each vendor’s website. [Shephalii Kapoor](https://www.capterra.com/resources/author/skapoor/) Shephalii Kapoor is a writer at Capterra. She helps small businesses identify the right software for their needs by analyzing user reviews for top-rated software products. Prior to Capterra, she worked as an assistant content manager at InfoEdge India Ltd. She has also worked in company law, aviation, and real estate. She is a published author and has contributed to various magazines and websites. During her free time, she enjoys reading. [Mehar Luthra](https://www.capterra.com/resources/author/mehar-luthra/) Mehar Luthra is a team lead at Capterra and specializes in editing reports that cover the latest trends affecting small businesses. With nearly a decade of experience, she has edited a multitude of research articles, top-rated software reports, and thought leadership articles for diverse markets such as Brazil, Japan, Canada, France, Australia, and India. She finds it particularly rewarding to produce content that provides small-business owners with practical tips and helpful advice on topics... Related reading Table of Contents - [Overview of Amazon Connect pricing](#overview-of-amazon-connect-pricing) - [Cost breakdown](#cost-breakdown) - [What users say about Amazon Connect pricing](#what-users-say-about-amazon-connect-pricing) - [Detailed breakdown of AWS pricing plans](#detailed-breakdown-of-aws-pricing-plans) - [Total cost of ownership](#total-cost-of-ownership) - [How to choose the right Amazon Connect pricing plan](#how-to-choose-the-right-amazon-connect-pricing-plan) - [How to maximize the value of your Amazon Connect subscription](#how-to-maximize-the-value-of-your-amazon-connect-subscription) - [Is it worth paying for Amazon Connect?](#is-it-worth-paying-for-amazon-connect) - [Is Amazon Connect right for you?](#is-amazon-connect-right-for-you) - [Making the final decision](#making-the-final-decision) - [FAQs](#faqs)