Amazon Connect is a pay-as-you-go cloud contact center. There are no required minimum monthly fees, long-term commitments, or upfront license charges, and pricing is not based on peak capacity, agent seats, or maintenance; you only pay for what you use. This flexible pricing model enables you to scale up and down depending on seasonality and the needs of your business, without worrying about capacity constraints or licensing costs.

Contact Amazon Connect sales to learn more »

Two ways to pay for Amazon Connect usage

Unlimited AI

Buying unlimited use of Amazon Connect AI capabilities allows you to optimize every step of your customer journey without cost-driven compromises. The price includes conversational analytics, post-contact summaries, performance evaluation, screen recording, agent scheduling, AI-powered voice and chat, and Amazon Q in Connect. Learn more here.

Individual features

Continue buying Amazon Connect features individually. This allows you to customize the application to your unique operational and business needs. First, you pay for your communication channels listed in the omnichannel features table. Then add relevant AI-powered features for agent productivity and contact center optimizations to maximize your contact center investment.

 

Amazon Connect with unlimited AI
Amazon Connect with individual features
Free tier

Amazon Connect with unlimited AI

Amazon Connect with unlimited AI capabilities is charged pay-as-you-go per channel (voice, chat, email, task, and step-by-step guide). Included in the channel prices are these optimization capabilities: Contact Lens (conversational analytics, post-contact summaries, performance evaluation, screen recording), agent scheduling, AI-powered voice and chat, and Amazon Q in Connect. Amazon Q in Connect is a generative AI assistant for customer service, including end-customer self-service and agent assistance. Amazon Connect charges apply to all channel usage in your account. For Amazon Connect Voice, you are separately charged for the communication service (i.e. telephony), see the Global Telephony section here. 

Included channels Pricing
Inbound voice usage - per minute $0.038
Outbound voice usage - per minute $0.038
Chat usage - per message $0.010
Email usage - per email $0.080
Task usage - per task   $0.070
SMS usage - per message $0.014
Apple Messages for Business - per message   $0.014
WhatsApp Business messaging - per message $0.014
Step-by-step guide messages - per message $0.010
Outbound campaigns using voice - per minute $0.045 

  • Let’s assume an end-customer calls in using an Amazon Connect US DID number in the US (US-West2) region and spends 3 minutes within a queue. Then the end-customer gets connected to an agent’s Amazon Connect softphone and the agent spends 2 minutes talking to the end-customer. During the call, the agent needs to connect the call to another department and does so by making a 5-minute outbound call to the other department. The agent is able to better assist the end-customer through Amazon Q in Connect’s real-time recommendations. Using Contact lens conversational analytics for voice, you are able to understand sentiment and use post-contact summaries to eliminate manual note taking.

    Total charge calculation:

    1.  There is an Amazon Connect voice usage charge, based on end-customer call duration. At $0.038 per minute * 10 minutes = $0.38.

    2. There is the day charge for use of the US DID number. At $0.03 per day * 1 day = $0.03. See the Global Telephony section for latest pricing.

    3. The inbound call per minute charge for US DID number. At $0.0022 per minute * 10 minutes = $0.022 (the inbound call is open for the 3 minutes in the queue + 2 minutes of the inbound call + the 5 minutes of the outbound call). See the Global Telephony section for latest pricing.

    4. The outbound call per minute charge to call a US destination. At $0.0048 per minute * 5 minutes = $0.024. See the Global Telephony section for latest pricing.

    The total cost for this call is $0.456 (plus applicable taxes, fees, and surcharges).

  • Let’s assume an end-customer calls in using an Amazon Connect US DID number in the US (US-West2) region and spends 3 minutes within a queue. Then the end-customer gets connected to an agent’s Amazon Connect softphone and the agent spends 20 minutes talking to the end-customer. Another end-customer sends a message to begin a chat through your website. The chat conversation occurs over multiple hours with two different agents, the customer sends 9 messages and the agents send 15 messages. The Amazon Connect charges
    applies to both voice and chat.

    Total charge calculation:

    1. There is an Amazon Connect voice usage charge, based on end-customer call duration. At $0.038 per minute * 23 minutes = $0.874.

    2. There is a day charge for use of a US DID number in US-West2. At $0.0300 per day * 1 day = $0.03. See the Global Telephony section for latest pricing.

    3. The per minute telco usage for a US DID in US-West2. At $0.0022 per minute * 23 minutes = $0.0506. See the Global Telephony section for latest pricing.

    4. There is an Amazon Connect chat usage charge, based on the total messages sent during the chat (including initial message when chat was started). At $0.008 per message * (9 customer messages + 15 agent messages) = $0.192

    The total cost for this call is $1.1466 (plus applicable taxes, fees, and surcharges).

Amazon Connect with individual features

The following three tables (omnichannel experience, agent productivity, analytics, insights, and optimization) list Amazon Connect’s features at individual prices. By selecting only the Amazon Connect capabilities you need, you can create a tailored solutions that aligns with your specific business requirements. First, you pay for your communication channels listed in the omnichannel features table. Then add relevant AI-powered features for agent productivity and contact center optimizations.

Omnichannel experience

  • Voice & video
  • Pricing Price per minute
    Inbound voice usage – per minute $0.018
    Outbound voice usage – per minute $0.018
    In-app and web calling audio usage - per minute $0.010
    Screen sharing usage - per minute $0.015
    Video connection - per minute $0.015

    For Amazon Connect Voice, there are two charges associated with usage: voice service charges and a charge for the communication service (i.e., telephony or web calling).

    With voice service usage, you are billed on a per-second basis (minimum 10s). Amazon Connect Voice service usage for inbound calls as well as manual outbound calls dialed from the contact control panel (CCP), is determined by the seconds your end-customer is connected to the service. 

    Amazon Connect telephony provides rates for inbound and outbound calling. Inbound rates cover calls from landline and mobile sources. Outbound rates cover blended national and international calling to landline, mobile, and higher cost destinations2. Inbound calls are charged per-second (minimum 60s). There are also 200+ outbound calling destinations available that charge per-second (minimum 60s) for each interaction. To check for country-specific pricing, refer to the tables below. Taxes, surcharges, and fees may apply.

    1. UIFN has a minimum requirement to be enabled in five countries
    2. High cost destinations are subject to an acceptable use policy

    Amazon Connect telephony offers four types of numbers:  direct inward dial (DID), toll-free phone numbers (TFN), shared cost numbers, and Universal International Freephone numbers (UIFN)1 in more than 100 countries worldwide, which are charged on a per-day rate. To check country-specific availability and pricing for the four types of numbers, refer to the tables below.

    For Amazon Connect’s in-app, web, and video calling capabilities, you are charged the Amazon Connect Voice service per minute fee and separate per minute price based on usage of each capability.

    Audio usage is determined by the seconds your end-customer is connected to the Amazon Connect. You are billed on a per-second basis (minimum 10s) from the time the contact attempt is initiated by Amazon Connect. Video usage is billed by the second (minimum 10s) for the duration your end customer or agents turn on video during their interaction. 

    • An end customer calls a DID number belonging to an Amazon Connect contact center deployed in the US (US-West2 region). The call gets connected to an agent’s softphone. The agent spends 7 minutes talking to the customer.

      1. There is an Amazon Connect service usage charge, based on end-customer call duration. At $0.018 per minute * 7 minutes = $0.126
      2. There is a day charge for use of a US DID number in US-West2. At $0.0300 per day * 1 day = $0.03
      3. The per minute telco usage for a US DID in US-West2. At
        $0.0022 per minute * 7 minutes = $0.0154

      Total cost for this call is $0.17 (plus applicable taxes, fees, and surcharges).

    • An end customer call using an Amazon Connect US DID number in the US (US-West2) region, answered by an agent on the Amazon Connect softphone. During the call, the agent needs to connect the call to another department and does so by making an outbound call to the other department. The agent spends three minutes talking to the customer before making a four minute outbound call to a US destination. The total call duration is seven minutes.

      There are four separate charges that apply for this call:

      1. There is an Amazon Connect service usage charge, based on the end-customer call duration. At $0.018 per minute * 7 minutes = $0.126
      2. There is the day charge for use of the US DID number. At $0.03 per day * 1 day = $0.03
      3. The inbound call per minute charge for US DID number. At $0.0022 per minute * 7 minutes = $0.0154 (the inbound call is open for the 3 minutes + the 4 minutes of the outbound call)
      4. The outbound call per minute charge to call a US destination. At $0.0048 per minute * 4 minutes = $0.0192

      The total cost for this call is $0.1944 (plus applicable taxes, fees, and surcharges).

    • In-app web, and video calling pricing example one

      A customer uses your organization’s mobile application and makes an in-app call,
      answered by an agent on the Amazon Connect softphone that lasts a duration of
      five minutes. 

       There are two charges applied to this call:

      1. There is an Amazon Connect service usage charge, based on the end-customer call duration. At $0.018 per minute * 5 minutes = $0.09
      2. The in-app calling audio usage charge, based on the number of minutes. At $0.01 per minute * 5 minutes = $0.05

       The total cost of this call is $0.14.

       In-app web, and video calling pricing example two

      A customer uses your organization’s website and makes a web call, answered by an agent on the Amazon Connect softphone that lasts for a duration of five minutes. Both the customer and the agent had video enabled for the entire call. 

      There are three charges applied to this call:

      1. There is an Amazon Connect service usage charge, based on the end-customer call duration. At $0.018 per minute * 5 minutes = $0.09
      2. The web calling audio usage charge, based on the number of minutes. At $0.01 per minute * 5 minutes = $0.05 
      3. Video calling usage charge per minute for each of the video connections. At $0.015 per minute * 2 connections  * 5 minutes = $0.15 

      The total cost of this call is $0.29.

    Global Telephony

    • Phone Numbers
    • Inbound Calling

    • Outbound Calling
    • Shared trunking

    • Amazon Connect partners with telecommunications carriers to extend telephony coverage to the specific countries below, through pre-configured shared trunks. In the Shared Trunking model, you contract directly with a telco partner carrier. The telco carrier will provide the number(s) to upload to Amazon Connect. Billing for the number usage is handled directly by the telco carrier while Amazon Connect bills for the Shared Trunking usage. Telco partner carriers are described in our partner page.

      The Shared Trunking rate for all inbound and national outbound is $0.0022 per minute, outbound international usage is billed at the applicable Amazon Connect telephony outbound rates.

      Shared Trunking is available in the following countries:

      Albania; Armenia; Angola; Bahrain; Bangladesh; Belarus; Belize; Benin; Bermuda; Brazil; Bosnia and Herzegovina; Botswana; Brazil; Burkina Faso; Cambodia; Cameroon; Cayman Islands; Cuba; Dominica; Egypt; Ethiopia; Fiji; Ghana; Grenada; Guam; India; Indonesia; Israel; Ivory Coast; Jordan; Kazakhstan; Kenya; Kosovo; Kuwait; Laos; Lesotho; Lichtenstein; Malta; Mauritius; Moldova; Mongolia; Montenegro; Montserrat; Morocco; Mozambique; Myanmar; Nepal; Northern Mariana Islands; Oman; Pakistan; Papua New Guinea; Paraguay; Qatar; Rwanda; Saint Kitts and Nevis; Saint Vincent Grenadines; Saudi Arabia; Sri Lanka; Taiwan; Tanzania; Turkey; Ukraine; United Arab Emirates; Uzbekistan; Vietnam; Virgin Islands (UK); Virgin Islands (US); Zambia; Zimbabwe

       

    • External voice transfer
    • Usage Tier Rate
      External voice transfer First 4 million minutes Included with first connector
      External voice transfer 4 million+ minutes $0.005 per minute
      External voice transfer connector First connector only $40,000 per month
      External voice transfer connector Second+ connector(s) $0 per month

      Amazon Connect integrates with other voice systems for voice transfers.

      An external voice transfer connector is required for each external voice system. You only pay for the first connector, which includes 4,000,000 external voice transfer minutes at no additional cost.

      • Let’s assume end-customers call a DID number belonging to an Amazon Connect contact center deployed in the US-WEST-2 Region with four external voice transfer connectors.  In a month, there are 7,000,000 minutes of end-customer calls. 2,000,000 minutes are contained within the Connect IVR and 5,000,000 minutes are transfer to an another system.

        Total charge calculation:

        Monthly minutes: 7,000,000

        Telephony = [call minutes] x $0.0022

        Telephony = [7,000,000] x $0.0022 = $15,400

        Voice usage = [IVR minutes] x $0.018

        Voice usage = [2,000,000] x $0.018 = $36,000

        External voice transfer = [transfer minutes tier 1] x $0.000 + [transfer minutes tier 2] x $0.005

        External voice transfer = [4,000,000 x $0.000] + [5,000,000 – 4,000,000) x $0.005] = [$0] + [$5,000] = $5,000

        External voice transfer connector = $40,000 + (3 additional connectors x $0) = $40,000

        Total cost = [telephony] + [voice usage] + [external voice transfer] + [external voice transfer connector]

        Total cost = [$15,400] + [$36,000] + [$5,000] + [$40,000] = $96,400

  • Messaging & chat
  • Pricing Price per message
    Chat usage – per message $0.004
    SMS usage - per message $0.01
    Apple Messages for Business – per message $0.01
    WhatsApp Business messaging – per message $0.01
    Chat experiences using step-by-step guides - per message $0.005

    • Pricing example
      An end-customer sends a message to begin a chat through your website. The chat conversation occurs over multiple hours with two different agents, since the end-customer stopped responding and then later resumed the chat when the first agent was no longer online. During the chat, the customer sent 9 messages and the agents sent 15 messages.

      • There is one charge for this chat: There is an Amazon Connect Chat charge, based on the total messages sent during the chat (including initial message when chat was started). At $0.004 per message * (9 customer messages + 15 agent messages) = $0.096

      The total for this chat is $0.096 (plus applicable taxes, fees, and surcharges).

    • An end-customer sends an SMS message to your organizations 10DLC (10-digit long code) business phone number (e.g., +1234567890) to get support. The text conversation occurs over multiple hours with two different agents, since the customer stopped responding and then later resumed the SMS conversation when the first agent was no longer online. During the conversation, the customer sent 7 messages and the two agents sent 8 messages.

      1. There is an Amazon Connect SMS service usage charge, based on the total messages sent during the conversation (including initial message when conversation was started). At $0.01 per message * (7 customer messages + 8 agent messages) = $0.15.
      2. There is a per message charge on Amazon Pinpoint as well. If the agent sends an outbound SMS message using a 10DLC phone number in the United States, it will cost $0.00847/message ($0.00581 (Amazon Pinpoint Base Price) + $0.00266 (Amazon Pinpoint Carrier Fee)). Additionally, when the agent receives an inbound message on a 10DLC phone number in the United States, it will cost $0.0075 (Amazon Pinpoint Fee). In this example, at $0.00847/message for each outbound message * (8 agent messages) and $0.0075 *(7 customer messages), the total Amazon Pinpoint cost will be $0.12026 in addition to the Amazon Connect SMS service usage charge. Note: This example is based on Pinpoint's pricing which can vary by region and carrier fees. Please see Amazon Pinpoint pricing for the most up-to-date pricing.
      3. So, the total cost for SMS conversation described in the example above is $0.15 + $0.12026 = $0.27026.
      4. Note: Pinpoint SMS pricing varies between countries, regions, phone number types, and in some cases, between carriers in the same country or region based on the telecom carrier of the destination phone number. Additionally, depending on the size of the message, Amazon Pinpoint may break up the message into multiple message parts. You will be charged for each message part. See Amazon Pinpoint pricing for more information.

    • An end-customer, wanting to track the status of her order, sent a message to a retailer directly from her Apple iPhone's native Messages app. During the conversation, the customer sent 4 messages and the agent sent 6 messages.

      • There is one charge for this conversation. At $0.01 per message * (4 customer messages + 6 agent messages) = $0.1. The total cost is $0.1 (plus applicable taxes, fees, and surcharges).

    • An end-customer initiates a chat on your website by clicking on the chat button. They are offered a step-by-step guide UI (called a view) that lists a few menu options to pick from as part of the self-service workflow. The end-customer selects one of the options. A second view appears which prompts the end-customer to fill out a form. They enter the requested information and press “submit.” The end-customer then sees a final confirmation view displaying the information they submitted. One message is sent every time the end-customer is presented with a view, and one message is sent every time the end-customer performs an action (e.g., submit a form). In this scenario, a total of five messages (i.e., three views and two actions performed) are sent.

      • There are two charges for this chat based on total messages sent: an Amazon Connect Chat charge and a step-by-step guides charge. Total cost = 5 * $0.004 per message (for using chat) + 5 * $0.005 per message (for using guides) = $0.045

    • An end-customer sends a WhatsApp Business message to your organization's WhatsApp-enabled phone number to request support. The conversation occurs over several hours with two different agents, as the customer paused responding and later resumed when the first agent was no longer available. During the conversation, the customer sent 6 messages and the two agents sent 7 messages.

      1. There is an Amazon Connect service usage charge for WhatsApp, based on the total messages sent during the conversation (including the initial message when the conversation started). At $0.01 per message * (6 customer messages + 7 agent messages) = $0.13. 
      2. There is also a per message charge for AWS End User Messaging (EUM) for WhatsApp. This charge is $0.005 per message for both inbound and outbound messages. In this example, at $0.005/message * (6 customer messages + 7 agent messages) = $0.065. Note: This is an example. Please refer to the AWS End User Messaging pricing page for the most accurate and up-to-date pricing information.


      The total cost for the WhatsApp conversation described in this example is $0.13 + $0.065 = $0.195.

  • Email
  • Pricing Price per email
    Email usage – per email $0.05

    • A customer sends an email to your business to get help. They receive an automated acknowledgment informing them that their email has been received. The email exchange continues over multiple days, with different agents responding to the customer on the same thread. During the conversation, the customer and agents sent 2 emails each and there was one acknowledgment email via Amazon Connect flows.

      1. There is an Amazon Connect Email charge based on the total emails sent during the conversation. At $0.05 per email * (2 customer emails + 2 agent emails + 1 automated acknowledgment) = $0.25.

      2. There is a per email and data received fee from Amazon Simple Email Service (SES) as well, since Amazon Connect Email leverages Amazon SES to send and receive emails. In this case, our estimated average cost per email sent or received via Amazon SES is $0.00036 per email (charges vary depending on the size of the email message and attachments, number of recipients in the To and Cc header fields, and additional Amazon SES features enabled such as dedicated IP addresses or Virtual Deliverability Manager). So $0.00036 per message * 5 emails = $0.0018. Note: This is a pricing example based on assumed average Amazon SES fees and is provided for illustration purposes only; actual charges may vary. Please refer to the Amazon SES pricing page for the latest pricing information.

      3. The total cost of this email conversation is $0.25 + $0.0018 = $0.2518

  • Tasks
  • Pricing Price per task
    Task usage – per task $0.04

    For Amazon Connect Tasks, you are billed $0.04 per task created by an API, by an agent through pre-built connectors with external applications (e.g., Salesforce), or by Connect Flows. Agent-initiated task transfers are also billed at $0.04 per task. Note: We may limit Flow usage for tasks based on our acceptable use policy, service terms, and documentation.

    • Assume that you have created 10,000 tasks in a month across your contact center, and you are in the second year of your use of the service.

      Total charge calculation:
      Total monthly units = 10,000 tasks created
      Total monthly cost = 10,000 * $0.04/task = $400

  • Outbound campaigns

  • Fee

    Channel

    Price

    Outbound campaigns processing fee (all channels)

    All Channels

    $0.005 per attempt

    Channel (See pricing for specific channel)

    Outbound campaigns voice service

    $0.025  per minute

     

    Channel usage ( SMS )  

    See End User Messaging pricing

     

    Email

    See Simple Email Service pricing
    Customer Profiles utilized daily for profile-based segmentation (if applicable)

    N/A

    See Customer Profile pricing*

    Amazon Connect outbound campaigns are billed per communication and per channel. Per communication is defined as a single outbound attempt, regardless of the channel used. Included in the per communication fee is access to templates and analytics.

    For outbound voice usage initiated by invoking the startOutboundVoiceContact API or using Amazon Connect outbound campaigns, you are billed on a per-second basis (with a minimum charge of 10 seconds) from the time the contact attempt is initiated by Amazon Connect. Other channels also incur a separate cost and will be billed directly by services like Amazon End User Messaging or Amazon Simple Email Service.

    If you utilize segmentation in Amazon Connect using Customer Profiles, you will also incur a Customer Profiles utilized daily fee as defined in the Customer Profiles pricing page. *The Customer Profiles pricing information is located in the "Agent Productivity" tab of this page.

    • An Amazon Connect contact center in US East (N. Virginia) wants to notify all its customers about the change in its terms of use. This notification is a pre-recorded message that will be played irrespective of whether a call is answered by a live person or an answering machine. 25% of all contact attempts connect to a live customer or an answering machine, and each
      contact lasts 30 seconds. Using outbound campaigns, the bill for this communication would be calculated at the end of the month in US East (N. Virginia) as follows:

      •  Outbound campaigns processed fee per communication:
        •  Number of communications processed = 10,000
        • With outbound campaigns fee per communication at $.005 charged per communication sent for delivery, orchestration, campaign reporting and analytics = ($0.005 per communication * 10,000 communications) = $50
      •  Voice Service Charges
        • Number of contact attempts made = 10,000
        • At a connection rate of 25%, number of calls that result in the recorded message being played = 2,500
        • With a single call duration of 30 seconds, minutes of voice service usage for connected calls = 30 seconds * 2,500 messages = 1,250 minutes
        • Total billable voice service usage for connected calls less the 90 minutes of Amazon Connect free tier usage per month = 1,250 minutes – 90 minutes = 1,160 minutes
        • Since each contact attempt is charged for a minimum of 10 seconds, minutes of voice service usage for unsuccessful contact attempts = 7,500*10/60 = 1,250 minutes 
        • Total voice service charges for the notification campaign = (1,160minutes + 1,250 minutes) * $0.025 per minute = $60.25
      • Telephony Charges
        • Assume that you have claimed a US toll-free number to make these calls and all your calls were completed within a single day for the use of the US toll-free number = $0 for free tier usage in the first 12 months. $0.06 per day after that   
        • Total minutes of connected calls = 2,500 calls that connect to a voicemail or live customer * 60 seconds minimum = 2,500 minutes       
        • Outbound call charges for calls that connected, less the 30 minutes of free tier outbound telephony usage per month = $0.0048 outbound call charges per minute*(2,500 minutes of connected calls – 30 minutes of free tier) = $11.86

       

      •  Customer Profiles utilized daily fee*:
        • 10,000 customers targeted that day would cost $.005 per Customer Profiles utilized daily = $50

       Your total cost is $172.11.

       You can also use Amazon Connect outbound campaigns to reach your customers using SMS and Emails using the same contact list. SMS and email messages are sent through Amazon End User Messaging.  Corresponding charges apply.  

      * Customer Profiles utilized daily charges are charged via Customer Profiles. Outbound campaigns uses Amazon Connect Customer Profiles for segmentation and managing contact lists.

  • Amazon Q in Connect

  • Pricing

    Price

    Chat - per message

    $0.0015

    Voice - per minute

    $0.0080

    Amazon Q in Connect is a generative AI assistant for customer service, including end-customer self-service and agent assistance. Amazon Q in Connect for end-customer self-service is billed at $0.0015 per chat message sent or received by Q in Connect. Similarly, it is billed at $0.008 for every voice minute with Q in Connect enabled, with a 10-second minimum billing requirement. If Amazon Q in Connect is used during the self-service portion of a contact, you are billed for the entire duration of the self-service interaction. There is no charge for building or editing self-service experiences in Amazon Connect, however you'll be billed separately for Amazon Lex usage.

    To review pricing for agent assistance with Amazon Q in Connect, please see Agent productivity > Amazon Q in Connect.

    • An end-customer sends a message to begin a chat through your website. The chat conversation occurs over multiple hours with a self-service assistant enabled with Amazon Q in Connect, since the end-customer stopped responding and then later resumed the chat. During the chat, the customer sent 9 messages and Amazon Q in Connect sent 15 messages.

      1. There is an Amazon Connect Chat charge, based on the total messages sent during the chat. At $0.004 per message * (9 customer messages + 15 self-service assistant messages) = $0.096 
      2. There is an Amazon Q in Connect charge applied for each message sent during the chat. At $0.0025 per message * (9 customer messages + 15 self-service assistant messages) = $0.06
      3. There is a Amazon Lex charge applied for each Amazon Q in Connect message during the chat. At $0.00075 per text request * (15 self-service assistant messages) = $0.01125


      The total cost for this chat is $0.16725 (plus applicable taxes, fees, and surcharges).

    • An end-customer calls a DID number belonging to an Amazon Connect contact center deployed in the US (US-West2 region). The call gets connected to a self-service assistant enabled with Amazon Q in Connect. Amazon Q in Connect spends 3 minutes talking to the customer and speaks 5 times.

      1. There is an Amazon Connect service usage charge, based on end-customer call
        duration. At $0.018 per minute * 3 minutes = $0.054.
      2. There is a day charge for use of a US DID number in US-West2. At $0.0300 per day * 1 day = $0.03
      3. The per minute telco usage for a US DID in US-West2. At $0.0022 per minute * 3 minutes = $0.0066
      4. The per minute Amazon Q in Connect service usage charge, based on end-customer call duration. At $0.018 per minute * 3 minutes = $0.054.
      5. The Amazon Lex speech request charge. At $0.004 per speech request * 5 requests = $0.02

      The total cost for this call is $0.1646 (plus applicable taxes, fees, and surcharges).

Agent productivity

  • Cases
  • Pricing Price per case created
    Cases usage – per case created $0.12

    With Amazon Connect Cases, you are billed $0.12 per case that is created in the agent application or through the API, or whenever the Create Case action in the flow is executed successfully. If using Amazon Connect Customer Profiles and Amazon Connect Tasks with Cases, those features are charged separately. There is no charge for profiles that contain only data generated by use of Amazon Connect. For more information, see the Customer Profiles and Tasks pricing sections.

    • Let's assume that you have 10,000 cases created in a month.

      Total charge calculation:
      Total monthly units = 10,000 cases
      Total monthly cost = 10,000 cases * $0.12 = $1,200

  • Customer Profiles
  • Pricing Price per profile utilized daily

    Amazon Connect Customer Profiles Utilized Daily – Amazon Connect data (Read-only)

    Example use case: Displaying Amazon Connect Customer Profiles in Agent Workspace or Amazon Connect Cases. 

    		 0.000

    Amazon Connect Customer Profiles Utilized Daily – Amazon Connect data (Read/Write)

    Example use case: Segmenting Amazon Connect Customer Profiles or enabling Identity Resolution

    		 $0.005

    Amazon Connect Customer Profiles Utilized Daily – External data sources

    Example use case: Salesforce records

    		 $0.005
    Additional incremental charge for profiles utilized per 100 objects $0.005

    Important Information: Amazon Connect-generated contact data is free for read-only operations. There is a $0.005 charge per profile utilized when using Amazon Connect data for read/write operations such as segmentation or identity resolution. The same per profile utilized charge applies when profiles use external (non-Amazon Connect) data sources. A Customer Profile utilized is one that is used in a segment for outbound campaigns, read through API calls, de-duplicated, presented in the Agent Workspace, or exported.  

    Daily utilization is defined as any use of a single profile within a 24-hour window. Even if a profile is used multiple times in one day, it counts as a single utilization. Daily profile utilization charges are capped at a maximum of 30% of your total profiles per day. Profiles containing more than 100 objects incur an additional $0.005 charge per daily utilization. An object is a grouping of data (for example, purchase history or contact history) related to a single customer. 

    • Let’s assume you have two Amazon Connect instances with different Customer Profiles domains. In one Amazon Connect instance, you created 10,000 profiles in Amazon Connect Customer Profiles and imported data from your CRM and ordering systems. In the other instance, you created 10,000 profiles in Amazon Connect Customer Profiles and only stored contact history data from Amazon Connect. During your first month of usage, you received inbound calls from 10% of your customer base and you retrieved information from those profiles to personalize the IVR or in agent workspace. Half of the profiles you read contained only Connect data, and the rest contained information from your third party system 

      Total charge calculation:
      Total Customer Profiles utilized = 20,000
      Total cost = (20,000* 5%)*$0.005 = $5 for that month

    • Let’s assume you are using Customer Profiles to segment your profiles, whether to use those segments with Amazon Connect outbound campaigns or to export those segment and use them with your 3P apps. Let’s assume you have 100,000 profiles in Amazon Connect Customer Profiles, all containing custom information. You create 1 segments on day 1 for all your customer who live in the USA, and you create another segment on day 2 for all the customers who are under the age of 15. Out of the total 100,000 profiles your first segment resulted in 30,000 profiles and the second resulted in 5,000 profiles. You don't read any other profiles or generate any additional segments for the rest of the month.

      Total charge calculation:
      Total profile in segment #1 on day #1 = 30,000
      Total profile in segment #2 on day #2 = 5,000

      Total cost = 30,000*$0.005 + 5,000*$0.005 = $175

  • Guides
  • Pricing Guides usage - per message
    Per message sent $0.005

    For step-by-step guides, you are billed $0.005 per message sent or received through the Show View flow block in the no-code/low-code workflow designer, Amazon Connect Flows. Messages are incurred when a flow sends a new view to your agent in the agent workspace, and incurred again when an agent takes a deliberate action, triggering the next step in the flow.

    For example, if you use Flows to render a read-only view for your agent, such as a screen pop, that view equates to one message and will cost $0.005. As another example, if your agent is required to fill out a form, receiving and submitting a form equates to two messages and will cost $0.01.

    • Let’s assume that your agents complete 10,000 guides in a month, and the average number of steps an agent sees per guide is 5 (that is, you built the flow using 5 Show View blocks). One message is sent every time the agent’s user interface is updated, and one message is sent every time the agent performs an action (for example, submit a form).

      Total charge calculation:
      Total monthly units = 10,000 guides
      Total monthly cost = 10,000 guides * 5 Show View blocks * 2 messages per block * $0.005 per message = $500 per month

  • Amazon Q in Connect
  • Pricing  Price
    Per agent per month  $40

    Amazon Q in Connect is a generative AI assistant for customer service, including end-customer self-service and agent assistance. With Amazon Q in Connect, you are billed $40 per agent/per month for agents who either receive a suggested solution, or who search across connected knowledge sources. Amazon Connect security profiles enable you to manage which agents can receive suggestions and search Amazon Q in Connect. Note: Amazon Connect Contact Lens conversational analytics is required to use Amazon Q in Connect real-time recommendations during voice calls. For pricing, visit the Contact Lens section under the Analytics, Insights, and Optimization tab.

    To review pricing for end-customer self-service with Amazon Q in Connect, please see Omnichannel experience > Amazon Q in Connect.

    • Let's assume you have 100 agents who have been provided access to Amazon Q in Connect and who have received suggested solutions and/or performed searches across connected knowledge sources during the month.

      Total charge calculation:
      Total monthly cost = 100 agents * $40 per user = $4,000

  • Voice ID
  • Pricing Price per transaction
    Voice ID usage – per transaction $0.025

    With Amazon Connect Voice ID, you are charged based on number of transactions on a monthly basis. Each use of Voice ID to enroll a customer, verify the identity of the caller or check the call for fraud characteristics is considered a separate transaction. Voice ID does not charge for capturing the customer opt-in, opt-out, deletion of historical voiceprints, and checking the verification status during a call. However, if you decide to re-authenticate a customer during a call, it will result in an additional transaction. Bulk/batch enrollment using a stored audio recording for a single caller, or to add a single fraudster to the known fraudster watchlist is also considered a separate transaction. Each transaction is priced at $0.025 irrespective of the type of transaction.

    • Let’s assume you bulk enrolled 10,000 callers into Amazon Connect Voice ID at the beginning of the month on December 1, 2021 and through the month of December, you perform 500 authentication transactions every day.

      Total charge calculation:
      Total Transactions: 10,000 + 500 * 31 = 25,500
      Total cost = 25,500 *$0.025 = $637.5 for the month

    • Let's assume you have not enrolled any callers into Amazon Connect Voice ID using the bulk enrollment. During the month of December 2021, you have 500 calls per day where you either enroll the caller or authenticate the caller's identity if they have enrolled in an earlier call that month. In addition, you also check each call for fraud.

      Total charge calculation:
      Total Transactions = 500 * 31 (for fraud) + 500 * 31 (for enrollment/authentication) = 31,000
      Total cost = 31,000 * $0.025 = $775 for the month

Analytics, insights, and optimization

  • Contact Lens

  • Amazon Connect Contact Lens offers separate pay-as-you-go pricing for the following capabilities: conversational analytics, performance evaluation, and screen recording. Each of these capabilities can be used separately or together. You will be billed based on the pricing shown in the table below for each capability you choose to use. Conversational analytics capabilities pricing for voice calls is a per minute charge and for chat messages is a per message charge, performance evaluation capabilities pricing is charged per agent evaluated, and screen recording capabilities pricing is charged per recorded minute. See the pricing table and examples below for detailed pricing information for these capabilities.

    Conversational analytics for voice calls:

    Pricing by monthly volume Price per minute
    First 5 million minutes (Tier 1)    $0.015
    5 million+ minutes (Tier 2) $0.0125

    New conversational analytics for voice customers receive a free trial with no charges for 100,000 voice call minutes per month for the first two months. This free trial is available to first-time conversational analytics for voice customers.

    Conversational analytics for voice includes generative AI-powered post-contact summaries.

    Conversational analytics for chat messages:

    Pricing Price per message
    Per message                                         $0.0015

    Conversational analytics for chat messages includes generative AI-powered post-contact summaries.

    Performance evaluation:

    Pricing Price per agent evaluated per month
    Per agent evaluated per month                                                                     $12.00

    New performance evaluation customers receive a free trial with no charges for the first 30 days. This free trial is available to first-time performance evaluation customers after activating the capability for the first time.

    Screen recording:

    Pricing Price per minute
    Per recorded minute                       $0.006

    External Voice

    Usage Tier Rate
    External voice integration First 2 million minutes Included with first connector
    External voice integration 2 million+ minutes $0.012 per minute
    External voice connector First connector only $40,000 per month
    External voice transfer connector Second+ connector(s) $0 per month

    Amazon Connect integrates with other voice systems for real-time and post-call analytics. A Contact Lens external voice transfer connector is required for Amazon Connect to receive external voice. You only pay for the first connector, which includes 2,000,000 external voice integration minutes at no additional cost.

    Contact Lens conversational analytics and performance evaluation charges apply when used with external voice.

    If you enable Amazon Connect, external voice integration is $0.032 per minute.

    • Let's assume you analyzed customer calls in your contact center using Contact Lens conversational analytics for voice. You have analyzed 7 million minutes, and you are in the second year of your use of the service.

      Total charge calculation:
      Total monthly call minutes analyzed = 7 million
      Total cost = [Call volume in Tier 1] * $0.015 + [Call volume in Tier 2] * $0.0125
      Total cost = [5 million minutes * $0.015] + [(7 million – 5 million) minutes * $0.0125] = [$75,000] + [$25,000] = $100,000
       

    • Let’s assume you analyzed customer chats in your contact center using Contact Lens conversational analytics for chat. You have analyzed 1 million chat messages, and you are in the second year of your use of the service.

      Total charge calculation:
      Total monthly chat messages analyzed = 1 million
      Total cost = [number of chat messages analyzed] * [price per message]
      Total cost = [1 million messages] * $0.0015 = $1,500

    • Let's assume you evaluated agent performance for 200 agents in your contact center using Contact Lens performance evaluation in a particular month.

      Total charge calculation:
      Total monthly agent evaluated = 200 agents
      Total cost = [200 agents * $12.00] = $2,400.00
       

    • For contacts with screen recording enabled, recording begins when the agent accepts the contact and ends when the agent completes after contact work. Screen recording pricing does not include time spent in IVR, only when the agent is connected and in after contact work. We do not charge if the screen recording has been paused or for overlapping duration of concurrent contacts.

      Screen recording pricing example one
      To arrive at the total number of agent minutes Contact Lens screen recording is enabled in a particular month, let’s assume your contacts have an average handle time (AHT) of 5 minutes, each of your agents handle approximately 500 contacts in the month, and screen recording is enabled for 30% of those contacts. For a contact center of 200 agents the total charge is calculated as follows:

      Total charge calculation:
      Total minutes screen recording is enabled = 5 minutes AHT * 500 contacts per agent * 30% of contacts screen recording is enabled * 200 agents = 150,000 minutes
      Total cost = 150,000 minutes screen recording is enabled * $0.006 per minute = $900

      Screen recording pricing example two (concurrent contact)
      Let’s assume an agent accepts a contact at 1:00pm with Contact Lens screen recording enabled and accepts a second concurrent contact at 1:10 with screen recording enabled. Then, the agent completes the first contact at 1:20pm and completes the second contact at 1:30pm. If there are no other overlapping contacts, then for this example, the total change would be 30 minutes of screen recording.

      Total charge calculation:
      Total cost = 30 minutes * 0.006 per minute = $0.18

    • Let’s assume in one month you sent 7,000,000 minutes of external voice to Contact Lens for conversational analytics for voice calls and you have four Contact Lens integration connectors.

      Total charge calculation:

      Monthly minutes: 7,000,000

      Conversational analytics for voice calls = [tier 1 volume] x $0.015 + [tier 2 volume] x $0.0125

      Conversational analytics for voice calls = [5,000,000 x $0.015] + [7,000,000 – 5,000,000) x $0.0125] = [$75,000] + [$25,000] = $100,000

      External voice integration = [tier 1 volume] x $0.000 + [tier 2 volume] x $0.012

      External voice integration = [2,000,000 x $0.000] + [7,000,000 – 2,000,000) x $0.012] = [$0] + [$60,000] = $60,000

      External voice transfer connector = $40,000 + (3 additional connectors x $0) = $40,000

      Total cost = [conversational analytics] + [external voice integration] + [external voice transfer connector]

      Total cost = [$100,000] + [$60,000] + [$40,000] = $200,000

    • Q: Does Amazon Connect Contact Lens pricing have a combined price for conversational analytics, performance evaluation, and screen recording?

      No, Amazon Connect Contact Lens offers separate pay-as-you-go pricing for conversational analytics, performance evaluation, and screen recording as shown in the pricing table and examples above. Each of these capabilities has separate pricing and you choose which ones to use. You will be billed for each capability you choose to use based on their individual pricing.

      Q: What type of customer contacts can be reviewed with Contact Lens performance evaluation? Are you billed for both Contact Lens conversational analytics and Contact Lens performance evaluation when you do manual agent performance evaluation?

      You can use Contact Lens performance evaluation for all contacts handled by an agent, within your Amazon Connect instance, including conversations over voice calls, chats, and tasks. You can manually evaluate contacts without Contact Lens conversational analytics and you will only be billed for Contact Lens performance evaluation. If you choose to enable Contact Lens conversational analytics to automate the evaluation process and get results pre-populated within the evaluation form you will be billed for both conversational analytics and performance evaluation. We do not support evaluating customer interactions outside of your Amazon Connect instance.

      Q: What is the pricing for Contact Lens generative AI-powered post-contact summaries?

      There is no separate charge for Contact Lens generative AI-powered post-contact summaries. This feature is included in the pay-as-you-go pricing for conversational analytics.

      Q: Does Amazon Connect charge separately for other Contact Lens features such as call-recording, contact search, contact rules, and supervisor barge-in?

      No, we do not charge separately for other Contact Lens features such as call-recording, contact search, contact rules, and supervisor barge-in. These features are included within Amazon Connect.

  • Forecasting & Scheduling
  • Pricing Price per agent forecasted or scheduled per month
    Per agent forecasted or scheduled per month $27

    For Amazon Connect forecasting and scheduling, you are billed $27 per agent/per month for agents who either 1/ take a contact in a forecasted queue or 2/ receive a schedule.

    We offer a 90-day free trial for Amazon Connect forecasting and scheduling after activating the capabilities for the first time. After the 90-day free trial, you can continue to generate forecasts and schedules, and you will only be charged when the forecasts or schedules are published or downloaded.

    • Let's assume you have 300 agents in your contact center that receive a schedule using Amazon Connect forecasting, capacity planning, and scheduling in a particular month.

      Total charge calculation:
      Total agents in a month that receive a schedule = 300 agents
      Total monthly cost = [300 agents * $27.00] = $8,100.00

    • Let's assume in a particular month you have used Amazon Connect forecasting, capacity planning, and scheduling capabilities for a group of 150 agents as follows: a) 98 of the agents receive a schedule, b) 2 agents, do not receive schedules, but these agents take contacts in a queue that has a published or downloaded forecast, and c) 50 of the agents do not receive schedules, and they do not take contacts in a queue that has a published or downloaded forecast. Then your total chargeable/billable agents for the month is 100.

      Total charge calculation:
      (a) Total agents in the month that receive a schedule = 98 agents
      (b) Total agents in the month that take contacts in a queue that has a downloaded or published forecast but do not receive a schedule = 2 agents
      Total monthly cost = [100 agents * $27.00] = $2,700.00

AWS Free Tier

As part of the AWS Free Tier, you can get started with Amazon Connect for free.

  • As part of the AWS Free Tier, you can get started with Amazon Connect for free.

    For the first 12 months of your initial Amazon Connect cloud contact center deployment in any region, you receive:

    • 90 minutes per month of Amazon Connect service usage
    • A direct inward dial (DID) number from the country in which the AWS region is located
    • 30 minutes per month of inbound DID calls
    • 30 minutes per month of outbound calls made to numbers in the country in which the AWS region is located

     

    For US regions, you also receive:

    • One US toll-free number
    • 30 minutes per month of inbound toll-free calls made from the US

     

    For example: If you create your instance in the Asia Pacific (Sydney) region, you get one DID number from Australia, receive 30 minutes of inbound DID calls to that number, and can use Amazon Connect to place 30 minutes of outbound calls to numbers in Australia.

     

    Other Amazon Connect capabilities also part of the Free Tier during your 12 months, including:

    • 500 messages per month with Amazon Connect Chat
    • 100 tasks per month with Amazon Connect Tasks
    • 1,000 profiles per month with Amazon Connect Customer Profiles
    • 500 messages per month for chat messages with Amazon Connect Contact Lens
    • 180 transactions per month with Amazon Connect Voice ID, split evenly across enrollment, authentication, and fraud detection
     
     

    These Amazon Connect capabilities offer Free Trials that start upon first usage or activation. Once the trial period expires you simply pay standard, pay-as-you-go service rates.

    • 100,000 voice call minutes per month for the first 2 months with Amazon Connect Contact Lens conversational analytics upon first usage
    • 30 days usage of Amazon Connect Contact Lens performance evaluations upon first-time feature activation
    • 90 days usage of Amazon Connect forecasting, capacity planning, and scheduling upon first-time feature activation