Amazon Connect pricing

Chat usage: $0.004 per message

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 nine messages and the agents sent 15 messages. There is one charge for this chat:

1. 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

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

Tasks usage: $0.04 per task

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.

Pricing example
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

Customer Profiles usage: $0.0025 per profile/per month

Customer Profiles are priced at $0.0025 per profile stored per month, pro-rated on a daily basis, inclusive of storage costs. A profile can include up to 100 objects. An object is a table or entity containing information related to a customer such as contact information, purchase, and contact history. Profiles larger than 100 objects will incur an additional profile unit at the same $0.0025 per month.

A profile can be created in several ways: from a customer initiating a call or chat with the contact center, from an agent manually creating a new profile, from a pre-built connector such as customer relationship management (CRM), or from homegrown applications using the SDK and APIs. Profiles are matched with Amazon Connect data based on a unique name, address, phone number, and email. Profiles that cannot be matched using unique identifiers will be each treated as a single unit.

Pricing example one
Let’s assume you created 10,000 profiles in Amazon Connect Customer Profiles at the beginning of the month and ended the month with 10,000 profiles.

Total charge calculation:
Total monthly profile units = 10,000
Total cost = 10,000 *$0.0025 = $25 for the month

Pricing example two
Let’s assume you created 100,000 profiles in Amazon Connect Customer Profiles at the beginning of the month and then added another 20,000 profiles on the 21st of that month. In this case, the 100,000 profiles are charged for 31 days, and the 20,000 profiles are only charged for 11 days.

Total charge calculation:
Total monthly profile units = 120,000
Total cost = [100,000 * ($0.0025/31) 31 days + 20,000 * ($0.0025/31) 11 days ]= $268 for the month

Voice ID usage: $0.025 per transaction

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.

Pricing example one
Let’s assume you bulk enrolled 10,000 callers into Amazon Connect Voice ID at the beginning of the month on Dec 1st 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

Pricing example two
Let's assume you have not enrolled any callers into Amazon Connect Voice ID using the bulk enrollment. During the month of Dec 2021, you have 500 calls per day where you either enroll the caller or authenticate the caller's identify 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

Wisdom usage: $0.04 per contact

With Amazon Connect Wisdom, you are billed $0.04 per contact (e.g., call) in which Wisdom is enabled. A contact is enabled with Wisdom whenever a Wisdom flow block is executed in the contact flow.

Pricing example one
Let us assume you have 10,000 contacts in which Wisdom is enabled in a month.

Total charge calculation:
Total monthly units = 10,000 contacts with Wisdom
Total monthly cost = 10,000 contacts * $0.04 = $400