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.
4.3
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.
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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.
Our Professional Services bundle includes all the necessary steps, tasks, and actions required for a successful Amazon Connect implementation. This bundle covers discovery, design, build, deploy, full QA, user acceptance testing, and production warranty support. We provide experienced Amazon Connect Business Analyst and Technical Consultants to work with both business and technical resources to walk through IVR Routing/ACD requirements and business objectives.
Customer reviews
Daniel D.
Amazon Connect Awesome Experience
Reviewed on Dec 09, 2025
Review provided by G2
What do you like best about the product?
Help our company to keep track of time. It is easy to integrate with other platforms. Has a good number of features and it is easy of use.
What do you dislike about the product?
I think the interface could look more modern.
What problems is the product solving and how is that benefiting you?
Keep a good track of agents' connectivity, plan schedules, and track performance.
Abhilash Chandran
Claims workflows have become faster with automated IVR data capture but reporting still needs improvement
Reviewed on Dec 04, 2025
Review from a verified AWS customer
What is our primary use case?
My main use case for Amazon Connect is for IVR Plus. A specific example of how I'm using Amazon Connect for IVR Plus is that it's part of our claims. Amazon Connect fits into our claims workflow by gathering information and looking up to make sure the call and the claim number match, and then getting into the appropriate connecting part, after which we get the summary of the call.
What is most valuable?
Behind the scenes, Amazon Connect is the plug-and-play solution which calls the APIs, and that is what we use with NICE CXone IVR.
The best features Amazon Connect offers are plug-and-play concepts that are easy to configure within our AWSÂ stack in our account, and we don't need more expertise on it.
The ease of configuration of Amazon Connect has helped my team significantly; it's pretty much an initial learning curve, but the remaining features are all available, and we have been using AWSÂ stack since we have expertise and developers that are very close, and we work with AWS partners and certified resources.
Amazon Connect has positively impacted our organization because we used to have manual processing to gather more information and then create the summary, which takes time for our customers, but now it's a plug-in solution, and as I discussed earlier, this summary is very helpful for us to review and settle the claim early.
What needs improvement?
I don't have any improvements to suggest for Amazon Connect.
For how long have I used the solution?
I have been using Amazon Connect for seven months.
What do I think about the stability of the solution?
In my experience, Amazon Connect is stable.
What do I think about the scalability of the solution?
Amazon Connect's scalability is good.
How are customer service and support?
The customer support for Amazon Connect is good.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
We didn't have any solutions before Amazon Connect.
How was the initial setup?
I'm not sure about my experience with pricing, setup cost, and licensing. I purchased Amazon Connect through the AWS Marketplace .
What about the implementation team?
In my case, my company is a customer, and we don't have a business relationship with this vendor beyond that.
What was our ROI?
I don't have the metrics with me to share any return on investment with Amazon Connect.
What's my experience with pricing, setup cost, and licensing?
I'm not sure about my experience with pricing, setup cost, and licensing. I purchased Amazon Connect through the AWS Marketplace .
Which other solutions did I evaluate?
We were looking into options such as NICE CXone before choosing Amazon Connect.
What other advice do I have?
I have noticed time savings or efficiency improvements of almost 40 percent. My advice for others looking into using Amazon Connect is that you can expand a lot of your capabilities if you have API connect, configuration, workflows, and routing logics; everything can be configured within your VPC. I would rate this product a 7 out of 10.
Which deployment model are you using for this solution?
Private Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
Leigh H.
Superior Remote Customer Service Tool with Low Latency
Reviewed on Dec 02, 2025
Review provided by G2
What do you like best about the product?
We use it for customer service. Being that I work remotely, I have used many alternatives, and Amazon Connect is superior and has lower latency.
Very easy setup, very straightforward integration with Zendesk, and very simple to use.
There was nothing complicated about it.
I use this service daily, for about 9 hours a day, and in the last year, I have had very few issues.
Very easy setup, very straightforward integration with Zendesk, and very simple to use.
There was nothing complicated about it.
I use this service daily, for about 9 hours a day, and in the last year, I have had very few issues.
What do you dislike about the product?
Sometimes the latency spikes; this is normal, but I wish there were more servers to connect to globally.
What problems is the product solving and how is that benefiting you?
An easy way to connect with customers in the US. Given that I am remote, being able to dial out from a US number and have it connect instantly immediately adds authority to my contacts.
Amr Ehab
Integrated automation with AI has improved customer service efficiency and has supported reliable operations
Reviewed on Nov 28, 2025
Review from a verified AWS customer
What is our primary use case?
I have been using Amazon Connect for a couple of months for one of my customer projects. We used Amazon Connect for a customer similar to Teleperformance who was asking for a service to handle the customer service environment. The customer asked for integration with Amazon Connect and Amazon Lex .
What is most valuable?
The stability of the application and the services of Amazon Connect is very good, especially when it integrates with Lex, making the customer service solution more efficient.
This integration helped with automation. AI was very helpful for the automation of customer service capabilities.
This integration helped with automation. AI was very helpful for the automation of customer service capabilities.
What needs improvement?
I do not remember specific features that could be added to Amazon Connect, to be honest, but it has been a long time since I was involved in the project.
For how long have I used the solution?
I have been using Amazon Connect for a couple of months on a customer project, but not extensively, approximately three months in that area.
What do I think about the stability of the solution?
The stability of the application and the services of Amazon Connect is very good, especially when it integrates with Lex and makes the customer service solution more efficient.
I do not think there are negative sides with Amazon Connect. Most of my customers I worked with or heard speaking about Amazon Connect and Lex are speaking in a positive way.
I do not think there are negative sides with Amazon Connect. Most of my customers I worked with or heard speaking about Amazon Connect and Lex are speaking in a positive way.
What do I think about the scalability of the solution?
Amazon Connect is a scalable solution.
How are customer service and support?
The technical support from AWSÂ is average.
It is average because not every time I find a solution. Sometimes I debate with the support team but without result. We try to find a workaround by ourselves. But sometimes they give us the answers. That is why the support is not 100% providing the solutions we need or helping us and not 100% solving any issue. So they are in the average.
I would rate support from a six to seven.
It is average because not every time I find a solution. Sometimes I debate with the support team but without result. We try to find a workaround by ourselves. But sometimes they give us the answers. That is why the support is not 100% providing the solutions we need or helping us and not 100% solving any issue. So they are in the average.
I would rate support from a six to seven.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
I have not been working with the omnichannel communication feature.
I have not been using something similar to Amazon Connect, to be honest, but especially now with Google, I am focusing on the serverless services more, like Cloud Run and Cloud Function.
I have not been using something similar to Amazon Connect, to be honest, but especially now with Google, I am focusing on the serverless services more, like Cloud Run and Cloud Function.
How was the initial setup?
Regarding the installation of the product, it is not that easy but still in the average. It is not easy 100% or difficult 100%. It is just a step through and you did it; it is not that difficult.
What about the implementation team?
I led the people to implement Amazon Connect but was not directly involved in the implementation. For the project I worked on, I do not have many challenges, because the team with me is prepared and has worked with Amazon Connect before. The project is not that big.
What was our ROI?
The customer is satisfied.
What's my experience with pricing, setup cost, and licensing?
Most of my customers are not going with the pay-as-you-go pricing model, as they prefer yearly contracts or three-year contracts. They reserve it. So not all the services we used are pay-as-you-go; mostly it is yearly or three-year plans.
In general, I would say that Amazon Connect is expensive, as it is above average.
In general, I would say that Amazon Connect is expensive, as it is above average.
What other advice do I have?
The installation is not that easy, but it is still in the average. We deployed Amazon Connect on AWSÂ cloud. I give this review an overall rating of 8.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
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