Sold by: Amazon Web Services
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.
Details
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Deployed on AWS
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Delivery details
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Support
Vendor support
Contact AWS support for assistance.
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
Similar products
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.
Migrate to Amazon Connect in as little as 6 weeks. Enable your admins to ensure success beyond the implementation. Flexible support options are available.
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.
Professional Service support for IVR migration and transformation.
KEEN BEST provides an end-to-end service for cloud contact center migration using Amazon Connect, from consulting your workloads and planning the migration with assessing the internal readiness, to migrating these workloads to the AWS without disrupting daily contact center business. KEEN BEST has integration, development, customization experts in the industry supported by 20+ years of experiences to support the migration.
Customer reviews
Elizabeth H.
Amazon Connect: Flexible, Scalable Cloud Contact Center with Seamless AWS Integration
Reviewed on Jan 27, 2026
Review provided by G2
What do you like best about the product?
I like that Amazon Connect is flexible and scalable—it lets teams quickly build, customize, and scale a cloud contact center while integrating easily with the rest of AWS.
What do you dislike about the product?
It can feel complex to set up and manage, especially for teams without deep AWS experience, and some advanced features require extra configuration or third-party tools.
What problems is the product solving and how is that benefiting you?
Amazon Connect solves the problem of building and scaling a contact center without heavy infrastructure. It makes it easier to launch quickly, integrate with other systems, and scale on demand—helping teams stay flexible, reduce overhead, and adapt as customer needs change.
Parth P.
Amazon Q in Connect: Easy AI Agent Design, Smooth Implementation, Great Support
Reviewed on Jan 27, 2026
Review provided by G2
What do you like best about the product?
The Amazon Q in connect feature, The AI agent designer that helps to make a AI in amazon connect and also the contact flows with proper updated and also the ease of the use and the implementation with the business support plus customer support is a plus.
What do you dislike about the product?
The Amazon Q connect block was not there in the contact flow to add but in all the documentation and everywhere they have mentioned it and also later on i got the update that they have updated it to the connect assistance, Also the Amazon Q in connect the Salesforce integration fails again and again with the blank AWS Screen comes
What problems is the product solving and how is that benefiting you?
The Outbound call request with the Amazon connect contact flows with the implementation of AI Agents and also the amazon connect connect workspace to call the any contact as per flow to test and demo
Dev M.
Amazon Connect–Amazon Q–Salesforce integration: solid potential after Salesforce auth hiccups
Reviewed on Jan 27, 2026
Review provided by G2
What do you like best about the product?
Amazon Connect is used for automatically calling feature implementation in lower cost for the best customization architecture.
What do you dislike about the product?
Amazon Connect implementation docs do not give proper information to implement custom functionality, and basic information is also
What problems is the product solving and how is that benefiting you?
Amazon connect give feature of making AI agents for Automatic call services for different types of reminders calling customers without any human involvement. Also, give connect workspace for testing of newly created AI agents to deploy successfully. Amazon connect taking a lower amount of charges for one call request completion instead of Twilio calling
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 AWS 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 AWS 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)