Introduction to Amazon Connect
Amazon Connect is a cloud-based contact center service by AWS that enables businesses to deliver seamless customer support at scale. With its pay-as-you-go Amazon Connect pricing model, companies of all sizes can leverage advanced features like AI-powered chatbots, omnichannel routing, and analytics without upfront costs.
But how much does Amazon Connect really cost? In this guide, we’ll break down Amazon Connect pricing, hidden fees, and strategies to optimize expenses.
Understanding Amazon Connect Pricing Structure
Amazon Connect follows a usage-based pricing approach, meaning you only pay for what you use. The key cost components include:
1. Per-Minute Usage Charges
- Inbound & Outbound Calls:
- $0.018 per minute (US/Canada)
- 0.024–0.024–0.120 per minute (International, varies by country)
- Chat Conversations:
- $0.004 per message (sent or received)
Amazon Connect with unlimited AI
| 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 |
2. Telephony Services (DID Numbers & Toll-Free)
- Direct Inward Dialing (DID) Numbers: 0.70–1.00 per month
- Toll-Free Numbers: 1.50–2.00 per month
3. Additional Features (Optional Costs)
- Amazon Lex (AI Chatbots): $0.004 per text request
- Contact Lens (Analytics & Call Recording): $0.015 per minute
- SMS Messaging: $0.00745 per message (US)
4. Omnichannel experience
| 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 |
| 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 |
| Email usage – per email | $0.05 |
| Task usage – per task | $0.04 |
| 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 |
| Amazon Q Chat – per message | $0.0015 |
| Amazon Q Voice – per minute | $0.0080 |
| Cases usage – per case created | $0.12 |
| Voice ID usage – per transaction | $0.025 |
| Amazon Q – Per agent per month | $40 |
Customer Profile
| 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 sourcesExample use case: Salesforce records | $0.005 |
| Additional incremental charge for profiles utilized per 100 objects | $0.005 |
Contact Lense
| Pricing by monthly volume | Price per minute |
| First 5 million minutes (Tier 1) | $0.015 |
| 5 million+ minutes (Tier 2) | $0.0125 |
| Per agent forecasted or scheduled per month | $27 |
How to Estimate Your Amazon Connect Costs?
To calculate Amazon Connect pricing for your business, consider:
- Call Volume: Monthly minutes (inbound/outbound)
- Channels Used: Voice, chat, SMS
- Add-Ons: AI, analytics, toll-free numbers
Example Calculation:
- 5,000 inbound minutes/month (US): 5,000 × 0.018=90
- 2 DID numbers: 2 × 1=2
- Total Estimated Cost: $92/month
Ways to Reduce Amazon Connect Costs
- Optimize Call Routing: Use intelligent routing to minimize call duration.
- Leverage Chatbots: Reduce live agent costs with Amazon Lex.
- Monitor Usage: AWS Cost Explorer helps track spending.
- Use SIP Trunking: Lower international call rates with third-party SIP providers.
Amazon Connect vs. Competitors: Pricing Comparison
| Feature | Amazon Connect | Twilio Flex | Genesys Cloud |
|---|---|---|---|
| Pay-as-you-go | ✅ Yes | ✅ Yes | ❌ No |
| Minute Rate (US) | $0.018 | 0.02–0.05 | 0.03–0.06 |
| Monthly Fees | ❌ No | ✅ Yes | ✅ Yes |
Amazon Connect offers better affordability for startups and enterprises with its flexible pricing.
Understanding Amazon Connect Costs with a Real-World Example
Scenario:
A customer calls your US-based Amazon Connect contact center (using a DID number in US-West 2). Here’s how the call flows:
- 3 minutes in the queue (waiting).
- 2 minutes talking to an agent via Amazon Connect softphone.
- The agent transfers the call to another department, making a 5-minute outbound call.
- Amazon Q provides real-time AI recommendations to assist the agent.
- Contact Lens analyzes sentiment and auto-generates call summaries.
Cost Breakdown for This Call
| Charge Type | Calculation | Cost |
|---|---|---|
| Voice Usage (Total Call Time) | $0.038/min × 10 mins (3+2+5) | $0.38 |
| DID Number (Daily Fee) | $0.03/day × 1 day | $0.03 |
| Inbound Call Charges | $0.0022/min × 10 mins (entire call) | $0.022 |
| Outbound Call Charges | $0.0048/min × 5 mins (transfer) | $0.024 |
| Total Cost | 0.38 + 0.03 + 0.022 +0.024 | $0.456 (before taxes) |
FAQs on Amazon Connect Pricing
1. Is there a free tier for Amazon Connect?
Yes! AWS offers a free 90-minute trial for new users.
2. Does Amazon Connect charge for inactive agents?
No, you only pay for active usage.
3. Are there long-term contracts?
No, Amazon Connect is month-to-month with no lock-in.
Final Thoughts: Is Amazon Connect Worth It?
With transparent Amazon Connect pricing, scalability, and AI integrations, it’s a cost-effective solution for modern contact centers. By optimizing usage and leveraging AWS discounts, businesses can cut costs by 30–50% compared to traditional providers.
Ready to get started? Sign up for Amazon Connect today and enjoy a cloud-based contact center without hefty contracts!
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