Amazon Connect 2026: Benefits, Features & Pricing

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Overview
User Interface
Popular Alternatives
Pricing and Plans
Features
Integrations
User Reviews
Popular Comparisons

Overview

Amazon Connect

4.5

(91)

Pricing

Pricing available upon request

About Amazon Connect

Amazon Connect is a cloud-based contact center service that offers omnichannel customer service using machine learning, interactive voice response, and call routing. The service caters to businesses of all sizes looking to enhance their customer experience, reduce costs, and boost contact center efficiency.

Amazon Connect provides a unified workspace for contact center agents. This workspace delivers a holistic view of the customer and uses generative AI to assist agents. The service also offers AI-powered analytics and optimization capabilities. Additionally, supervisors and managers can view real-time insights, evaluate agent performance and provide tailored coaching to improve customer satisfaction.

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Amazon Connect User Interface

Popular Amazon Connect Alternatives

Main Product

Amazon Connect

4.5

(91)

Ratings Breakdown

4.45Ease of use
4.33Value for money
4.42Customer support
4.36Functionality

Pricing

Available upon request

Get Price

Alternative Product

Ringover

4.7

(851)

Ratings Breakdown

4.78Ease of use
4.50Value for money
4.62Customer support
4.64Functionality

Pricing

Starting at $29.00 per month

Get Price

Alternative Product

CallTools

4.8

(155)

Ratings Breakdown

4.71Ease of use
4.85Value for money
4.82Customer support
4.81Functionality

Pricing

Available upon request

Get Price

Alternative Product

Convoso

4.5

(386)

Ratings Breakdown

4.64Ease of use
4.48Value for money
4.51Customer support
4.51Functionality

Pricing

Starting at $90.00 per month

Get Price

Alternative Product

Zendesk Suite

4.4

(4066)

Ratings Breakdown

4.32Ease of use
4.16Value for money
4.26Customer support
4.36Functionality

Pricing

Starting at $39.00 per month

Get Price

Alternative Product

DialedIn CCaaS

4.8

(305)

Ratings Breakdown

4.85Ease of use
4.71Value for money
4.79Customer support
4.76Functionality

Pricing

Starting at $25.00 per month

Get Price

Amazon Connect Pricing and Plans

Starting price: Connect with an advisor for pricing

Free Trial

Free Version

Omnichannel Experience

Pricing available upon request

Plan includes:

Handle Inbound Customer Traffic
API
Access to Amazon Q Gen AI Assistant

Agent Productivity

Pricing available upon request

Plan includes:

Manage & Route Calls
Creation & Hosting of Agent Guides
Voice ID

Analytics, Insights and Optimization

Pricing available upon request

Plan includes:

Conversational Analytics
Performance Evaluation
Screen Recording
Integration with Voice Recognition Tools

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Amazon Connect Features

Popular features found in Telephony
Automatic Call Distribution
Caller ID
Call Monitoring
Call Recording
Call Transfer
Computer Telephony Integration
Reporting/Analytics
Voice Mail
VoIP
More features of Amazon Connect
Activity Tracking
API
Automated Responses
Automated Routing
Callback Scheduling
Call Center Management
Call Routing
Call Tracking
Campaign Management
Chat/Messaging
Contact Management
Dashboard
Generative AI
Interaction Tracking
IVR
List Management
Monitoring
Multi-Channel Communication
Natural Language Processing
Outbound Call Center
Predictive Dialer
Real-Time Monitoring
Real-Time Reporting
Third-Party Integrations
VoIP Connection
Workforce Management

Amazon Connect Integrations

eGain Suite

Centrical

CallMiner Eureka

Aceyus

Amazon Aurora

Amazon Redshift

See all 30 integrations

Amazon Connect User Reviews

Overall Rating

4.5

Ratings Breakdown

59%

32%

Secondary Ratings

Ease of Use

4.5

Value for money

4.3

Customer support

4.4

Functionality

4.4

sumit y.

Verified reviewer

Information Technology and Services

1001-5000 employees

Used daily for more than 2 years

Review source

Reviewed July 2025

Best Soft Phone

Good experience overall—stable, smooth, and perfect for support use as it give best call management features confrence calls contacts saving and much more i loved the product

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Amazon Connect is simple, reliable, and works from anywhere. The UI is clean and easy, with good call quality and AWS integration. Call monitoring is even amazing live calls can be transmitted .

Cons:

Needs noise cancellation like Zoom or Teams for better calls in noisy environments.Own sound management will do the job its a good to have feature

Reasons for switching to Amazon Connect

Both Avaya softphone and Hardphones are not giving results which are expected

kinury A.

Verified reviewer

Information Technology and Services

1001-5000 employees

Used daily for more than 2 years

Review source

Reviewed June 2025

Great virtual call center solution

Great to interconnect employees and easy to learn the curve for employees. We love that we no longer require a physical phone on each desk.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Their virtual call center console, the fact that you have all logs in one console, and being able to export the data for its analysis.

Cons:

Quality for calls is not always the best (audio); sometimes call are connected without having a ring.

Reasons for switching to Amazon Connect

mainly price and software integration, and interfaces.

Victoria H.

Verified reviewer

Insurance

51-200 employees

Used daily for less than 12 months

Review source

Reviewed February 2026

Not the most efficient system

My overall experience has unfortunately been awful, I have asked to use my personal phone instead and get reimbursed for calls.

Ratings Breakdown

Ease of use

Customer support

Functionality

Pros:

The only thing I like about Amazon Connect is we don't have to use our personal phones and can you this line for external calls when it is working.

Cons:

Almost Everything! You have to go to various steps to connect, sometimes it leaves blank messages, sometimes it does not connect and you have to put in a ticket and it takes awhile to get support. Then they just jump on teams when someone is available without a scheduled time. Also it is not reliable, many call saying they called me and it does not ring or allow messages sometimes.

Verified

Reviewer

Information Technology and Services

10000+ employees

Used daily for less than 2 years

Review source

Reviewed January 2026

Good call center software

Overall I like this product, it provide the basic calling and chat system to our customer, and it is reliable.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

We use amazon connect to power out chat and call systems, amazon connect is a secure contact center software and the price is totally worth the money, there are some learning curve on how the software behaves, but overall good call center software.

Cons:

It is very hard to customize Amazon Connect and there are documentation online about customizing the software but not as detail as a truely opensource software.

Reasons for switching to Amazon Connect

Twilio is lack of international coverage

Abhinash K.

Verified reviewer

Information Technology and Services

10000+ employees

Used weekly for less than 12 months

Review source

Reviewed July 2025

Reliable IVR with simple interface and ease of usage

It is an efficient way of tracking any tasks and provides useful analytics tool to record all customer interaction. At a glance, it allows you to see the call history to be able to better serve customer as the user is able to understand the history of the clients' concerns.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The design of Amazon Connect is simple and easy to modify the contact flows. Along with bringing onboard new users the setup is relatively easy. Integrations with different CRM are also easy and simple to support.

Cons:

There needs to be a feature to complete certain actions on mass, such as creating queues, predefined attributes etc. These should be able to digest a csv and create in mass instead of having to force us to create them manually one at a time.

Riana I.

Verified reviewer

Events Services

501-1000 employees

Used daily for less than 12 months

Review source

Reviewed May 2025

Good for call centre

It has been okay. Very good for call centre but not as great for a direct line for an employee. Makes it hard to decline calls or see a call log

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

It is designed very well for a call center. I like how you can record calls for safety purposes and makes it easy to track teammates calls taken, minutes, etc.

Cons:

I don’t like how there is a long messages that needs to be played in the beginning. I also think it should be easier to decline a phone call rather than leaving the caller on hold and still ringing

Reasons for switching to Amazon Connect

Contract with Cisco ended with company and new contact with AWS

Hariesh S.

Verified reviewer

Farming

2-10 employees

Used monthly for less than 6 months

Review source

Reviewed July 2025

Pros and cons of Amazon connect

Amazon Connect receives positive feedback for its user-friendly interface, ease of deployment, and integration with other AWS services. However, some users find the platform has a steep learning curve, particularly for advanced features, and mention technical complexity when customizing call flows or integrating with external systems.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Ease of Use and Accessibility Scalability and Flexibility Integration and Customization Real-Time Analytics and AI Quick setup

Cons:

Steep learning curve and technical complexity Limited built-in features Customer support/service frustrations

Yanatha D.

Verified reviewer

Entertainment

2-10 employees

Used monthly for more than 2 years

Review source

Reviewed November 2025

Amazon Connect - Connecting all the dots

My overall experience with Amazon connect has been a positive one. The conversational flow with Amazon Connect was excellent.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

For the value for money, learning curve, conversational flow, security, and call management Amazon Connect can't be beat. I've have no bugs and issues and the chat has been super helpful

Cons:

There is nothing that I like least about Amazon Connect.

Lauren H.

Verified reviewer

Veterinary

11-50 employees

Used weekly for free trial

Review source

Reviewed August 2025

Amazon Connect

I have no complaints yet. I have enjoyed learning more about Amazon Connect and how it can benefit my company.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

customer support value for money chat with support ease of use call management call monitoring bugs and issues

Cons:

NO cons yet- I have been pleasantly surprised with the ease of use and the value for the money. I will update my review as we utilize it more.

Kristopher H.

Verified reviewer

Automotive

2-10 employees

Used weekly for less than 6 months

Review source

Reviewed July 2025

worth the money even for small companies

its good and worth using to connect with your customers tho i would recommend you have a good stable internet first

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

ease of use compared to other call center applications and chat plus it doesnt cost that much and start up companies can afford to use it as its pay as you go

Cons:

connection errors and quality issues from time to time as it can be slow but most of the time its fine

Showing 1 - 10 of 91 Reviews

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