Amazon Connect 2026: Benefits, Features & Pricing

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Overview
Pricing and Plans
Features
Integrations
User Reviews

Overview

Amazon Connect

4.5

(89)

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.

Amazon Connect Screenshots

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

61%

31%

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.

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

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

Clara R.

Verified reviewer

Information Technology and Services

501-1000 employees

Used weekly for less than 12 months

Review source

Reviewed October 2025

Flexible and reliable contact center solution with high communication quality.

My team find a smooth setup and a stable performance, and great scalability for managing and testing communication workflows.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Amazon connect is easy to integrate with AWS ecosystem, the learning curve is short and manageable, it has flexible call flows, and great testing options for QA validation.

Cons:

The UI can feel a bit complex for new users, and reporting dashboards could be more intuitive and customizable.

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

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.

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.

Jessieah M.

Verified reviewer

Entertainment

2-10 employees

Used monthly for less than 6 months

Review source

Reviewed July 2025

Amazon Connect Review

Amazon Connect is a flexible, scalable, and budget-friendly cloud contact center—ideal for teams comfortable scripting and configuring their own workflows—but its technical complexity and performance inconsistencies may challenge smaller groups seeking a ready-made solution.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Highly scalable, easy to use, and cost-effective with its pay-as-you-go model. It integrates seamlessly with AWS services like Lex (chatbots) and Polly (text-to-speech), allowing businesses to build intelligent, customizable call flows without heavy infrastructure

Cons:

Steep learning curve and limited out-of-the-box features—you’ll need technical resources to set up advanced routing, reporting, or integrations. Basic UI and occasional call quality or dropped-call issues have been reported

Showing 1 - 10 of 89 Reviews

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