Amazon Connect review

Amazon Connect, which AWS now markets as Amazon Connect Customer, takes a different approach from the rest of this list: there is no seat price. Voice costs $0.038 per minute plus standard telephony rates, chat $0.010 per message, email $0.080 per email and SMS $0.014 per message. That suits centers with uneven volume or many part-time agents. The feature list is long. A drag-and-drop flow designer builds IVR and chatbot experiences, routing and analytics are shared across voice, chat and email, and forecasting produces short-term forecasts in 15 or 30-minute intervals plus daily, weekly and monthly views. AWS also lists agent scheduling, real-time agent assist, screen recording, post-contact summaries, automated coaching and outbound campaigns. Telephony covers direct dial and toll-free numbers in 158 countries. The catch is effort. Flows, integrations and dashboards are configured in AWS, which suits teams with cloud engineers more than a support manager setting up alone, and per-minute billing makes the monthly bill harder to forecast than a flat seat.

Who it is for

Teams with in-house technical skills that want to pay per minute and build custom IVR and routing on AWS.

Price

Usage-based: voice $0.038 per minute plus standard telephony rates; no per-seat fee.

Voice $0.038 per voice min (standard telephony rates apply)
Quoted from the vendor pricing page on November 9, 2026.

Key features

• Drag-and-drop flow designer for IVR and chatbot experiences
• Contact forecasting in 15 and 30-minute intervals and agent scheduling
• Proactive and outbound engagement campaigns
• Real-time agent assist, screen recording and post-contact summaries
• Phone numbers in 158 countries and outbound numbers in 72

Strengths and weaknesses

• Strength: Pay only for usage, with no seat licenses
• Strength: Forecasting, scheduling and analytics in the same platform
• Strength: Wide telephony coverage across many countries
• Weakness: Telephony rates are charged on top of the per-minute price
• Weakness: Building flows and integrations suits teams with AWS skills
• Weakness: Monthly costs are harder to predict than a seat price

Key facts

• Pricing model: Pay per use by channel
• Phone numbers: DID and toll-free in 158 countries
• Channels: Voice, chat, email, SMS and third-party messaging

Where it ranks

Amazon Connect is No. 6 in our Best Call Center Software verdict.