Amazon Connect

HQ: United States
Founded Year: 1994
Phone: 206-266-1000
Company Type: Privately Held
Category: CCAAS
This is CXSpy's primary classification of the Amazon Connect software. The software may fit other categories as well.
Type: platform
CXSpy classifies CX software in one of two types (a platform or a tool). This is our view of the Amazon Connect software.

Description:Amazon Connect is the AWS contact-center and customer-experience product line, not a standalone company. Amazon Connect Customer is marketed as an AI-powered CX system that reasons and acts across every customer moment—not only the support queue—with human agents available when needed. Official channel list prices (fetched 2026) include chat $0.010 per message, voice $0.038 per minute (plus standard telephony), email $0.080 per email, and SMS/third-party messaging $0.014 per message; regional and telephony extras apply. Included capabilities on the pricing page span agentic self-service, a no-code Agentic CX Designer, real-time agent assist, forecasting and scheduling, performance evaluations, conversational analytics, unified customer data, and proactive outbound. The service launched publicly in March 2017, based on Amazon’s internal contact-center technology. Parent Amazon.com, Inc. was founded July 5, 1994, is headquartered at 410 Terry Avenue North, Seattle, trades as Nasdaq: AMZN, reported $716.9 billion net sales for 2025, and employed about 1,576,000 people as of December 31, 2025.

Amazon Connect Contact Center as a Service (CCaaS)

About Amazon Connect

Amazon Connect is a product line of Amazon.com, Inc. / AWS (Nasdaq: AMZN). Parent HQ is Seattle; Amazon was founded in 1994. Connect launched as a public AWS CCaaS service on March 28, 2017. CX and IT buyers use it for pay-as-you-go voice/digital contact center plus agentic AI, without seat licenses on the current Customer pricing page. Parent FY2025 net sales were $716.9 billion; employees about 1,576,000 as of December 31, 2025. Official stories name TUI, Flybuys, Cochlear, and Kereis. Connect is not a separate ticker.

Amazon Connect Features

1. Agentic conversational AI / CX Designer — No-code visual builder for customer-facing AI experiences.

2. Omnichannel communications — Voice, chat, email, SMS, and third-party messaging with published per-unit prices.

3. Real-time agent assist — Answers, next steps, and after-call work for human agents.

4. Forecasting and agent scheduling — WFM-style staffing on the included-features list.

5. Performance evaluations and automated coaching — QA and coaching feedback.

6. Conversational analytics and predictive insights — Dashboards, APIs, and custom metrics.

7. Unified customer data and proactive outreach — Profiles plus outbound engagement.

8. Live Sync (preview) — Vendor-described visual, cross-channel context carry for complex steps.

Amazon Connect Pricing

Official AWS 2026 Amazon Connect Customer card is consumption-based with no seat licenses and no long-term minimums: chat $0.010/message; voice $0.038/minute plus telephony; email $0.080/email; SMS and 3P messaging $0.014/message. Prices may vary by region. A Customer Basic option is offered for buyers not ready for full AI. Request a pricing quote for large deployments. Do not invent other dollar figures.