Amazon Connect Customer

Amazon Connect Customer is AWS's AI-powered customer-experience platform for voice and digital channels. It includes configurable AI agents, agentic self-service, human handoff, agent assistance, testing, analytics, customer profiles, and proactive engagement in a usage-based contact-center environment.

Editorial research · Reviewed Jul 10, 2026

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Official AWS entry point with free-tier and trial allowances for eligible accounts.

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Quick facts

Platform type

Call Center AI

Inbound calls

Yes

Outbound calls

Yes

Human handoff

Yes

Setup difficulty

Enterprise

Pricing model

Usage-based voice, telephony, AI-agent, profile, and optional service charges

Developer friendly

Yes

Pricing details

AWS lists Connect Customer voice at $0.038/min plus communication charges. Pricing details and legacy a-la-carte examples include separate telephony, AI-agent, Lex, profile, analytics, campaign, and other usage charges. Use the current regional calculator for the intended architecture.

Integrations

AWSAmazon LexAmazon BedrockCustomer ProfilesMCPCRMTelephony

Data and permissions

Voice agents may talk to customers, access records, record calls, and trigger external actions.

Can read customer data

Can write or update external systems

Can send messages

Can trigger workflows

Requires API keys

Records calls

Human approval available

Scope AWS IAM and connected AgentCore or MCP tools, configure encryption and retention, segregate environments, and review customer-profile, recording, screen-recording, and cross-system access before production.

Discovery checklist

Model total cost across voice service, telephony, AI-agent minutes, profiles, analytics, campaigns, integrations, and regions. Test identity verification, transfer context, simulation, outages, and failed system actions.