Amazon Connect Customer
AWS contact-center platform combining agentic voice self-service, human agents, analytics, customer data, and outbound engagement.
- Starting price
- From $0.038/min
- Setup
- Enterprise rollout
- Pricing model
- Usage Based
- Try it
- Self-serve trial
Review the eligible trial entry point for a contact-center setup.
Confirm which configured services incur separate charges.
At a glance
Calls & telephony
- DetailCalls
Inbound & outbound
- SupportedHuman handoff
Yes
- SupportedPhone numbers included
Yes
- Not publishedBring your own carrier
Not published
- Not publishedSIP trunking
Not published
Trust & access
- SupportedHIPAA
BAA available
HIPAA-eligible per AWS; sign BAA via AWS Artifact
- SupportedSOC 2
Yes
SOC listed; type not stated
- SupportedGDPR
Yes
GDPR support stated
- DetailLanguages
50+ languages
- Not publishedFree to start
Not published
- SupportedDeveloper API
Yes
Morak scorecard
How we score →- Ease of setupEnterprise rollout
Sales-led deployment with integration and change-management work.
- Pricing transparencyRates published
Per-minute rates are public, so you can estimate cost at your volume.
- Try before you buySelf-serve trial
Sign up and test it yourself before paying.
- Call & telephony controlModerate
Documented: inbound, outbound, human handoff and phone numbers.
- Compliance readinessStrong
Published: SOC 2, GDPR and HIPAA BAA.
- Integration coverage3 of 4 covered
Connects to phone system, customer records (CRM, EHR or POS) and automation or API. Not listed: calendar.
Typical score among contact center AI
Run AI and human support in an AWS contact center
What you get
Bring customer-service automation and human-agent operations into a shared contact-center environment.
What to account for
Expect AWS governance and multiple usage charges. Model the complete service configuration rather than a single voice rate.
Best for
- AWS enterprises
- Contact-center modernization
- Voice self-service
- Unified human and AI operations
Not a fit for
- Small teams wanting instant no-code setup
- Buyers seeking one simple all-in price
- Organizations without AWS governance expertise
What the platform provides
- Customer self-service
- Configurable AI agents, proactive engagement and human handoff across voice and digital channels.
- Service operations
- Agent assistance, testing, analytics and customer profiles sit within the usage-based contact-center environment.
Connections & compatibility
Telephony
- Telephony
AI models & voice
- Amazon Lex
- Amazon Bedrock
CRM & help desk
- Customer Profiles
- CRM
Automation & APIs
- MCP
Other
- AWS
Data access & permissions
What an agent built on Amazon Connect Customer can touch once deployed. These are the first questions a security review will ask.
- Reads customer dataYes
- Writes to your systemsYes
- Sends messagesYes
- Triggers workflowsYes
- Records callsYes
- Needs API keysYes
- Human approval stepYes
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.
Cost at your volume
AWS prices Amazon Connect Customer per channel with AI features included ("unlimited AI"): voice is $0.038/min plus standard telephony rates, chat $0.010 per message, email $0.080 per email, and SMS or third-party messaging $0.014 per message. AI agents, self-service, and agent assistance are no longer itemized separately. A lower-cost Customer Basic option exists for teams that don't need AI. Confirm regional rates and telephony costs with the AWS pricing calculator.
Before committing
Fail an identity check or system action and inspect the human handoff. Price the configured voice, analytics and integration services together.
How it compares
Side by side with two alternatives buyers weigh against it, on the same facts and scorecard.
| Detail | Amazon Connect Customer This productAWS contact-center platform combining agentic voice self-service, human agents, analytics, customer data, and outbound engagement. | Similar product Google Cloud platform for deterministic and generative voice agents built with flows, playbooks, data stores, and integrations. | Similar product Enterprise voice AI agents for autonomous contact-center self-service, multi-step workflows, and contextual handoff. |
|---|---|---|---|
| Starting price | From $0.038/min | From $0.06/min | Quote-based |
| Free to start | Not published | Free credits | Paid only |
| Calls | Inbound & outbound | Inbound | Inbound & outbound |
| HIPAA | BAA available | BAA available | Enterprise plans |
| Morak scorecard How we score | |||
| Ease of setup | 1 of 5, Enterprise rollout | 2 of 5, Developer build | 1 of 5, Enterprise rollout |
| Pricing transparency | 5 of 5, Rates published | 5 of 5, Rates published | 1 of 5, Quote only |
| Try before you buy | 4 of 5, Self-serve trial | 4 of 5, Self-serve trial | 5 of 5, Call it now |
| Call & telephony control | 3 of 5, Moderate | 4 of 5, Broad | 5 of 5, Full control |
| Compliance readiness | 5 of 5, Strong | 5 of 5, Strong | 5 of 5, Strong |
| Integration coverage | 4 of 5, 3 of 4 covered | 4 of 5, 3 of 4 covered | 3 of 5, 2 of 4 covered |