Amazon Connect
Cloud contact center service from Amazon Web Services
Data collected ·ChatGPT, Perplexity, Google AI Mode·coverage 98.8%·next run
- Amazon Connect ranks #7 of 48 in Contact Center with an AI visibility score of 18.4 (SlateIndex, Nov 3, 2026).
- Amazon Connect's visibility fell 0.4 points since the previous weekly run.
- Amazon Connect is most visible on ChatGPT (29.6) and least on Perplexity (12.8).
- AI engines name Amazon Connect in 20 of the 29 Contact Center buyer prompts SlateIndex tracks.
- gartner.com is the source AI engines cite most in answers about Amazon Connect, with 18 citations.
About
Company details for Amazon Connect
Amazon Connect is a cloud contact center in which contact flows define the customer experience. Agents use a browser-based softphone, the Contact Control Panel, and channels include voice, chat, SMS, web calling and video, and email. Modules include Contact Lens for analytics and sentiment, Voice ID for voice biometrics, and Wisdom for agent assistance. It ranks #7 of 48 in Contact Center on SlateIndex and has a visibility score of 18.4 in the latest weekly run.
- Website
- amazon.com
- Categories
- Contact Center
- Founded
- 2017
- Company type
- Division of Amazon Web Services
- Deployment
- Cloud
- Compliance
- ISO/IEC 27001:2022, ISO/IEC 27017:2015, ISO/IEC 27018:2019, ISO/IEC 27701:2019, ISO 22301:2019, ISO/IEC 20000-1:2018, ISO 9001:2015, CSA STAR CCM v4.0, PCI DSS
Read from cxtoday.com, gartner.com, medium.com, docs.aws.amazon.com, oit.uci.edu, aws.amazon.com · refreshed Nov 2, 2026.
AI visibility
Latest weekly run · Nov 3 · next run Nov 9
Visibility score trend
Weekly runs over the last 60 days, with up to 7 competitors. Click a name to hide or show its line.
Amazon Connect lost 0.5 points over 1 weekly run in Contact Center. Genesys leads the category at 52.3%.
AI mentions & citations
Recent answers that name Amazon Connect
How much does Amazon Connect cost?
Amazon Connect uses pay-as-you-go pricing, meaning there are no mandatory per-agent licenses, monthly minimums, or long-term contracts.
What is the typical pricing model for Contact Center software?
Typical Cost Range : Fractions of a cent to a few cents per minute/message (e.g., via platforms like Amazon Connect or Twilio Flex).
How much does Amazon Connect cost?
Amazon Connect Customer Pricing - AWS Amazon Connect Customer pricing: pay only for what you use across chat, voice, email, and SMS.
How much does a contact center platform cost per month?
Usage-based: Some platforms charge per minute rather than per seat; Amazon Connect, for example, starts around $0.038 per voice minute plus telephony costs.
How much does Amazon Connect cost?
Amazon Connect uses pay-as-you-go pricing—there are no required monthly minimums, long-term contracts, seat licenses, or upfront license fees.
What is the difference between a contact center platform and Help Desk software?
Best contact center platform for enterprise
For a large enterprise, I would shortlist Genesys Cloud CX, NICE CXone, Amazon Connect, Five9, and Cisco Webex Contact Center.
Which Contact Center vendors do analysts recommend?
If you're evaluating Contact Center as a Service (CCaaS) vendors, the strongest analyst-backed shortlist includes NiCE, Genesys, Amazon Connect (AWS), Five9, and Talkdesk.
Products & features
What Amazon Connect sells
Amazon Connect
Cloud contact center in which contact flows define the customer experience.
Contact Lens
Analytics and sentiment analysis for contact center interactions.
Voice ID
Voice biometrics for caller verification.
Wisdom
Agent assistance.
Strengths engines cite
- Pay-as-you-go pricing with no seat licenses, monthly minimums, or long-term contracts
- Highly customizable and developer-friendly cloud contact center
- Native AWS ecosystem and AI tool integration
- Scales well for enterprises and large deployments
- Recognised by Gartner and listed among leading contact center platforms
Target market & buyers
Notable customers include Centrica.
Funding & recent developments
Funding
| Latest known round | Total raised |
|---|---|
| — | — |
Recent developments
- Dec 2025ProductAgentic self-service tools at re:Invent 2025
AWS rolled out agentic self-service tools for AI agents across voice and messaging.
- Nov 2025ProductAI-powered predictive insights in preview
AWS launched AI-powered predictive insights in preview, built on Customer Profiles.
- Nov 2025ProductMCP tools and Bedrock Knowledge Base connections
AWS added out-of-the-box MCP tools and Bedrock Knowledge Base connections for AI agents.
- Jun 2025ProductWork labels, segment import and third-party activity ingestion
AWS added customizable work labels, CSV segment import into Customer Profiles, and third-party activity ingestion into Quality Management.
Competitive landscape
How Amazon Connect compares with its top three alternatives
Amazon Connect most often appears alongside Genesys, Five9, CXone in AI answers.
| Brand | Visibility | Share of voice | vs last week | Starting price |
|---|---|---|---|---|
| Amazon Connect | 18.4% | 4.9% | down−0.4% | Pricing not available |
| Genesys | 52.3% | 8.9% | down−2.3% | Pricing not available |
| Five9 | 28.5% | 6.2% | up+1.1% | Pricing not available |
| CXone | 35.9% | 6.3% | down−0.8% | Pricing not available |
| AWS | 35.7% | 7.5% | New | Pricing not available |
What AI answers say
Sentiment and themes from the answers that mention this brand
Positive 26% · Neutral 54% · Mixed 20% of 74 engine answers that mention Amazon Connect
Praised for
- Pay-as-you-go pricing with no seat licenses, monthly minimums, or long-term contracts
- Highly customizable and developer-friendly cloud contact center
- Native AWS ecosystem and AI tool integration
- Scales well for enterprises and large deployments
- Recognised by Gartner and listed among leading contact center platforms
Criticised for
- Usage-based pricing can be harder to forecast for stable teams
- Best suited to teams with strong AWS engineering expertise
- No traditional annual prepay option
Cite as: SlateIndex, “Amazon Connect AI visibility profile”, https://slateindex.ai/brand/amazon-connect, data of Nov 3, 2026. Licence: CC BY 4.0.