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Amazon Connect Pricing & Plans

#5 in Contact Center Software

by Amazon · amazon.com ↗

Best for AWS-centric teams needing visual Contact Flows for omnichannel routing

#5Contact Center Software
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Pricing at a glance

◇ Pricing model

Pay-as-you-go usage pricing with separate metered charges for channels and add-on features; pricing may vary by region, communication type, and third-party provider.

↻ Billing notes

The official pricing page says there are "No minimums, no long-term contracts, pay for what you need" and "zero upfront commitment." Pricing is usage-based rather than seat-based, and AWS notes that pricing may vary by region, communication type, and third-party provider. The appendix also states that voice service usage is billed per second with a minimum of 10 seconds, some features are included only when they originate from your Amazon Connect instance, and there is a free-start option: "Get started for free."

Plans and pricing

3 tiers

Chat

per message
$0.010 per message sent or received
  • Chat message usage

Metered per message; pricing may vary by region, communication type, and third-party provider.

Voice

per minute
$0.038 per voice min
  • Voice usage

Voice service usage is billed per second with a minimum of 10 seconds, and standard telephony rates apply in addition to voice usage where applicable.

Email

per email
$0.080 per email sent or received
  • Email usage

Metered per email; pricing may vary by region, communication type, and third-party provider.

Add-ons and extras

SMS and 3P messaging

$0.014 per message sent or received

This covers SMS and third-party messaging usage as listed on the official pricing page.

Outbound campaigns voice usage

$0.045 per minute

Outbound campaigns voice usage is billed at a separate per-minute rate instead of the standard voice cost.

Cases usage

$0.12 per case created

Cases are billed per case created in the agent application or through the API, or when the Create Case action in the flow executes successfully.

Customer Profiles utilized daily

$0.005 per profile utilized daily

Imported profiles that are read, merged, searched, or exported are billed on daily utilization.

Hidden and indirect costs

Worth budgeting for
⚠  Amazon Connect pricing can include more than the base channel rate. The appendix says telephony, connectors for external voice systems, AI infrastructure, and third-party model costs may be charged separately, so total spend can rise as the deployment becomes more complex. It also notes that some capabilities are included only when they originate from your Amazon Connect instance, while external usage can trigger additional provider or gateway costs.
⚠  There are usage details that affect real billing totals. Voice service is billed per second with a minimum of 10 seconds, and external voice connectors cost $0.032 per minute plus $100 per connector per day. For Customer Profiles, profiles with more than 100 objects incur an additional charge for multiples of 100 objects, which can materially increase costs at scale.

What buyers actually pay

A team runs a chat-heavy support queue and wants a simple estimate for message-based usage.

Expected cost$0.010 per message, plus any separate charges for add-ons or channel-specific features.
Chat volumeReal-time agent assistConversational analyticsRegion-specific pricing

A contact center primarily uses voice and also needs telephony-related usage.

Expected cost$0.038 per voice min, with telephony charges potentially added separately.
Voice minutesTelephony usageMinimum billing incrementsRegion

A customer service team adds case management and profile utilization on top of core channels.

Expected cost$0.12 per case created and $0.005 per profile utilized daily for imported profiles.
Cases createdProfile utilizationProfile object countExternal data merged into profiles

Pricing FAQ

No. The official pricing page says there are no seat-based licensing requirements and that customers pay only for what they use. It also describes the model as pay-as-you-go with no minimums and no long-term contracts. That makes it a usage-based option rather than a per-seat subscription.

Yes. The pricing pages say "Get started for free" and also state that there is "zero upfront commitment." The main pricing page also points buyers to "Login or create an AWS account" and offers a consultation path for buyers who want help. The provided documents do not specify a trial length.

Yes. AWS explicitly says that pricing may vary by region, communication type, and third-party provider. The appendix also references different telephony rates and additional provider costs for external voice systems and AI model usage. Buyers should expect the final bill to depend on where and how the service is used.

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