Amazon Connect

AWSIntegrationFree tier available

Cloud-native omnichannel contact centre with voice, chat, tasks, SMS, and email routing, Contact Lens ML-powered analytics, Amazon Q in Connect agent guidance, and flexible flow-based routing built in a visual IDE

FluffyStack tools

Add to Service Builder Add to Compare Compare with equivalents Explore AWS in Treemap Explore integration in Honeycomb

Documentation Pricing

Attributes

SLA Uptime: 99.99%
Omnichannel: Yes

Sub-services (5)

Voice

Inbound and outbound calling with IVR flows and natural-language understanding

Chat and Messaging

Web chat, SMS, WhatsApp, and Apple Messages for Business on one platform

Contact Lens

Real-time and post-call analytics with sentiment, redaction, and categorisation

Customer Profiles

Unified customer records aggregated from Salesforce, ServiceNow, Zendesk, and more

Amazon Connect Cases

Managed case-management workflow for complex multi-touch customer issues

Compliance & Certifications

This service is attested for the following frameworks. Always verify with the provider before relying on a specific compliance posture.

GDPRSOC 2ISO 27001HIPAAPCI DSSFedRAMP

Where this runs

38 regions

27 countries

5sovereign

Sovereign regions (5)

AWS GovCloud (US-East) · AshburnAWS GovCloud (US)
AWS GovCloud (US-West) · HillsboroAWS GovCloud (US)
AWS European Sovereign Cloud (Brandenburg) · BrandenburgAWS European Sovereign Cloud
China (Beijing) · BeijingAWS China (Sinnet)
China (Ningxia) · YinchuanAWS China (NWCD)

Commercial regions (33)

Europe (8)

Europe (Paris)
Europe (Frankfurt)
Europe (Ireland)
Europe (Milan)
Europe (Spain)
Europe (Stockholm)
Europe (Zurich)
Europe (London)

North America (7)

Canada West (Calgary)
Canada (Central)
Mexico (Central)
US East (N. Virginia)
US West (Oregon)
US East (Ohio)
US West (N. California)

South America (1)

South America (São Paulo)

Asia (11)

Asia Pacific (Hong Kong)
Asia Pacific (Hyderabad)
Asia Pacific (Mumbai)
Asia Pacific (Jakarta)
Asia Pacific (Osaka)
Asia Pacific (Tokyo)
Asia Pacific (Malaysia)
Asia Pacific (Singapore)
Asia Pacific (Seoul)
Asia Pacific (Taipei)
Asia Pacific (Thailand)

Oceania (2)

Asia Pacific (Melbourne)
Asia Pacific (Sydney)

Middle East (3)

Middle East (Bahrain)
Israel (Tel Aviv)
Middle East (UAE)

Africa (1)

Africa (Cape Town)

Equivalent services on other platforms

Contact Center AIGCP

Suite of AI capabilities for contact centres including Virtual Agent (Dialogflow-powered conversational bots), Agent Assist (real-time suggested responses and knowledge lookup), and Insights (post-call analytics and trend discovery), integrated with Genesys, Avaya, and Cisco platforms

Pricing

Pricing model:pay-per-request