{"id":640,"date":"2026-07-25T12:01:33","date_gmt":"2026-07-25T12:01:33","guid":{"rendered":"https:\/\/techgyan360.com\/blog\/?p=640"},"modified":"2026-07-25T12:04:35","modified_gmt":"2026-07-25T12:04:35","slug":"amazon-connect-pricing","status":"publish","type":"post","link":"https:\/\/techgyan360.com\/blog\/amazon-connect-pricing\/","title":{"rendered":"Amazon Connect Pricing 2026: The Complete Guide to Contact Center Costs, Plans &#038; Free Calculator"},"content":{"rendered":"<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"5:1-5:594;127-720\"><strong>Amazon Connect pricing<\/strong> &#8211; Amazon Connect is AWS&#8217;s cloud-based, pay-as-you-go contact center platform, and its pricing model has evolved significantly in 2026 with the introduction of <strong>Amazon Connect Customer<\/strong> \u2014 a new, AI-bundled pricing tier that replaces the old &#8220;AI Unlimited&#8221; branding. If you&#8217;re evaluating Amazon Connect for your contact center, budgeting for a migration, or simply trying to understand what a bill will actually look like, this guide breaks down every cost component: voice, chat, email, SMS, telephony, outbound campaigns, tasks, cases, Voice ID, and every AI feature bundled into the platform.<\/p>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"7:1-7:165;722-886\">We&#8217;ll also show you how to use a <strong>free Amazon Connect pricing calculator<\/strong> to model your exact monthly cost in minutes, instead of manually multiplying rate cards.<\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_85 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 eztoc-toggle-hide-by-default' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/techgyan360.com\/blog\/amazon-connect-pricing\/#What_Is_Amazon_Connect_Contact_Center\" >What Is Amazon Connect Contact Center?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/techgyan360.com\/blog\/amazon-connect-pricing\/#How_Amazon_Connect_Pricing_Works\" >How Amazon Connect Pricing Works<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/techgyan360.com\/blog\/amazon-connect-pricing\/#Amazon_Connect_Customer_Pricing_New_Bundled_AI_Model\" >Amazon Connect Customer Pricing (New Bundled AI Model)<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/techgyan360.com\/blog\/amazon-connect-pricing\/#Connect_Customer_Base_Rates\" >Connect Customer Base Rates<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/techgyan360.com\/blog\/amazon-connect-pricing\/#Whats_Included_at_No_Extra_Charge\" >What&#8217;s Included at No Extra Charge<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/techgyan360.com\/blog\/amazon-connect-pricing\/#Amazon_Connect_Customer_Basic_Pricing_Legacy_A_La_Carte_Model\" >Amazon Connect Customer Basic Pricing (Legacy \u00c0 La Carte Model)<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/techgyan360.com\/blog\/amazon-connect-pricing\/#Customer_Basic_Channel_Rates\" >Customer Basic Channel Rates<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/techgyan360.com\/blog\/amazon-connect-pricing\/#Customer_Basic_A_La_Carte_Add-Ons\" >Customer Basic \u00c0 La Carte Add-Ons<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/techgyan360.com\/blog\/amazon-connect-pricing\/#Channel-by-Channel_Pricing_Breakdown\" >Channel-by-Channel Pricing Breakdown<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-10\" href=\"https:\/\/techgyan360.com\/blog\/amazon-connect-pricing\/#Voice_Pricing\" >Voice Pricing<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-11\" href=\"https:\/\/techgyan360.com\/blog\/amazon-connect-pricing\/#Chat_Pricing\" >Chat Pricing<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-12\" href=\"https:\/\/techgyan360.com\/blog\/amazon-connect-pricing\/#Email_Pricing\" >Email Pricing<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-13\" href=\"https:\/\/techgyan360.com\/blog\/amazon-connect-pricing\/#SMS_WhatsApp_Apple_Messages_for_Business\" >SMS, WhatsApp &amp; Apple Messages for Business<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-14\" href=\"https:\/\/techgyan360.com\/blog\/amazon-connect-pricing\/#Telephony_Global_Phone_Number_Charges\" >Telephony &amp; Global Phone Number Charges<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-15\" href=\"https:\/\/techgyan360.com\/blog\/amazon-connect-pricing\/#Add-On_Features_Tasks_Cases_Customer_Profiles_Outbound_Campaigns_Voice_ID\" >Add-On Features: Tasks, Cases, Customer Profiles, Outbound Campaigns &amp; Voice ID<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-16\" href=\"https:\/\/techgyan360.com\/blog\/amazon-connect-pricing\/#Tasks\" >Tasks<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-17\" href=\"https:\/\/techgyan360.com\/blog\/amazon-connect-pricing\/#Cases\" >Cases<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-18\" href=\"https:\/\/techgyan360.com\/blog\/amazon-connect-pricing\/#Customer_Profiles\" >Customer Profiles<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-19\" href=\"https:\/\/techgyan360.com\/blog\/amazon-connect-pricing\/#Outbound_Campaigns\" >Outbound Campaigns<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-20\" href=\"https:\/\/techgyan360.com\/blog\/amazon-connect-pricing\/#Voice_ID_End_of_Support_May_20_2026\" >Voice ID (End of Support: May 20, 2026)<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-21\" href=\"https:\/\/techgyan360.com\/blog\/amazon-connect-pricing\/#Screen_Recording\" >Screen Recording<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-22\" href=\"https:\/\/techgyan360.com\/blog\/amazon-connect-pricing\/#Forecasting_Scheduling_Performance_Evaluations\" >Forecasting, Scheduling &amp; Performance Evaluations<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-23\" href=\"https:\/\/techgyan360.com\/blog\/amazon-connect-pricing\/#Real-World_Amazon_Connect_Pricing_Examples\" >Real-World Amazon Connect Pricing Examples<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-24\" href=\"https:\/\/techgyan360.com\/blog\/amazon-connect-pricing\/#AWS_Free_Tier_for_Amazon_Connect\" >AWS Free Tier for Amazon Connect<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-25\" href=\"https:\/\/techgyan360.com\/blog\/amazon-connect-pricing\/#Connect_Customer_Pricing_vs_Customer_Basic_Which_Should_You_Choose\" >Connect Customer Pricing vs. Customer Basic: Which Should You Choose?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-26\" href=\"https:\/\/techgyan360.com\/blog\/amazon-connect-pricing\/#Calculate_Your_Exact_Cost_Free_Amazon_Connect_Pricing_Calculator\" >Calculate Your Exact Cost: Free Amazon Connect Pricing Calculator<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-27\" href=\"https:\/\/techgyan360.com\/blog\/amazon-connect-pricing\/#What_the_Calculator_Covers\" >What the Calculator Covers<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-28\" href=\"https:\/\/techgyan360.com\/blog\/amazon-connect-pricing\/#How_to_Use_It\" >How to Use It<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-29\" href=\"https:\/\/techgyan360.com\/blog\/amazon-connect-pricing\/#7_Ways_to_Reduce_Your_Amazon_Connect_Bill\" >7 Ways to Reduce Your Amazon Connect Bill<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-30\" href=\"https:\/\/techgyan360.com\/blog\/amazon-connect-pricing\/#Frequently_Asked_Questions\" >Frequently Asked Questions<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-31\" href=\"https:\/\/techgyan360.com\/blog\/amazon-connect-pricing\/#Final_Thoughts\" >Final Thoughts<\/a><\/li><\/ul><\/nav><\/div>\n<h2 class=\"text-text-100 mt-3 -mb-1 text-[1.125rem] font-bold\" dir=\"ltr\" data-sourcepos=\"30:1-30:42;1833-1874\"><span class=\"ez-toc-section\" id=\"What_Is_Amazon_Connect_Contact_Center\"><\/span>What Is Amazon Connect Contact Center?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"32:1-32:298;1876-2173\">Amazon Connect is a cloud contact center service built by AWS that lets businesses run omnichannel customer service operations \u2014 voice, chat, email, SMS, WhatsApp, and Apple Messages for Business \u2014 from a single platform, without provisioning any hardware or signing long-term licensing contracts.<\/p>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"34:1-34:363;2175-2537\">Unlike legacy contact center platforms (Genesys, Cisco, Avaya, Five9, NICE CXone) that charge a <strong>per-agent seat license<\/strong> regardless of usage, Amazon Connect uses <strong>consumption-based pricing<\/strong>: you pay for the voice minutes, messages, and emails your contact center actually processes. There are no seat fees, no minimum commitments, and no long-term contracts.<\/p>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"36:1-36:307;2539-2845\">In 2026, AWS restructured its pricing around a new product line called <strong>Amazon Connect Customer<\/strong>, which combines agentic AI capabilities (Amazon Q in Connect, Contact Lens conversational analytics, Amazon Lex self-service, and more) with human agent workflows under a single, simplified per-channel rate.<\/p>\n<hr class=\"border-border-200 border-t-0.5 my-3 mx-1.5\" \/>\n<h2 class=\"text-text-100 mt-3 -mb-1 text-[1.125rem] font-bold\" dir=\"ltr\" data-sourcepos=\"41:1-41:36;2883-2918\"><span class=\"ez-toc-section\" id=\"How_Amazon_Connect_Pricing_Works\"><\/span>How Amazon Connect Pricing Works<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"43:1-43:68;2920-2987\">Amazon Connect pricing is built around a few consistent principles:<\/p>\n<ul class=\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3 print:block print:space-y-1\" dir=\"ltr\" data-sourcepos=\"45:1-49:198;2989-3799\">\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"45:1-45:141;2989-3129\"><strong>Pay-as-you-go<\/strong>: You&#8217;re billed only for the voice minutes, chat\/SMS messages, and emails you actually send or receive \u2014 no upfront fees.<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"46:1-46:173;3130-3302\"><strong>No seat licensing<\/strong>: Agent headcount does not directly determine your bill (aside from optional per-agent add-ons like Forecasting &amp; Scheduling in Customer Basic mode).<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"47:1-47:123;3303-3425\"><strong>Region-consistent service rates<\/strong>: Core channel pricing (voice, chat, email) is the same across AWS regions worldwide.<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"48:1-48:176;3426-3601\"><strong>Region-variable telephony rates<\/strong>: Phone number and per-minute carrier charges vary by country, since these reflect the cost of connecting to the global telephone network.<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"49:1-49:198;3602-3799\"><strong>Two pricing tracks<\/strong>: Amazon Connect currently offers two ways to buy the platform \u2014 <strong>Connect Customer Pricing<\/strong> (bundled, AI-inclusive) and <strong>Connect Customer Basic<\/strong> (unbundled, \u00e0 la carte).<\/li>\n<\/ul>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"51:1-51:183;3801-3983\">Understanding which track applies to your account \u2014 and which one is more cost-effective for your usage pattern \u2014 is the single biggest lever in controlling your Amazon Connect bill.<\/p>\n<hr class=\"border-border-200 border-t-0.5 my-3 mx-1.5\" \/>\n<h2 class=\"text-text-100 mt-3 -mb-1 text-[1.125rem] font-bold\" dir=\"ltr\" data-sourcepos=\"56:1-56:58;4028-4085\"><span class=\"ez-toc-section\" id=\"Amazon_Connect_Customer_Pricing_New_Bundled_AI_Model\"><\/span>Amazon Connect Customer Pricing (New Bundled AI Model)<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"58:1-58:247;4087-4333\"><strong>Amazon Connect Customer<\/strong> (Previously known as <strong>Unlimited AI<\/strong>) is AWS&#8217;s current flagship pricing tier. It bundles agentic AI capabilities directly into the channel rate, so there&#8217;s no separate charge for enabling Contact Lens analytics, Amazon Q real-time assist, or self-service bots.<\/p>\n<h3 class=\"text-text-100 mt-2 -mb-1 text-base font-bold\" dir=\"ltr\" data-sourcepos=\"60:1-60:32;4335-4366\"><span class=\"ez-toc-section\" id=\"Connect_Customer_Base_Rates\"><\/span>Connect Customer Base Rates<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<div class=\"overflow-x-auto w-full px-2 mb-6 print:overflow-x-visible\" dir=\"ltr\" data-sourcepos=\"62:1-67:108;4368-4676\">\n<table class=\"min-w-full border-collapse text-sm leading-[1.7] whitespace-normal\">\n<thead class=\"text-left\">\n<tr>\n<th class=\"text-text-100 border-b-0.5 border-[hsl(var(--border-300)\/0.6)] py-2 pr-4 align-top font-bold\" scope=\"col\">Communication Channel<\/th>\n<th class=\"text-text-100 border-b-0.5 border-[hsl(var(--border-300)\/0.6)] py-2 pr-4 align-top font-bold\" scope=\"col\">Price<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">Voice<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">$0.038 per minute (plus standard telephony charges)<\/td>\n<\/tr>\n<tr>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">Chat<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">$0.010 per message sent or received<\/td>\n<\/tr>\n<tr>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">Email<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">$0.080 per email sent or received<\/td>\n<\/tr>\n<tr>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">SMS &amp; 3rd-party messaging (WhatsApp, Apple Messages for Business)<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">$0.014 per message sent or received<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<h3 class=\"text-text-100 mt-2 -mb-1 text-base font-bold\" dir=\"ltr\" data-sourcepos=\"69:1-69:39;4678-4716\"><span class=\"ez-toc-section\" id=\"Whats_Included_at_No_Extra_Charge\"><\/span>What&#8217;s Included at No Extra Charge<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"71:1-71:158;4718-4875\">Because Connect Customer bundles AI into the base rate, the following capabilities carry <strong>zero incremental cost<\/strong> once you&#8217;re paying the channel rate above:<\/p>\n<ul class=\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3 print:block print:space-y-1\" dir=\"ltr\" data-sourcepos=\"73:1-88:101;4877-5586\">\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"73:1-73:47;4877-4923\">Agentic self-service and pre-built AI agents<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"74:1-74:20;4924-4943\">AI agent designer<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"75:1-75:47;4944-4990\">Real-time agent assist (Amazon Q in Connect)<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"76:1-76:28;4991-5018\">AI-powered manager assist<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"77:1-77:64;5019-5082\">Predictive insights &amp; conversational analytics (Contact Lens)<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"78:1-78:41;5083-5123\">Post-contact summaries (generative AI)<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"79:1-79:33;5124-5156\">Forecasting &amp; agent scheduling<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"80:1-80:50;5157-5206\">Performance evaluations for human and AI agents<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"81:1-81:30;5207-5236\">Automated coaching feedback<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"82:1-82:40;5237-5276\">Custom metrics in dashboards and APIs<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"83:1-83:19;5277-5295\">Screen recording<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"84:1-84:49;5296-5344\">Unified observability, testing, and simulation<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"85:1-85:24;5345-5368\">Unified customer data<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"86:1-86:61;5369-5429\">Amazon Lex requests originating from your Connect instance<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"87:1-87:56;5430-5485\">Amazon Nova Sonic and Polly generative text-to-speech<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"88:1-88:101;5486-5586\">Access to third-party STT\/TTS model configuration (the provider&#8217;s own usage fee is still separate)<\/li>\n<\/ul>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"90:1-90:243;5588-5830\">This bundling is the core value proposition: instead of stacking Contact Lens ($0.015\/min), Amazon Q ($0.008\/min), and self-service ($0.008\/min) charges on top of a base voice rate, you pay one blended $0.038\/min rate that includes all of it.<\/p>\n<hr class=\"border-border-200 border-t-0.5 my-3 mx-1.5\" \/>\n<h2 class=\"text-text-100 mt-3 -mb-1 text-[1.125rem] font-bold\" dir=\"ltr\" data-sourcepos=\"95:1-95:67;5873-5939\"><span class=\"ez-toc-section\" id=\"Amazon_Connect_Customer_Basic_Pricing_Legacy_A_La_Carte_Model\"><\/span>Amazon Connect Customer Basic Pricing (Legacy \u00c0 La Carte Model)<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"97:1-97:336;5941-6276\">Some organizations \u2014 particularly those that only need basic routing without AI features \u2014 remain on <strong>Customer Basic<\/strong>, the unbundled predecessor pricing model. Customer Basic offers lower base channel rates, but every AI capability (self-service, agent assist, analytics, forecasting, evaluations) is billed as a <strong>separate add-on<\/strong>.<\/p>\n<h3 class=\"text-text-100 mt-2 -mb-1 text-base font-bold\" dir=\"ltr\" data-sourcepos=\"99:1-99:33;6278-6310\"><span class=\"ez-toc-section\" id=\"Customer_Basic_Channel_Rates\"><\/span>Customer Basic Channel Rates<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<div class=\"overflow-x-auto w-full px-2 mb-6 print:overflow-x-visible\" dir=\"ltr\" data-sourcepos=\"101:1-106:29;6312-6499\">\n<table class=\"min-w-full border-collapse text-sm leading-[1.7] whitespace-normal\">\n<thead class=\"text-left\">\n<tr>\n<th class=\"text-text-100 border-b-0.5 border-[hsl(var(--border-300)\/0.6)] py-2 pr-4 align-top font-bold\" scope=\"col\">Channel<\/th>\n<th class=\"text-text-100 border-b-0.5 border-[hsl(var(--border-300)\/0.6)] py-2 pr-4 align-top font-bold\" scope=\"col\">Base Channel Usage<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">Voice<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">$0.018 per minute<\/td>\n<\/tr>\n<tr>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">Chat<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">$0.004 per message<\/td>\n<\/tr>\n<tr>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">Messaging (SMS\/WhatsApp\/Apple)<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">$0.010 per message<\/td>\n<\/tr>\n<tr>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">Email<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">$0.050 per email<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<h3 class=\"text-text-100 mt-2 -mb-1 text-base font-bold\" dir=\"ltr\" data-sourcepos=\"108:1-108:38;6501-6538\"><span class=\"ez-toc-section\" id=\"Customer_Basic_A_La_Carte_Add-Ons\"><\/span>Customer Basic \u00c0 La Carte Add-Ons<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<div class=\"overflow-x-auto w-full px-2 mb-6 print:overflow-x-visible\" dir=\"ltr\" data-sourcepos=\"110:1-117:52;6540-7059\">\n<table class=\"min-w-full border-collapse text-sm leading-[1.7] whitespace-normal\">\n<thead class=\"text-left\">\n<tr>\n<th class=\"text-text-100 border-b-0.5 border-[hsl(var(--border-300)\/0.6)] py-2 pr-4 align-top font-bold\" scope=\"col\">Feature<\/th>\n<th class=\"text-text-100 border-b-0.5 border-[hsl(var(--border-300)\/0.6)] py-2 pr-4 align-top font-bold\" scope=\"col\">Voice<\/th>\n<th class=\"text-text-100 border-b-0.5 border-[hsl(var(--border-300)\/0.6)] py-2 pr-4 align-top font-bold\" scope=\"col\">Chat<\/th>\n<th class=\"text-text-100 border-b-0.5 border-[hsl(var(--border-300)\/0.6)] py-2 pr-4 align-top font-bold\" scope=\"col\">Messaging<\/th>\n<th class=\"text-text-100 border-b-0.5 border-[hsl(var(--border-300)\/0.6)] py-2 pr-4 align-top font-bold\" scope=\"col\">Email<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">Conversational analytics &amp; post-contact summaries<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">$0.015\/min (Tier 1)<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">$0.0015\/msg<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">$0.0015\/msg<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">\u2014<\/td>\n<\/tr>\n<tr>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">End-customer self-service (+ Lex fees)<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">$0.0080\/min<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">$0.0015\/msg<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">$0.0015\/msg<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">\u2014<\/td>\n<\/tr>\n<tr>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">Real-time agent assistance<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">$0.0080\/min<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">$0.0015\/msg<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">$0.0015\/msg<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">$0.020\/inbound email<\/td>\n<\/tr>\n<tr>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">Screen recording<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">$0.0060\/min<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">\u2014<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">\u2014<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">\u2014<\/td>\n<\/tr>\n<tr>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">Forecasting &amp; agent scheduling<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">$27\/agent\/month<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\"><\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\"><\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\"><\/td>\n<\/tr>\n<tr>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">Performance evaluations<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">$12\/agent\/month<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\"><\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\"><\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\"><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"119:1-119:229;7061-7289\">Customer Basic also lacks several capabilities entirely, including conversational analytics for email, customer first callbacks, estimated wait time, flow designer analytics, AI-powered case summarization, and Amazon Nova Sonic.<\/p>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"121:1-121:296;7291-7586\"><strong>Important:<\/strong> Because AI features are billed per-use in Customer Basic, a heavily-AI-enabled deployment often ends up <strong>more expensive<\/strong> than simply moving to Connect Customer Pricing&#8217;s blended rate. This is exactly the kind of comparison our calculator (covered below) is built to run for you.<\/p>\n<p dir=\"ltr\" data-sourcepos=\"121:1-121:296;7291-7586\"><strong>Also Check<\/strong> &#8211; <a href=\"https:\/\/techgyan360.com\/blog\/ringcentral-ringcx-contact-center-complete-guide-to-features-omnichannel-capabilities-pricing\/\">RingCentral Contact Center Pricing, RingCX Complete Guide to Features, Omnichannel Capabilities &amp; Pricing (2026)<\/a><\/p>\n<hr class=\"border-border-200 border-t-0.5 my-3 mx-1.5\" \/>\n<h2 class=\"text-text-100 mt-3 -mb-1 text-[1.125rem] font-bold\" dir=\"ltr\" data-sourcepos=\"126:1-126:40;7624-7663\"><span class=\"ez-toc-section\" id=\"Channel-by-Channel_Pricing_Breakdown\"><\/span>Channel-by-Channel Pricing Breakdown<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<h3 class=\"text-text-100 mt-2 -mb-1 text-base font-bold\" dir=\"ltr\" data-sourcepos=\"128:1-128:18;7665-7682\"><span class=\"ez-toc-section\" id=\"Voice_Pricing\"><\/span>Voice Pricing<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"130:1-130:31;7684-7714\">Voice is billed on two layers:<\/p>\n<ol class=\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-decimal flex flex-col gap-1 pl-8 mb-3 print:block print:space-y-1\" dir=\"ltr\" data-sourcepos=\"132:1-133:125;7716-7970\">\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"132:1-132:130;7716-7845\"><strong>Service charge<\/strong> \u2014 $0.038\/min (Connect Customer) or $0.018\/min (Customer Basic), billed per second with a 10-second minimum.<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"133:1-133:125;7846-7970\"><strong>Communication\/telephony charge<\/strong> \u2014 the actual PSTN, in-app, or video connection cost (see the telephony section below).<\/li>\n<\/ol>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"135:1-135:32;7972-8003\">Additional voice-related rates:<\/p>\n<div class=\"overflow-x-auto w-full px-2 mb-6 print:overflow-x-visible\" dir=\"ltr\" data-sourcepos=\"137:1-142:155;8005-8308\">\n<table class=\"min-w-full border-collapse text-sm leading-[1.7] whitespace-normal\">\n<thead class=\"text-left\">\n<tr>\n<th class=\"text-text-100 border-b-0.5 border-[hsl(var(--border-300)\/0.6)] py-2 pr-4 align-top font-bold\" scope=\"col\">Item<\/th>\n<th class=\"text-text-100 border-b-0.5 border-[hsl(var(--border-300)\/0.6)] py-2 pr-4 align-top font-bold\" scope=\"col\">Price<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">In-app \/ web calling audio<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">$0.010\/min<\/td>\n<\/tr>\n<tr>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">Video connection<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">$0.015\/min\/participant<\/td>\n<\/tr>\n<tr>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">Screen sharing<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">$0.015\/min<\/td>\n<\/tr>\n<tr>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">External voice connector (3rd-party PBX integration for analytics)<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">$100\/connector\/day + $0.032\/min (Connect Customer) or $0.012\/min (Customer Basic)<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<h3 class=\"text-text-100 mt-2 -mb-1 text-base font-bold\" dir=\"ltr\" data-sourcepos=\"144:1-144:17;8310-8326\"><span class=\"ez-toc-section\" id=\"Chat_Pricing\"><\/span>Chat Pricing<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"146:1-146:305;8328-8632\">Chat is billed <strong>per message sent or received<\/strong>, including the initial message that opens the conversation. Connect Customer charges $0.010\/message; Customer Basic charges $0.004\/message. Step-by-step guided chat experiences (interactive forms\/menus inside chat) carry an additional guide-message charge.<\/p>\n<h3 class=\"text-text-100 mt-2 -mb-1 text-base font-bold\" dir=\"ltr\" data-sourcepos=\"148:1-148:18;8634-8651\"><span class=\"ez-toc-section\" id=\"Email_Pricing\"><\/span>Email Pricing<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"150:1-150:267;8653-8919\">Email is billed per email sent or received, including automated acknowledgment emails triggered by a flow. Connect Customer: $0.080\/email. Customer Basic: $0.050\/email. A small separate Amazon SES delivery fee (typically a fraction of a cent per email) also applies.<\/p>\n<h3 class=\"text-text-100 mt-2 -mb-1 text-base font-bold\" dir=\"ltr\" data-sourcepos=\"152:1-152:48;8921-8968\"><span class=\"ez-toc-section\" id=\"SMS_WhatsApp_Apple_Messages_for_Business\"><\/span>SMS, WhatsApp &amp; Apple Messages for Business<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"154:1-154:477;8970-9446\">Messaging channels share a unified per-message rate ($0.014\/msg Connect Customer, $0.010\/msg Customer Basic) for the Amazon Connect service charge. On top of this, <strong>message delivery<\/strong> is billed separately through Amazon End User Messaging \u2014 for example, a US 10DLC number typically costs roughly $0.0088 per outbound message and $0.0075 per inbound message, while WhatsApp delivery runs about $0.005 per message. These delivery fees vary by country, carrier, and number type.<\/p>\n<hr class=\"border-border-200 border-t-0.5 my-3 mx-1.5\" \/>\n<h2 class=\"text-text-100 mt-3 -mb-1 text-[1.125rem] font-bold\" dir=\"ltr\" data-sourcepos=\"159:1-159:43;9484-9526\"><span class=\"ez-toc-section\" id=\"Telephony_Global_Phone_Number_Charges\"><\/span>Telephony &amp; Global Phone Number Charges<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"161:1-161:185;9528-9712\">Telephony is the part of Amazon Connect pricing that varies most by geography. AWS charges for phone numbers on a <strong>per-day<\/strong> basis, plus <strong>per-minute<\/strong> inbound\/outbound carrier rates.<\/p>\n<div class=\"overflow-x-auto w-full px-2 mb-6 print:overflow-x-visible\" dir=\"ltr\" data-sourcepos=\"163:1-168:90;9714-10095\">\n<table class=\"min-w-full border-collapse text-sm leading-[1.7] whitespace-normal\">\n<thead class=\"text-left\">\n<tr>\n<th class=\"text-text-100 border-b-0.5 border-[hsl(var(--border-300)\/0.6)] py-2 pr-4 align-top font-bold\" scope=\"col\">Number Type<\/th>\n<th class=\"text-text-100 border-b-0.5 border-[hsl(var(--border-300)\/0.6)] py-2 pr-4 align-top font-bold\" scope=\"col\">Example Rate (US)<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">Direct Inward Dial (DID)<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">$0.030\/day + $0.0022\/min inbound + $0.0048\/min outbound<\/td>\n<\/tr>\n<tr>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">Toll-Free Number (TFN)<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">$0.060\/day + $0.0050\/min inbound<\/td>\n<\/tr>\n<tr>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">Shared Trunking (70+ countries via telco partners)<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">$0.0022\/min inbound &amp; national outbound<\/td>\n<\/tr>\n<tr>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">UIFN (Universal International Freephone)<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">Per-day rate, minimum 5-country enablement<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"170:1-170:314;10097-10410\">Amazon Connect also supports <strong>Shared Trunking<\/strong>, a model where a telecom partner carrier provides numbers directly (billed by the carrier) while AWS charges only for the trunking usage \u2014 useful for countries like India, Brazil, Indonesia, UAE, and dozens of others where direct AWS telephony coverage is limited.<\/p>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"172:1-172:275;10412-10686\">International telephony rates differ significantly by country and destination type (landline vs. mobile vs. high-cost destinations), so businesses running multi-country deployments should model each region&#8217;s telephony separately rather than assuming US rates apply globally.<\/p>\n<hr class=\"border-border-200 border-t-0.5 my-3 mx-1.5\" \/>\n<h2 class=\"text-text-100 mt-3 -mb-1 text-[1.125rem] font-bold\" dir=\"ltr\" data-sourcepos=\"177:1-177:83;10721-10803\"><span class=\"ez-toc-section\" id=\"Add-On_Features_Tasks_Cases_Customer_Profiles_Outbound_Campaigns_Voice_ID\"><\/span>Add-On Features: Tasks, Cases, Customer Profiles, Outbound Campaigns &amp; Voice ID<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<h3 class=\"text-text-100 mt-2 -mb-1 text-base font-bold\" dir=\"ltr\" data-sourcepos=\"179:1-179:10;10805-10814\"><span class=\"ez-toc-section\" id=\"Tasks\"><\/span>Tasks<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"180:1-180:296;10815-11110\">Amazon Connect Tasks lets agents or automated flows create trackable work items (e.g., &#8220;follow up with customer in 3 days&#8221;). Priced at <strong>$0.070\/task<\/strong> (Connect Customer) or <strong>$0.040\/task<\/strong> (Customer Basic), whether created via API, flow action, or a connector to an external CRM like Salesforce.<\/p>\n<h3 class=\"text-text-100 mt-2 -mb-1 text-base font-bold\" dir=\"ltr\" data-sourcepos=\"182:1-182:10;11112-11121\"><span class=\"ez-toc-section\" id=\"Cases\"><\/span>Cases<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"183:1-183:209;11122-11330\">Amazon Connect Cases bills <strong>$0.12 per case created<\/strong>, whether from the agent workspace, the API, or a flow action. AI-powered case summarization is included at no extra charge under Connect Customer Pricing.<\/p>\n<h3 class=\"text-text-100 mt-2 -mb-1 text-base font-bold\" dir=\"ltr\" data-sourcepos=\"185:1-185:22;11332-11353\"><span class=\"ez-toc-section\" id=\"Customer_Profiles\"><\/span>Customer Profiles<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"186:1-186:74;11354-11427\">Customer Profiles pricing is based on <strong>daily utilization<\/strong>, not storage:<\/p>\n<ul class=\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3 print:block print:space-y-1\" dir=\"ltr\" data-sourcepos=\"187:1-190:80;11428-11851\">\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"187:1-187:97;11428-11524\">Profiles containing <strong>only<\/strong> Amazon Connect\u2013generated data are free to search, merge, or read.<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"188:1-188:137;11525-11661\">Profiles enriched with <strong>imported data<\/strong> (CRM records, order history, custom attributes) cost <strong>$0.005 per profile per day utilized<\/strong>.<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"189:1-189:110;11662-11771\">Profiles with more than 100 data objects incur an additional $0.005 per 100-object block, per day utilized.<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"190:1-190:80;11772-11851\">Daily utilization charges are capped at 30% of total stored profiles per day.<\/li>\n<\/ul>\n<h3 class=\"text-text-100 mt-2 -mb-1 text-base font-bold\" dir=\"ltr\" data-sourcepos=\"192:1-192:23;11853-11875\"><span class=\"ez-toc-section\" id=\"Outbound_Campaigns\"><\/span>Outbound Campaigns<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"193:1-193:136;11876-12011\">Outbound Campaigns (predictive\/progressive dialing, guided campaign builder, or visual journey builder) are billed with two components:<\/p>\n<ul class=\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3 print:block print:space-y-1\" dir=\"ltr\" data-sourcepos=\"194:1-196:108;12012-12360\">\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"194:1-194:107;12012-12118\"><strong>$0.005 per outbound attempt<\/strong>, across every channel, covering orchestration, templates, and reporting.<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"195:1-195:134;12119-12252\"><strong>$0.045 per connected voice minute<\/strong> \u2014 this <em>replaces<\/em> the standard voice rate for campaign calls, it does not stack on top of it.<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"196:1-196:108;12253-12360\">SMS, WhatsApp, and email sent via campaigns are billed through their respective channel\/delivery pricing.<\/li>\n<\/ul>\n<h3 class=\"text-text-100 mt-2 -mb-1 text-base font-bold\" dir=\"ltr\" data-sourcepos=\"198:1-198:44;12362-12405\"><span class=\"ez-toc-section\" id=\"Voice_ID_End_of_Support_May_20_2026\"><\/span>Voice ID (End of Support: May 20, 2026)<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"199:1-199:366;12406-12771\">Amazon Connect Voice ID \u2014 used for caller authentication and fraud detection \u2014 is billed at <strong>$0.025 per transaction<\/strong> (enrollment, verification, or fraud check). AWS has announced Voice ID will reach <strong>end-of-support on May 20, 2026<\/strong>, and new customer access is no longer available. Existing customers should review AWS&#8217;s migration documentation before this date.<\/p>\n<h3 class=\"text-text-100 mt-2 -mb-1 text-base font-bold\" dir=\"ltr\" data-sourcepos=\"201:1-201:21;12773-12793\"><span class=\"ez-toc-section\" id=\"Screen_Recording\"><\/span>Screen Recording<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"202:1-202:154;12794-12947\">Billed at <strong>$0.006 per recorded minute<\/strong>, counted only while an agent is actively connected or completing after-contact work (not during IVR\/queue time).<\/p>\n<h3 class=\"text-text-100 mt-2 -mb-1 text-base font-bold\" dir=\"ltr\" data-sourcepos=\"204:1-204:54;12949-13002\"><span class=\"ez-toc-section\" id=\"Forecasting_Scheduling_Performance_Evaluations\"><\/span>Forecasting, Scheduling &amp; Performance Evaluations<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"205:1-205:302;13003-13304\">Under Connect Customer Pricing, both are bundled into the channel rate at no extra cost. Under Customer Basic, they&#8217;re billed at <strong>$27\/agent\/month<\/strong> (forecasting &amp; scheduling) and <strong>$12\/agent\/month<\/strong> (performance evaluations), applied only to agents who receive a schedule or an evaluation that month.<\/p>\n<hr class=\"border-border-200 border-t-0.5 my-3 mx-1.5\" \/>\n<h2 class=\"text-text-100 mt-3 -mb-1 text-[1.125rem] font-bold\" dir=\"ltr\" data-sourcepos=\"210:1-210:46;13341-13386\"><span class=\"ez-toc-section\" id=\"Real-World_Amazon_Connect_Pricing_Examples\"><\/span>Real-World Amazon Connect Pricing Examples<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"212:1-212:138;13388-13525\">To make these rates concrete, here&#8217;s how they play out for a few common contact center sizes (using Connect Customer Pricing, US region):<\/p>\n<div class=\"overflow-x-auto w-full px-2 mb-6 print:overflow-x-visible\" dir=\"ltr\" data-sourcepos=\"214:1-219:94;13527-14038\">\n<table class=\"min-w-full border-collapse text-sm leading-[1.7] whitespace-normal\">\n<thead class=\"text-left\">\n<tr>\n<th class=\"text-text-100 border-b-0.5 border-[hsl(var(--border-300)\/0.6)] py-2 pr-4 align-top font-bold\" scope=\"col\">Deployment<\/th>\n<th class=\"text-text-100 border-b-0.5 border-[hsl(var(--border-300)\/0.6)] py-2 pr-4 align-top font-bold\" scope=\"col\">Monthly Usage<\/th>\n<th class=\"text-text-100 border-b-0.5 border-[hsl(var(--border-300)\/0.6)] py-2 pr-4 align-top font-bold\" scope=\"col\">Estimated Monthly Cost<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\"><strong>Small startup<\/strong> (10 agents)<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">5,000 voice min, 8,000 chat msgs, 2 phone numbers<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">~$272\/month<\/td>\n<\/tr>\n<tr>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\"><strong>Mid-size company<\/strong> (50 agents)<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">50,000 voice min, 30,000 chat msgs, 10,000 campaign min, 5 numbers<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">~$2,805\/month<\/td>\n<\/tr>\n<tr>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\"><strong>Enterprise<\/strong> (200 agents)<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">300,000 voice min, 200,000 chat\/messaging, 50,000 campaign min, 20 numbers<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">~$16,770\/month<\/td>\n<\/tr>\n<tr>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\"><strong>Chat-only center<\/strong> (30 agents)<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">80,000 chat msgs, 20,000 SMS, no voice<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">~$1,080\/month<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"221:1-221:300;14040-14339\">These figures exclude taxes, telecom surcharges, and third-party delivery\/model fees (Polly, Lex standalone usage, Bedrock, SMS carrier delivery), which are billed separately. Actual costs will vary based on average handle time, agent utilization, region mix, and which optional features you enable.<\/p>\n<p dir=\"ltr\" data-sourcepos=\"221:1-221:300;14040-14339\"><strong>Also Check<\/strong> &#8211; <a href=\"https:\/\/techgyan360.com\/blog\/cisco-webex-contact-center-pricing-features-guide\/\">Cisco Webex Contact Center: Complete Guide to Features, Pricing &amp; Value in 2026<\/a><\/p>\n<hr class=\"border-border-200 border-t-0.5 my-3 mx-1.5\" \/>\n<h2 class=\"text-text-100 mt-3 -mb-1 text-[1.125rem] font-bold\" dir=\"ltr\" data-sourcepos=\"226:1-226:36;14369-14404\"><span class=\"ez-toc-section\" id=\"AWS_Free_Tier_for_Amazon_Connect\"><\/span>AWS Free Tier for Amazon Connect<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"228:1-228:128;14406-14533\">New AWS accounts can trial Amazon Connect at no cost through the <strong>AWS Free Tier<\/strong>, which includes, during the first 12 months:<\/p>\n<ul class=\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3 print:block print:space-y-1\" dir=\"ltr\" data-sourcepos=\"230:1-234:82;14535-14865\">\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"230:1-230:36;14535-14570\">1,000 Customer Profiles per month<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"231:1-231:59;14571-14629\">500 chat messages per month for conversational analytics<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"232:1-232:95;14630-14724\">100,000 voice minutes per month for conversational analytics (first 2 months upon first use)<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"233:1-233:59;14725-14783\">30 days of performance evaluations upon first activation<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"234:1-234:82;14784-14865\">90 days of forecasting, capacity planning, and scheduling upon first activation<\/li>\n<\/ul>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"236:1-236:129;14867-14995\">These trial windows are tied to your AWS Payer Account ID, so they apply once per organization rather than per Connect instance.<\/p>\n<hr class=\"border-border-200 border-t-0.5 my-3 mx-1.5\" \/>\n<h2 class=\"text-text-100 mt-3 -mb-1 text-[1.125rem] font-bold\" dir=\"ltr\" data-sourcepos=\"241:1-241:73;15026-15098\"><span class=\"ez-toc-section\" id=\"Connect_Customer_Pricing_vs_Customer_Basic_Which_Should_You_Choose\"><\/span>Connect Customer Pricing vs. Customer Basic: Which Should You Choose?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<div class=\"overflow-x-auto w-full px-2 mb-6 print:overflow-x-visible\" dir=\"ltr\" data-sourcepos=\"243:1-250:89;15100-15693\">\n<table class=\"min-w-full border-collapse text-sm leading-[1.7] whitespace-normal\">\n<thead class=\"text-left\">\n<tr>\n<th class=\"text-text-100 border-b-0.5 border-[hsl(var(--border-300)\/0.6)] py-2 pr-4 align-top font-bold\" scope=\"col\">Factor<\/th>\n<th class=\"text-text-100 border-b-0.5 border-[hsl(var(--border-300)\/0.6)] py-2 pr-4 align-top font-bold\" scope=\"col\">Connect Customer Pricing<\/th>\n<th class=\"text-text-100 border-b-0.5 border-[hsl(var(--border-300)\/0.6)] py-2 pr-4 align-top font-bold\" scope=\"col\">Customer Basic<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">Voice rate<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">$0.038\/min (all-inclusive)<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">$0.018\/min (+ AI add-ons)<\/td>\n<\/tr>\n<tr>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">Chat rate<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">$0.010\/msg (all-inclusive)<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">$0.004\/msg (+ AI add-ons)<\/td>\n<\/tr>\n<tr>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">Best for<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">Contact centers using 2+ AI features (self-service, analytics, agent assist)<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">Basic routing with minimal or no AI usage<\/td>\n<\/tr>\n<tr>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">AI features<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">Bundled at no extra cost<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">Billed individually per feature<\/td>\n<\/tr>\n<tr>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">Forecasting &amp; evaluations<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">Included free<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">$27\/agent + $12\/agent per month<\/td>\n<\/tr>\n<tr>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">Predictability<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">Simple, single blended rate<\/td>\n<td class=\"border-b-0.5 border-[hsl(var(--border-300)\/0.3)] py-2 pr-4 align-top\">Requires tracking multiple line items<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"252:1-252:397;15695-16091\">As a rule of thumb: if your deployment uses <strong>Contact Lens analytics<\/strong> <em>and<\/em> <strong>Amazon Q real-time assist<\/strong> together, the combined \u00e0 la carte cost in Customer Basic (roughly $0.023\/min in add-ons alone) already approaches the $0.020\/min premium that Connect Customer Pricing charges over the Customer Basic base rate \u2014 making the bundled tier the more economical choice for AI-forward deployments.<\/p>\n<hr class=\"border-border-200 border-t-0.5 my-3 mx-1.5\" \/>\n<h2 class=\"text-text-100 mt-3 -mb-1 text-[1.125rem] font-bold\" dir=\"ltr\" data-sourcepos=\"257:1-257:69;16122-16190\"><span class=\"ez-toc-section\" id=\"Calculate_Your_Exact_Cost_Free_Amazon_Connect_Pricing_Calculator\"><\/span>Calculate Your Exact Cost: Free Amazon Connect Pricing Calculator<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"259:1-259:328;16192-16519\">Manually multiplying rate cards across voice, chat, SMS, email, telephony, campaigns, tasks, cases, and Voice ID gets complicated fast \u2014 especially if you&#8217;re comparing Connect Customer Pricing against Customer Basic, or trying to build a business case that includes Lambda, S3, and CloudWatch costs alongside your Connect bill.<\/p>\n<figure id=\"attachment_644\" aria-describedby=\"caption-attachment-644\" style=\"width: 1024px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-644 size-large\" src=\"https:\/\/techgyan360.com\/blog\/wp-content\/uploads\/2026\/07\/Free-Amazon-Connect-Pricing-Calculator-2-1024x683.jpg\" alt=\"Free Amazon Connect Pricing Calculator\" width=\"1024\" height=\"683\" srcset=\"https:\/\/techgyan360.com\/blog\/wp-content\/uploads\/2026\/07\/Free-Amazon-Connect-Pricing-Calculator-2-1024x683.jpg 1024w, https:\/\/techgyan360.com\/blog\/wp-content\/uploads\/2026\/07\/Free-Amazon-Connect-Pricing-Calculator-2-300x200.jpg 300w, https:\/\/techgyan360.com\/blog\/wp-content\/uploads\/2026\/07\/Free-Amazon-Connect-Pricing-Calculator-2-768x512.jpg 768w, https:\/\/techgyan360.com\/blog\/wp-content\/uploads\/2026\/07\/Free-Amazon-Connect-Pricing-Calculator-2.jpg 1345w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption id=\"caption-attachment-644\" class=\"wp-caption-text\">Free Amazon Connect Pricing Calculator by KloudMint<\/figcaption><\/figure>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"261:1-261:257;16521-16777\">To make this easier, we built the <strong><a class=\"underline underline underline-offset-2 decoration-1 decoration-current\/40 hover:decoration-current focus:decoration-current\" href=\"https:\/\/tools.kloudmint.com\/amazon-connect-tools\/amazon-connect-price-calculator.php\">Amazon Connect Calculator<\/a><\/strong> \u2014 a free, browser-based estimator that covers the entire Amazon Connect cost stack in one place.<\/p>\n<h3 class=\"text-text-100 mt-2 -mb-1 text-base font-bold\" dir=\"ltr\" data-sourcepos=\"263:1-263:31;16779-16809\"><span class=\"ez-toc-section\" id=\"What_the_Calculator_Covers\"><\/span>What the Calculator Covers<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<ul class=\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3 print:block print:space-y-1\" dir=\"ltr\" data-sourcepos=\"265:1-277:90;16811-18296\">\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"265:1-265:74;16811-16884\"><strong>Region-aware inputs<\/strong> across US, EU, Asia Pacific, Canada, and Africa<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"266:1-266:172;16885-17056\">Toggle between <strong>Connect Customer Pricing<\/strong> and <strong>Customer Basic<\/strong> modes, with a side-by-side comparison table so you can see which tier is cheaper for your actual usage<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"267:1-267:100;17057-17156\"><strong>Voice &amp; telephony<\/strong>: inbound\/outbound minutes, phone numbers, web\/video calling, screen sharing<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"268:1-268:67;17157-17223\"><strong>Chat, SMS, WhatsApp, Apple Messages, and Email<\/strong> volume inputs<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"269:1-269:99;17224-17322\"><strong>Outbound Campaigns<\/strong>, including the $0.045\/min campaign rate and $0.005\/attempt processing fee<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"270:1-270:102;17323-17424\"><strong>Contact Lens, Amazon Q, forecasting, and performance evaluation<\/strong> add-ons for Customer Basic mode<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"271:1-271:99;17425-17523\"><strong>Tasks, Cases, and Customer Profiles<\/strong>, including the imported-data vs. free-tier profile logic<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"272:1-272:96;17524-17619\"><strong>Voice ID<\/strong> transaction costs, with a built-in notice about its May 2026 end-of-support date<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"273:1-273:92;17620-17711\"><strong>External voice connector<\/strong> costs for 3rd-party PBX integrations (Cisco, Avaya, Genesys)<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"274:1-274:197;17712-17908\">A full <strong>AWS infrastructure<\/strong> section for Lambda, S3, CloudWatch, Bedrock AgentCore, and Bedrock Knowledge Bases \u2014 so you can estimate the <em>total<\/em> cost of ownership, not just the Connect invoice<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"275:1-275:159;17909-18067\">A <strong>Migration ROI calculator<\/strong> comparing Amazon Connect against legacy per-seat CCaaS platforms like Genesys Cloud, Cisco UCCE, Avaya, Five9, and NICE CXone<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"276:1-276:139;18068-18206\">Pre-built scenarios (Small Startup, Mid-size, Enterprise, Chat-only, Outbound Campaign, Healthcare) to get a working estimate in seconds<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"277:1-277:90;18207-18296\">CSV export and print\/PDF output for sharing estimates with finance or procurement teams<\/li>\n<\/ul>\n<figure id=\"attachment_645\" aria-describedby=\"caption-attachment-645\" style=\"width: 1024px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-645 size-large\" src=\"https:\/\/techgyan360.com\/blog\/wp-content\/uploads\/2026\/07\/Amazon-Connect-Pricing-Comparision-1024x628.jpg\" alt=\"Amazon Connect Pricing Comparison\" width=\"1024\" height=\"628\" srcset=\"https:\/\/techgyan360.com\/blog\/wp-content\/uploads\/2026\/07\/Amazon-Connect-Pricing-Comparision-1024x628.jpg 1024w, https:\/\/techgyan360.com\/blog\/wp-content\/uploads\/2026\/07\/Amazon-Connect-Pricing-Comparision-300x184.jpg 300w, https:\/\/techgyan360.com\/blog\/wp-content\/uploads\/2026\/07\/Amazon-Connect-Pricing-Comparision-768x471.jpg 768w, https:\/\/techgyan360.com\/blog\/wp-content\/uploads\/2026\/07\/Amazon-Connect-Pricing-Comparision.jpg 1328w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption id=\"caption-attachment-645\" class=\"wp-caption-text\">Amazon Connect Pricing Comparison (Tools.KloudMint.Com)<\/figcaption><\/figure>\n<h3 class=\"text-text-100 mt-2 -mb-1 text-base font-bold\" dir=\"ltr\" data-sourcepos=\"279:1-279:18;18298-18315\"><span class=\"ez-toc-section\" id=\"How_to_Use_It\"><\/span>How to Use It<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<ol class=\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-decimal flex flex-col gap-1 pl-8 mb-3 print:block print:space-y-1\" dir=\"ltr\" data-sourcepos=\"281:1-285:85;18317-18881\">\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"281:1-281:135;18317-18451\">Open the <a class=\"underline underline underline-offset-2 decoration-1 decoration-current\/40 hover:decoration-current focus:decoration-current\" href=\"https:\/\/tools.kloudmint.com\/amazon-connect-tools\/amazon-connect-price-calculator.php\">Amazon Connect Calculator<\/a>.<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"282:1-282:89;18452-18540\">Select your AWS region and pricing mode (Connect Customer Pricing or Customer Basic).<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"283:1-283:153;18541-18693\">Load a pre-configured scenario close to your deployment size, or enter your own voice minutes, chat\/SMS\/email volume, phone numbers, and agent count. (Or put the details according to your contact center size)<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"284:1-284:103;18694-18796\">Review the cost composition breakdown and the Connect Customer vs. Customer Basic comparison table.<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"285:1-285:85;18797-18881\">Export your estimate as CSV or PDF for internal budgeting and vendor comparisons.<\/li>\n<\/ol>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"287:1-287:325;18883-19207\">This tool is especially useful for solutions architects and CX leaders preparing an AWS cost justification, since it separates what&#8217;s billed directly by Amazon Connect from what&#8217;s billed separately by Lambda, S3, CloudWatch, Polly, Lex, and Bedrock \u2014 a distinction that&#8217;s easy to miss when reading the raw AWS pricing pages.<\/p>\n<hr class=\"border-border-200 border-t-0.5 my-3 mx-1.5\" \/>\n<h2 class=\"text-text-100 mt-3 -mb-1 text-[1.125rem] font-bold\" dir=\"ltr\" data-sourcepos=\"292:1-292:45;19240-19284\"><span class=\"ez-toc-section\" id=\"7_Ways_to_Reduce_Your_Amazon_Connect_Bill\"><\/span>7 Ways to Reduce Your Amazon Connect Bill<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<ol class=\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-decimal flex flex-col gap-1 pl-8 mb-3 print:block print:space-y-1\" dir=\"ltr\" data-sourcepos=\"294:1-300:240;19286-20649\">\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"294:1-294:226;19286-19511\"><strong>Pick the right pricing mode.<\/strong> Run both Connect Customer Pricing and Customer Basic through the calculator above using your real usage numbers \u2014 the cheaper mode depends entirely on how many AI features you actually use.<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"295:1-295:208;19512-19719\"><strong>Deflect voice to digital channels.<\/strong> A 5-minute voice call costs roughly the same as 19 chat messages \u2014 shifting suitable interactions to chat or self-service bots can meaningfully cut per-contact cost.<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"296:1-296:199;19720-19918\"><strong>Lean on self-service.<\/strong> Amazon Lex-powered self-service can resolve 20\u201340% of contacts before they ever reach a human agent, and it&#8217;s included at no extra charge under Connect Customer Pricing.<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"297:1-297:127;19919-20045\"><strong>Release unused phone numbers.<\/strong> Every claimed DID or toll-free number bills a daily fee whether or not it receives calls.<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"298:1-298:170;20046-20215\"><strong>Manage external voice connectors carefully.<\/strong> These bill $100\/day even when idle \u2014 consolidate to the minimum number of connectors your architecture actually needs.<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"299:1-299:194;20216-20409\"><strong>Right-size Customer Profiles usage.<\/strong> Only profiles enriched with imported\/merged data incur daily utilization charges \u2014 profiles built purely from Connect-native contact history are free.<\/li>\n<li class=\"font-claude-response-body whitespace-normal break-words pl-2\" data-sourcepos=\"300:1-300:240;20410-20649\"><strong>Negotiate telephony rates for high volume.<\/strong> Outbound and inbound per-minute carrier charges vary by country and volume tier; high-volume deployments may be able to negotiate better rates or use Shared Trunking in supported countries.<\/li>\n<\/ol>\n<p><strong>Also Check<\/strong> &#8211; <a href=\"https:\/\/techgyan360.com\/blog\/genesys-cloud-cx-contact-center-complete-guide-to-features-plans-pricing-2026\/\">Genesys Cloud CX Contact Center: Complete Guide to Features, Plans &amp; Pricing (2026)<\/a><\/p>\n<hr class=\"border-border-200 border-t-0.5 my-3 mx-1.5\" \/>\n<h2 class=\"text-text-100 mt-3 -mb-1 text-[1.125rem] font-bold\" dir=\"ltr\" data-sourcepos=\"305:1-305:30;20673-20702\"><span class=\"ez-toc-section\" id=\"Frequently_Asked_Questions\"><\/span>Frequently Asked Questions<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"307:1-308:188;20704-20955\"><strong>Does Amazon Connect charge a monthly or annual license fee?<\/strong> No. Amazon Connect has no license fees, no seat charges, and no minimum commitments. You pay only for the voice minutes, messages, emails, tasks, and other resources you actually consume.<\/p>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"310:1-311:260;20957-21295\"><strong>What is the difference between Amazon Connect Customer and Customer Basic?<\/strong> Connect Customer bundles all AI features (Contact Lens analytics, Amazon Q agent assist, self-service, forecasting, evaluations) into a single per-channel rate. Customer Basic offers lower base channel rates but bills every AI feature separately as an add-on.<\/p>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"313:1-314:168;21297-21518\"><strong>Does Amazon Connect pricing change by AWS region?<\/strong> Core service charges (voice, chat, email rates) are the same worldwide. Only telephony charges \u2014 phone number day rates and per-minute carrier costs \u2014 vary by country.<\/p>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"316:1-317:214;21520-21790\"><strong>Is Amazon Lex billed separately from Amazon Connect?<\/strong> Under Connect Customer Pricing, Lex requests originating from your Connect instance are included. Under Customer Basic, Lex is billed separately at standard Lex rates in addition to the self-service add-on charge.<\/p>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"319:1-320:177;21792-22016\"><strong>Is Amazon Connect Voice ID still available?<\/strong> Voice ID reaches end-of-support on May 20, 2026, and new customer access is no longer available. Existing customers continue to be billed $0.025\/transaction until they migrate.<\/p>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"322:1-323:415;22018-22498\"><strong>How much does a 100-agent Amazon Connect contact center cost?<\/strong> There&#8217;s no per-agent license fee \u2014 cost depends entirely on usage. For example, 200,000 inbound minutes\/month on Connect Customer Pricing in the US would run roughly $7,600 in voice service charges alone, before telephony and any digital channel usage. Use the <a class=\"underline underline underline-offset-2 decoration-1 decoration-current\/40 hover:decoration-current focus:decoration-current\" href=\"https:\/\/tools.kloudmint.com\/amazon-connect-tools\/amazon-connect-price-calculator.php\">pricing calculator<\/a> to model your specific agent count and volume.<\/p>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"325:1-326:262;22500-22821\"><strong>What costs are NOT included in the Amazon Connect bill?<\/strong> Amazon Polly (standalone usage), Amazon Lex (in Customer Basic mode), AWS Lambda, S3 storage, CloudWatch logs, Bedrock AgentCore Gateway, Bedrock Knowledge Bases, and SMS\/WhatsApp carrier delivery fees are all billed separately by their respective AWS services.<\/p>\n<hr class=\"border-border-200 border-t-0.5 my-3 mx-1.5\" \/>\n<h2 class=\"text-text-100 mt-3 -mb-1 text-[1.125rem] font-bold\" dir=\"ltr\" data-sourcepos=\"330:1-330:18;22828-22845\"><span class=\"ez-toc-section\" id=\"Final_Thoughts\"><\/span>Final Thoughts<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"332:1-332:668;22847-23514\">Amazon Connect&#8217;s 2026 pricing structure \u2014 split between the AI-bundled <strong>Connect Customer Pricing<\/strong> tier and the unbundled <strong>Customer Basic<\/strong> tier \u2014 gives contact centers real flexibility, but it also means the &#8220;right&#8221; way to buy the platform depends entirely on how many AI features you plan to use. Rather than manually reconciling voice, chat, email, telephony, campaign, and infrastructure rate cards, use the <a class=\"underline underline underline-offset-2 decoration-1 decoration-current\/40 hover:decoration-current focus:decoration-current\" href=\"https:\/\/tools.kloudmint.com\/amazon-connect-tools\/amazon-connect-price-calculator.php\">free Connect Pricing Calculator<\/a> to model your exact deployment, compare both pricing modes side by side, and generate a shareable cost estimate for your team.<\/p>\n<p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\" data-sourcepos=\"334:1-334:311;23516-23826\"><em>This article is based on Amazon Connect&#8217;s official AWS pricing pages as of July 2026. Amazon Connect pricing is subject to change \u2014 always verify current rates at <a class=\"underline underline underline-offset-2 decoration-1 decoration-current\/40 hover:decoration-current focus:decoration-current\" href=\"https:\/\/aws.amazon.com\/products\/connect\/customer\/pricing\/\">aws.amazon.com\/products\/connect\/customer\/pricing<\/a> before making purchasing decisions.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Amazon Connect pricing &#8211; Amazon Connect is AWS&#8217;s cloud-based, pay-as-you-go contact center platform, and its pricing model has evolved significantly in 2026 with the introduction of Amazon Connect Customer \u2014&hellip;<\/p>\n","protected":false},"author":1,"featured_media":646,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[15],"tags":[111,109,110],"class_list":["post-640","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-amazon-connect-hub","tag-amazon-connect-customer-basic-pricing","tag-amazon-connect-customer-pricing","tag-amazon-connect-pricing"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Amazon Connect Pricing 2026: The Complete Guide to Contact Center Costs, Plans &amp; 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