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Amazon Connect
Pricing Calculator v2.1

Enterprise-grade cost estimation for every Amazon Connect service — voice, chat, SMS, email, Contact Lens, Amazon Q, Tasks, Cases & more. AI Unlimited vs A La Carte comparison built in.

✓ Region-aware telephony ✓ AI Unlimited vs A La Carte ✓ Contact Lens & Amazon Q ✓ Monthly & Annual totals ✓ Export CSV / PDF ✓ Side-by-side comparison
AWS Region
Pricing Mode
Currency
Days / Month
⚡ AI Unlimited: One bundled rate per channel — Lex, Contact Lens analytics, Amazon Q real-time assist, screen recording, forecasting & scheduling, and performance evaluations at no extra charge.
📦 What's included in AI Unlimited — click to expand
Amazon Nova Sonic (voice AI) Amazon Lex (self-service IVR & chatbot) Contact Lens conversational analytics Post-contact AI summaries Amazon Q real-time voice assist Amazon Q real-time chat assist Amazon Q email agent assist Screen recording (voice & chat) Forecasting & agent scheduling Performance evaluations (agents) Polly Generative TTS (voice) 3P STT/TTS model configuration AI-powered case summarisation
Quick Scenarios: 🚀 Small Start-up 🏢 Mid-size (50 agents) 🏦 Enterprise (200+ agents) 💬 Chat-only Centre 📞 Outbound Campaign 🏥 Healthcare High-volume ✕ Reset
🧑‍💼
Agents & Capacity
Agent count, handle time, and shift assumptions
$0.00
Agent counts drive optional per-agent add-on charges (Forecasting & Scheduling: $27/agent/mo; Performance Evaluations: $12/agent/mo) when using A La Carte mode. Both are included free in AI Unlimited.
Total Agents ?
Avg Handle Time (min) ?
Agents on Forecasting & Scheduling ?
Agents on Performance Evaluations ?
📞
Voice & Telephony
Inbound/outbound minutes, DID/TFN numbers, web & video calling
$0.00
Voice billing = (1) Service charge per minute (AI Unlimited $0.038, A La Carte $0.018) + (2) Telephony charge — a daily number fee plus per-minute carrier rate for PSTN calls.
Call Volume
Inbound Minutes / Month ?
0
min
Outbound Minutes / Month ?
0
min
Phone Numbers (Telephony)
Number Type ?
Number of DIDs / TFNs
Web, Video & Screen Sharing
Web/In-App Audio ?
min
Video Connections ?
conn-min
Screen Sharing ?
min
ℹ️ Custom 3P voice model costs (Google, Azure, ElevenLabs, etc.) are billed directly by the provider and are not included in this Amazon Connect estimate. AI Unlimited includes configuration access to 3P STT/TTS; the provider's per-character or per-minute fee is separate.
💬
Chat, Messaging & Email
Web chat, SMS, WhatsApp, Apple Messages for Business, Email
$0.00
Web Chat
Chat Messages / Month ?
0
msgs
Step-by-step Guide Messages ?
msgs
Messaging (SMS / WhatsApp / Apple)
SMS / Month ?
WhatsApp / Month
Apple Messages / Month
Email
Inbound Emails / Month ?
Outbound Emails / Month
📣
Outbound Campaigns
Predictive/progressive dialler — $0.045/min replaces standard voice rate
$0.00
Campaign minutes are billed at $0.045/min — this replaces (does NOT add to) the standard $0.038/min voice rate. Telephony carrier charges still apply separately.
Outbound Campaign Minutes / Month
0
min
🤖
AI Features — Contact Lens & Amazon Q
Analytics, real-time assist, forecasting, evaluations
Included
✅ All AI features are included in AI Unlimited — Contact Lens, Amazon Q, screen recording, forecasting, and performance evaluations at no additional cost.
✅
Tasks
$0.070 per task created
$0.00
$0.070 per task created via the agent workspace, API, or Create Task flow action. Same price in both AI Unlimited and A La Carte modes.
Tasks Created / Month
0
tasks
🗂️
Cases
$0.12 per case created
$0.00
$0.12 per case created. AI-powered case summarisation is included in AI Unlimited at no extra charge. Tasks and Customer Profiles used alongside Cases are billed separately.
Cases Created / Month
0
cases
👤
Customer Profiles
$0.005/profile/day utilised — imported data only; pure Connect data is free
$0.00
Profiles with only Amazon Connect-generated contact history data are free. Profiles with imported/merged data (CRM, ordering systems, custom attributes) cost $0.005 per profile per day when utilised (read, search, merge, or export). AWS caps daily utilisation charges at 30% of stored profiles. Profiles with >100 objects incur an additional $0.005 per 100 objects per day when utilised.
Total Profiles Stored
% with Imported Data ?
%
% Utilised Daily ?
%
Avg Objects per Profile ?
🔌
External Voice Connector
$100/connector/day + $0.032/min for 3rd-party voice integration
$0.00
Required when Amazon Connect receives voice from a 3rd-party system (Cisco, Avaya, Genesys, etc.) for analytics. $100 per connector per active day — even when idle during business hours — plus $0.032/min for audio processed.
Number of Connectors
Active Days / Month
Voice Minutes Analysed / Month
🧠
Custom AI / Bedrock (optional)
AgentCore Gateway & Knowledge Bases — billed separately by Amazon Bedrock
$0.00
⚠️ These costs are billed separately by Amazon Bedrock — they are not part of your Amazon Connect invoice. They are shown here for completeness. Actual Bedrock charges depend on model selection, token usage, and vector store configuration.
Bedrock AgentCore Gateway billed by Bedrock
AgentCore Gateway lets agents securely access tools (APIs, Lambda, MCP servers). Rate: $5.00 per 1M InvokeTool API calls ($0.005 per 1,000). AgentCore pricing →
Tool Invocations / Month ?
calls
Bedrock Knowledge Bases billed by Bedrock
Knowledge Bases enable RAG for your AI agents. The KB orchestration layer is free; you pay for the vector store you choose. Bedrock pricing →
Queries / Month ?
Vector Store Type ?
⚖️
AI Unlimited vs A La Carte — Side-by-Side Comparison
Based on your current inputs — see which pricing mode saves you more
Cost ComponentAI Unlimited / moA La Carte* / moDifference
Fill in usage above to populate this comparison.

* A La Carte estimate uses base channel rates only — without optional AI add-ons. Switch to A La Carte mode and enable add-ons for the most accurate A La Carte cost.

How Amazon Connect Pricing Works in 2026

Amazon Connect is entirely pay-as-you-go — no seat licences, no minimum commitments, no upfront fees.

📦 AI Unlimited (Bundled)

One price per channel covers all AI features — Lex self-service, Contact Lens analytics, Amazon Q real-time agent assist, screen recording, forecasting & scheduling, and performance evaluations.

  • Voice: $0.038/min
  • Chat: $0.010/msg
  • Messaging: $0.014/msg
  • Email: $0.080/email

🧩 A La Carte

Lower base channel rates with AI features purchased individually. Best for deployments that need only basic routing without full AI capabilities.

  • Voice: $0.018/min
  • Chat: $0.004/msg
  • Messaging: $0.010/msg
  • Email: $0.050/email

📞 Telephony

Two charges: a per-day fee for each phone number you own, and a per-minute carrier rate for PSTN calls. Rates vary by country and number type.

  • US DID: $0.030/day + $0.0022/min in + $0.0048/min out
  • US TFN: $0.060/day + $0.0050/min in

🌍 Region & Service Rates

Amazon Connect service charges (voice, chat, email, tasks, cases) are the same across all AWS regions. Telephony rates vary by country — see the Global Telephony section on the AWS pricing page.

Top Ways to Reduce Your Amazon Connect Costs

Strategic decisions that can meaningfully lower your monthly AWS Connect bill.

💡 Choose the Right Pricing Mode

  • AI Unlimited is cheaper when you use 2+ a la carte add-ons (Contact Lens + Amazon Q already costs $0.023/min vs $0.020 premium)
  • A La Carte suits basic voice-only deployments with no AI features
  • Use the comparison table above to see which saves more for your usage

💡 Deflect Calls to Digital Channels

  • Chat at $0.010/msg vs voice at $0.038/min — a 5-min call = ~19 chat messages in cost
  • Lex self-service IVR resolves 20–40% of contacts before reaching agents (included in AI Unlimited)
  • Web/in-app calling eliminates PSTN telephony charges entirely

💡 Optimise Telephony

  • Release unused DID/TFN numbers — the day rate applies with zero calls
  • Shared trunking ($0 day rate) for eligible countries
  • Reduce hold/IVR time — every minute costs $0.0022+ in carrier fees on top of the service charge

💡 Manage External Connectors

  • Connectors cost $100/day — even when idle during business hours
  • Shut down connectors outside business hours where architecture allows
  • Consolidate to fewer connectors — one connector can handle multiple concurrent streams

Frequently Asked Questions

Common questions about Amazon Connect pricing and cost estimation.

What is included in Amazon Connect AI Unlimited pricing? +
AI Unlimited bundles all AI capabilities into the base channel rate: Contact Lens conversational analytics and post-call summaries, Amazon Q in Connect real-time agent assistance, end-customer self-service with Amazon Lex (included, no separate Lex charges), screen recording, forecasting & scheduling, and performance evaluations. You pay $0.038/min for voice and $0.010/msg for chat with no additional per-feature charges.
Does Amazon Connect pricing vary by AWS region? +
The Amazon Connect service charges (voice per-minute, chat per-message, email, tasks, cases) are identical across all AWS regions. Telephony rates (DID/TFN day rates and per-minute carrier charges) vary by country — a US DID costs $0.030/day + $0.0022/min inbound while a DE DID costs $0.030/day + $0.0059/min inbound.
What is the difference between Contact Lens and Amazon Q in Connect? +
Contact Lens provides post-contact analytics: transcription, sentiment analysis, category tagging, and post-call summaries that agents review after a call. Amazon Q in Connect (formerly "Contact Lens real-time agent assist") provides live AI-generated suggestions to agents during an active call. Both are included in AI Unlimited. In A La Carte mode, Contact Lens voice analytics cost $0.015/min and Amazon Q voice assist costs $0.008/min.
Are Amazon Lex charges separate from Amazon Connect? +
In AI Unlimited mode, Amazon Lex requests originating from your Amazon Connect instance are included at no additional charge. In A La Carte mode, you pay the Connect self-service add-on ($0.008/min voice or $0.0015/msg chat) and Lex is charged separately at standard Lex rates.
How are SMS costs calculated? +
SMS has two separate charges: (1) Amazon Connect messaging service charge — $0.014/msg (AI Unlimited) or $0.010/msg (A La Carte) for all messages sent and received. (2) SMS delivery charge via Amazon End User Messaging (separate service) — varies by country, carrier, and number type. For US 10DLC: ~$0.00883/outbound message and ~$0.0075/inbound message.
How much does Amazon Connect cost for 100 agents? +
There are no per-agent seat charges in Amazon Connect. You pay only for what you use: minutes, messages, tasks, cases, etc. For a 100-agent centre handling 200,000 inbound minutes/month (AI Unlimited, US DID): voice service $7,600 + DID day rates ~$90 + telco carrier ~$440 = ~$8,130/mo. Load the "Enterprise" scenario above to see a full breakdown.
ℹ️
Pricing Accuracy & Assumptions

This calculator reflects Amazon Connect pricing as published on the official AWS pricing page (v2.1 — March 2026). Rates verified against aws.amazon.com/connect/pricing. It excludes: taxes and telecommunications surcharges. Polly, Lex, Bedrock AgentCore, Bedrock Knowledge Bases, 3P STT/TTS costs, and SMS delivery fees are excluded from the Connect total and shown separately where applicable. Telephony rates shown are representative — actual carrier rates vary by country. UIFN rates are indicative only and require minimum 5 country activation. Customer Profile 100+ object surcharges are calculated at $0.005 per additional 100-object block per utilised profile per day. Always verify at aws.amazon.com/connect/pricing before making purchasing decisions.

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