Amazon Connect
Pricing Calculator v4.0 — Jul 2026
Enterprise-grade cost estimation for every Amazon Connect service — voice, chat, SMS, email, Contact Lens, Amazon Q, Tasks, Cases & more. Compare Connect Customer Pricing vs Customer Basic.
🧑💼
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 Customer Basic mode. Both are included free in Connect Customer Pricing.
Total Agents ?
Avg Handle Time (min) ?
Agents on Forecasting & Scheduling ?
Agents on Performance Evaluations ?
⚠️
Agent utilization appears very high based on your inputs.
📞
Voice & Telephony
Inbound/outbound minutes, phone numbers, web & video calling
$0.00
Voice billing = (1) Service charge per minute (Connect Customer $0.038, Customer Basic $0.018) + (2) Telephony charge — phone number costs vary by region and country.
Call Volume
Inbound Minutes / Month ?
0
min
Outbound Minutes / Month ?
0
min
Estimate Minutes From Contact Volume
Connect voice service is billed per second with a 10-second minimum per contact, and carrier telephony is billed per second with a 60-second minimum. Entering raw minutes hides both. Model contacts instead and the minimums are applied for you — this matters most for short IVR-contained calls and for outbound attempts that never connect.
Phone Numbers & Carrier Telephony
Telephony is two charges, both on top of the Connect service rate: a per-number day rate and a per-minute carrier rate that differs for inbound and outbound. On 100,000 US inbound minutes the carrier charge alone is $220/month — the single most commonly omitted line in a Connect estimate.
Telephony Country
Number Type
Number of Phone Numbers
Override Day Rate ?
$/day
Legacy: Avg Cost per Number ?
$/mo
Web, Video & Screen Sharing
Web/In-App Audio ?
min
Video Minutes ?
min
Video Participants ?
Screen Sharing ?
min
Test & Simulate
Test & Simulate Voice Minutes ?
min
Test & Simulate Chat Messages
msgs
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
Delivery Fees — End User Messaging & SES
These are not Amazon Connect charges. SMS, WhatsApp and email each carry a separate delivery fee billed by Amazon End User Messaging or Amazon SES, and they are the most commonly forgotten line in a Connect estimate. US 10DLC runs about $0.00883 per outbound and $0.0075 per inbound message; WhatsApp is $0.005 in both directions; email averages about $0.00036. Rates vary by country, number type and carrier.
SMS Outbound Share ?
%
SMS Outbound Rate ?
$/msg
SMS Inbound Rate
$/msg
Avg Message Parts ?
Avg Email Delivery Fee
$/email
📣
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 voice rate ($0.038/min AI Unlimited · $0.018/min A La Carte). A separate $0.005/attempt processing fee applies to every outbound attempt regardless of channel. Telephony carrier charges still apply separately.
Unanswered attempts are not free. Every attempt is billed for a minimum of 10 seconds of voice service, so a campaign with a 25% answer rate pays for the other 75% too. In the AWS worked example the unanswered attempts generate as many billable minutes as the connected calls do.
Outbound Campaign Attempts / Month ?
attempts
Outbound Campaign Minutes / Month
0
min
Campaign Non-Voice Channels
Campaigns also run over email, SMS and WhatsApp. Campaign email is $0.0001 per email through Connect; SMS and WhatsApp carry no separate Connect charge but do incur End User Messaging delivery fees, which are picked up in the delivery fee section of the Chat card. Custom actions are billed as Lambda.
Campaign Emails / Month
Campaign SMS / Month ?
Campaign WhatsApp / Month
🤖
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/task (AI Unlimited) · $0.040/task (A La Carte)
$0.00
$0.070 per task (AI Unlimited) · $0.040 per task (A La Carte) — created via the agent workspace, API, or Create Task flow action.
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 ?
🎤
Voice ID Discontinued
Historical estimates only — support ended May 20, 2026
$0.00
⚠️
Discontinued: Amazon Connect Voice ID reached end of support on May 20, 2026 and is no longer available. This section is kept for reconciling historical bills and modelling past periods — leave it at zero for any forward-looking estimate. Migration guidance →
Each use of Voice ID to enroll a customer, verify identity, or check for fraud = 1 transaction at $0.025. Capturing opt-in/opt-out, deletion of voiceprints, and checking verification status are free. Re-authentication during a call = additional transaction. Bulk enrollment of a single caller or adding a fraudster to the watchlist = 1 transaction.
Enrollment Transactions / Month ?
Verification Transactions / Month ?
Fraud Detection Transactions / Month ?
🔌
External Voice Connector
$100/connector/day + $0.032/min (AI Unlimited) · $0.012/min (A La Carte)
$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 (AI Unlimited) or $0.012/min (A La Carte) for audio processed.
Number of Connectors
Active Days / Month
Voice Minutes Analysed / Month
🧠
AWS Infrastructure & Custom AI
Lambda · S3 · CloudWatch · Bedrock AgentCore · Knowledge Bases — billed separately by AWS
$0.00
⚠️
All costs in this section are billed separately by AWS — they do not appear on your Amazon Connect invoice. Enter them here for a complete total cost of ownership picture.
λ AWS Lambda billed by Lambda
Lambda is the #2 cost in most Connect deployments — every Invoke block, DynamoDB lookup, and post-call processor triggers it. Pricing: $0.20/1M requests + $0.0000166667/GB-second. First 1M requests and 400K GB-seconds/month are free.
Invocations / Month ?
Avg Duration (ms) ?
Memory (MB)
Contacts / Month (auto-estimate) ?
Invocations per Contact ?
🪣 S3 Storage billed by S3
Call recordings, chat transcripts, Contact Lens output, and CTR exports land in your S3 buckets. S3 Standard: $0.023/GB/month. Lifecycle to S3-IA or Glacier after 90 days can cut costs by 80%+.
New Recordings / mo (GB) ?
GB
Transcripts / mo (GB) ?
GB
Total Stored (GB) ?
GB
Storage Class
Recording Format ?
% of Calls Recorded
%
Other Exports / mo (GB) ?
GB
📊 CloudWatch Logs & Metrics billed by CloudWatch
Contact flow logs, Lambda logs, and CCP diagnostics all go to CloudWatch. Ingestion: $0.50/GB (first 5 GB free). Storage: $0.03/GB/mo. Custom metrics: $0.30/metric/mo (first 10K free). Dashboards: $3/mo. Alarms: $0.10/mo.
Log Ingestion / mo (GB) ?
GB
Log Storage (GB) ?
GB
Custom Metrics ?
Dashboards ?
Alarms ?
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 ?
Knowledge Base Content Size ?
GB
Override Monthly Floor ?
$/mo
🧱
Adjacent AWS Services
Streaming, data lake, BI and lookup tables — typically 5–15% of a real deployment
$0.00
A production Connect deployment rarely stops at Connect. Contact records stream through Kinesis, land in S3 via Firehose, get catalogued by Glue, queried by Athena and surfaced in QuickSight, while flows read lookup data from DynamoDB. None of it appears on the Connect pricing page, and all of it appears on the bill. Rates below are us-east-1 on-demand list prices.
Kinesis Data Streams & Firehose CTR / agent event / contact lens streaming
Kinesis Shards ?
PUT Payload Units / mo ?
millions
Firehose Ingestion / mo
GB
Data Lake — Glue & Athena
Glue Crawler / ETL ?
DPU-hr/mo
Athena Data Scanned ?
TB/mo
QuickSight
Authors ?
Readers ?
DynamoDB flow lookup tables, prompt config, state
Write Requests / mo
millions
Read Requests / mo
millions
Stored Data
GB
⚖️
Connect Customer Pricing vs Customer Basic — Side-by-Side Comparison
Based on your current inputs — see which pricing mode saves you more
With this on, Customer Basic is costed with the same capabilities that Connect Customer Pricing bundles — conversational analytics, real-time agent assistance, screen recording, forecasting and scheduling, and performance evaluations. Turn it off to compare bare channel rates instead.
| Cost Component | Customer Pricing / mo | Customer Basic* / mo | Difference |
|---|---|---|---|
| Fill in usage above to populate this comparison. | |||
* Customer Basic estimate uses base channel rates only — without optional AI add-ons. Switch to Customer Basic mode and enable add-ons for the most accurate Customer Basic cost.
💰
Migration ROI — Amazon Connect vs Legacy CCaaS
Estimate savings versus Genesys, Cisco, Avaya, or Five9 per-seat licensing
Legacy CCaaS platforms charge per-agent seat licences — typically $80–$200/agent/month depending on tier and features. Amazon Connect has no per-agent seat charge. This section estimates your potential savings. Use for executive conversations and RFP responses. Adjust seat prices to match your actual vendor quotes.
Legacy Platform
Legacy Seat Price / Agent / Mo ?
$/mo
Infrastructure / Telecom Savings/mo ?
$/mo
Migration / Implementation Cost ?
$ one-time
Amortise Over (months)
Enter your agent count and Connect cost above to see the ROI comparison.
💰
Real-World Pricing Examples
See actual monthly costs for common Amazon Connect deployments
🚀
Small Start-up (10 agents)
- 5,000 voice minutes/mo
- 8,000 chat messages/mo
- 2 phone numbers
- Connect Customer Pricing mode
Estimated Monthly Cost
~$272/mo
🏢
Mid-size Company (50 agents)
- 50,000 voice minutes/mo
- 30,000 chat messages/mo
- 10,000 campaign minutes/mo
- 5 phone numbers
Estimated Monthly Cost
~$2,805/mo
🏦
Enterprise (200 agents)
- 300,000 voice minutes/mo
- 200,000 chat + messaging/mo
- 50,000 campaign minutes/mo
- 20 phone numbers
Estimated Monthly Cost
~$16,770/mo
💬
Chat-Only Centre (30 agents)
- 0 voice minutes
- 80,000 chat messages/mo
- 20,000 SMS messages/mo
- No phone numbers
Estimated Monthly Cost
~$1,080/mo
These are illustrative examples using Connect Customer Pricing mode. Actual costs vary based on specific usage patterns, telephony rates, and optional features. Use the calculator above for your precise estimate.
How Amazon Connect Pricing Works in 2026
Amazon Connect is entirely pay-as-you-go — no seat licences, no minimum commitments, no upfront fees.
📦 Connect Customer Pricing (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
🧩 Customer Basic
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 appendix.
Top Ways to Reduce Your Amazon Connect Costs
Strategic decisions that can meaningfully lower your monthly AWS Connect bill.
💡 Choose the Right Pricing Mode
- Connect Customer Pricing is cheaper when you use 2+ a la carte add-ons (Contact Lens + Amazon Q already costs $0.023/min vs $0.020 premium)
- Customer Basic 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 Connect Customer Pricing)
- Web/in-app calling eliminates PSTN telephony charges entirely
💡 Optimise Telephony
- Release unused phone numbers — each number costs monthly even with zero calls
- Negotiate better telephony rates with your carrier for high-volume deployments
- Reduce hold/IVR time — every minute incurs telephony and service charges
💡 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
🔍 Where these rates come from
Every Amazon Connect service rate in this calculator is taken from the AWS Connect Customer pricing appendix and was last verified on 31 July 2026. US telephony rates and the shared-trunking rate are quoted directly from that page. Telephony rates for other countries are indicative — AWS publishes over 100 countries in the Global Telephony table and re-prices regularly, so check them before putting a number in front of a customer. Rates for Lambda, S3, CloudWatch, Kinesis, Glue, Athena, QuickSight, DynamoDB, Polly, Lex and Bedrock are us-east-1 on-demand list prices and are billed by those services, not by Amazon Connect.
Third-party speech-to-text and text-to-speech provider fees are never included. Connect Customer Pricing includes configuration access to third-party models; the provider bills you separately for usage.
Frequently Asked Questions
Common questions about Amazon Connect pricing and cost estimation.
What is included in Amazon Connect Customer Pricing? +
Connect Customer Pricing (previously known as 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 Connect Customer Pricing. In Customer Basic 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 Connect Customer Pricing mode, Amazon Lex requests originating from your Amazon Connect instance are included at no additional charge. In Customer Basic mode, you pay the Connect self-service add-on ($0.008/min voice, $0.0015/msg chat, $0.020/inbound email) 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 (Connect Customer Pricing) or $0.010/msg (Customer Basic) 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 do Amazon Connect outbound campaigns cost? +
Outbound campaigns have two charges: (1) $0.005 per attempt processing fee for every outbound contact attempt regardless of outcome or channel — this covers orchestration, reporting, and analytics. (2) $0.045 per minute voice service charge for connected calls — this replaces the standard voice rate ($0.038/min Connect Customer Pricing, $0.018/min Customer Basic). Telephony carrier charges still apply on top.
Is Amazon Connect Voice ID being discontinued? +
Yes — it is already gone. Amazon Connect Voice ID reached end of support on May 20, 2026 and is no longer available to new or existing customers. See the AWS migration guide for alternatives. While it was billable it cost $0.025 per transaction for enrollment, verification, and fraud detection. This never affected the availability of the Amazon Connect service itself.
How much does a 100-agent Amazon Connect deployment cost? +
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 (Connect Customer Pricing, 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 (last verified: April 20, 2026). Rates verified against aws.amazon.com/products/connect/customer/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. 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/products/connect/customer/pricing before making purchasing decisions.
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