Amazon Connect Pricing:
The Complete 2025 Guide

With over 1 million daily interactions, Amazon Connect aims to lead the communication space as Amazon dominates e-commerce. But does it live up to the hype, or does it fall short compared to “The Everything Store”?

Below, we explore AWS’s pricing structure, key features, and how it stacks up against the competition.

Key Takeaways:

• Amazon Connect uses a pay-as-you-go model, making it flexible for businesses with changing call volumes or temporary needs. However, its pricing can be hard to predict because of its complex cost structure and extra fees for services like outbound calls and phone numbers.
• One of Amazon Connect’s strengths lies in its advanced AI capabilities, including real-time agent assistance and sentiment analysis. It also provides omnichannel communication and robust analytics, making it well-suited for businesses with dynamic or seasonal demands.
• Despite strong Amazon Connect features like AI and omnichannel support, its reliance on AWS and lack of Smart Dialers or native SMS limits its appeal for SMBs.

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Overview of Amazon Connect Pricing

Amazon Connect’s price model is based on a pay-as-you-go approach, where you only pay for the services you use. The total cost of each interaction comprises four key components:

• Amazon Connect service usage: You are charged for the total duration of the interaction. For example, a 7-minute call incurs a per-minute fee.
• Phone Number Costs: Each type of phone number—DID, toll-free, or UIFN—has a daily fee to stay active. The cost depends on the number type and region. For example, a DID number costs $0.03 per day in the US and $0.10 per day in Slovakia.
• Inbound Calls:  A per-minute charge is applied for each inbound call when customers call through the provided phone number. This cost is added to the base cost of the interaction. For example, in the U.S., the inbound rate for a DID number is $0.0022 per minute.
• Outbound Calls: When an agent transfers a call or makes an outbound call, there’s an extra per-minute fee. The cost depends on the destination and call type. For example, calls to U.S. numbers are $0.0048 per minute.

Example

A customer calls from an Amazon Connect number in the U.S., and an agent answers using the Amazon Connect softphone. During the call, the agent talks with the customer for 5 minutes and then transfers the call to another department, making an outbound call that lasts 6 minutes. In total, the call lasted 11 minutes.

The associated costs are:

• Amazon Connect service usage: You are charged for the total call duration (11 minutes) at a rate of $0.018 per minute.
  Calculation: 0.018 × 11 = $0.198.
• Daily cost of the DID number (customer’s number): A fixed daily fee of $0.03 is charged for using this number.
  Calculation: 0.03 × 1 day = $0.03.
• Inbound call to the DID number: Each minute of the inbound call (11 minutes) is charged at $0.0022 per minute.
  Calculation: 0.0022 × 11 = $0.0242.
• Outbound call to another department: The 6 minutes of the outbound call are charged at $0.0048 per minute.
  Calculation: 0.0048 × 6 = $0.0288.

Total Cost:
0.198 + 0.03 + 0.0242 + 0.0288 = $0.2810 (plus applicable taxes and fees).

Suppose a small call center makes an average of 50 calls like these per day. With approximately 22 working days in a month, the total monthly cost would be:

Monthly cost = 0.2810 × 50 × 22 = $309.10 (plus taxes and fees).

This is a simplified estimate, as not all calls will necessarily fall into the same category.

“ If anyone is developing a conventional app, then it might not be the best cost-wise option. Also, the pricing forecast and cost analyzer are inaccurate. ”

– Ravi R., Software Engineer at an SMB.

Amazon Connect Best Features

Amazon Connect call center software offers several standout features that users find particularly impressive:

• Omnichannel support: Designed from the ground up to be omnichannel, Amazon Connect provides a seamless experience across voice and chat for customers and agents.
• Customizable call flows: The platform offers a drag-and-drop interface for building call flows, allowing businesses to tailor customer interactions to their specific needs.
• Real-Time and Historical Analytics: Amazon Connect provides tools to monitor and analyze customer interactions, enabling businesses to gain insights into performance and make data-driven decisions.
• Global Reach: With support for multiple languages and regions, Amazon Connect allows businesses to effectively serve a diverse customer base.

CloudTalk vs. Amazon Connect: A Side-by-Side Breakdown

Short Overview of CloudTalk’s Plans and Pricing

Unlike Amazon Connect, CloudTalk provides a straightforward monthly subscription plan, making it much easier to understand and clearly outlining what you’re paying each month. Additionally, CloudTalk’s pricing model is per user,  allowing businesses to easily adjust costs as their team grows or shrinks, ensuring they only pay for what they need.

CloudTalk offers four pricing plans designed for growing and global teams that need advanced features at an affordable price:

• Starter: It’s a great fit for companies just beginning their operations, small teams with basic communication needs, and businesses working with limited budgets seeking affordable solutions.
  Key Features: Unlimited inbound and intracompany calls, Call Queueing, Call Flow Designer, Click-to-Call.
  Price: $25 per user/month.
• Essential Plan: This plan is ideal for small to medium-sized businesses that need more advanced communication features than those offered in the Starter plan, providing enhanced capabilities without the complexity of larger business phone systems.
  Key Features: Callback, SMS/MMS, Interactive Voice Response (IVR), Skill-Based Routing, Integrations + Open API.
  Price: $29 per user/month.
• Expert: It’s especially suited for companies with complex call routing needs, businesses handling high call volumes, and organizations that require advanced analytics and reporting.
  Key Features: Power Dialer, Smart Dialer, WhatsApp Inbound & Outbound Messages, Call Monitoring, VIP Queues.
• Custom Plan (price varies): The Custom plan is tailored for large enterprises’ contact centers and companies needing tailored reporting, integrations, and premium support.
  Key Features: Custom Onboarding, Unlimited Outbound Calls with Flat Rates, Enterprise-Level Security,  Developer Support.
  Price: Varies based on features and number of users.

CloudTalk Vs. Amazon Connect: Direct Comparison

Feature/Aspect

CloudTalk

Amazon Connect

Starting Price

$25 per user/month

Depends on usage

Inbound Calls

Unlimited, worldwide

Depends on usage and region

Domestic Calls

500 / 1,000 / Unlimited
Based on plan, worldwide

Depends on usage and region

Mobile Apps (iOS, Android)

Included in all plans

$0.01/minute

Toll-Free Numbers

Integrations

Advanced Call Flow Designer

Power Dialer

Smart Dialer

Predictive Dialer

Advanced Analytics

Agent Reporting

Call Monitoring

Skill-Based Routing

WhatsApp Integration

Call Transcription

Smart Notes

Transcript Search

Trending Topics

Sentiment Analysis

Call Summaries

CloudTalk Vs.Amazon Connect: Key Insights

We can draw several insights from our comparison of CloudTalk’s and Amazon Connect’s pricing and plans, including:

• Price: CloudTalk offers clear, transparent pricing, so you know exactly what you’ll pay monthly. In contrast, Amazon’s complex model can make monthly costs hard to predict. If you work at an SMBs, predictable expenses are vital to avoid cash flow issues that could disrupt operations.
• Dialers: CloudTalk offers both a Smart Dialer and a Power Dialer, features that can help you reach up to three times more prospects. Amazon Connect, on the other hand, offers only a Predictive Dialer.
• Insight  and oversight features: CloudTalk offers features such as Call Monitoring and Agent Reporting, designed to measure, analyze, and improve both performance and service quality in a call center.
• AI- powered features: Amazon Connect lacks advanced AI-powered features such as Transcript Keyword Search, Trending Topics and AI Smart Notes. These tools save time by reducing manual tasks and give valuable insights into customer interactions, making it easier for businesses to make data-driven decisions.

“Overall, CloudTalk has been a strategic win for our business. Data-driven insights, user-friendly interface, and cost efficiency – it’s the trifecta for any call center looking to improve performance.”

– Sienna B., Call Center Manager at an SMB.

Amazon Connect Pros & Cons

According to Amazon Connect’s reviews, these are the most notable pros and cons of Amazon Connect:

PROS:

• Ease of use: It offers a user-friendly interface that eliminates the need for coding skills. Its simple and intuitive design allows users to set up contact centers quickly, making it convenient for onboarding and training new call center staff.
• Cost-effectiveness: With a pay-as-you-go model, this solution avoids the need for long-term contracts. Additionally, there are no upfront licensing fees or minimum monthly charges, making it a cost-effective choice.
• Scalability and flexibility: Businesses can easily add or remove computing resources as needed. The platform also supports multiple communication channels, including voice, chat, and email, enhancing its versatility.

CONS:

• Technical limitations: Amazon Connect lacks native SMS support, needs Amazon Pinpoint integration, and sometimes has connectivity issues or call drops. Repeated logins can also be a hassle.
• Support and complexity: Support is expensive for small businesses, and the platform requires heavy customization with tools like AWS Lambda. It’s often seen as a “box of Legos” that needs extensive setup.
• Functionality challenges: Amazon Connect offers fewer features than competitors like Genesys PureCloud or Talkdesk. Enterprises may need specialized staff to manage it, and occasional system glitches can occur.

Get Transparent Pricing & Advanced Features—Tailored to Your Needs

Amazon Connect is a good option for businesses with fluctuating call volumes or those needing a contact center solution temporarily. Its pay-as-you-go model offers flexibility, but the pricing can be unpredictable and hard to estimate, which may pose challenges for small businesses managing tight budgets. 

Additionally, it lacks key features like advanced dialers and AI-powered tools, making it less ideal for businesses seeking a comprehensive and straightforward solution.

On the other hand, CloudTalk provides a more transparent and predictable pricing model, combined with advanced features such as Smart Dialers, AI-powered analytics, and reporting tools. For businesses seeking straightforward setup, global reach, and feature-rich plans, CloudTalk emerges as the superior choice—especially for SMBs or those scaling operations globally.

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Sources:

• Taking Stock of Amazon Connect’s Evolution
• Amazon Connect Reviews from TrustRadius