# Amazon Connect Software Pricing, Alternatives & More 2026 | Capterra > With the help of Capterra, learn about Amazon Connect Software - reviews, pricing plans, popular comparisons to other Telephony products and more. Source: https://www.capterra.com/p/234575/Amazon-Connect --- # Amazon Connect Software Review 2026: Features, Integrations, Pros & Cons Last updated on March 13, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) Amazon Connect ## What is Amazon Connect? Amazon Connect is a cloud-based contact center service offering cost-effective customer service with technologies, including machine learning, interactive voice response, and intelligent call routing. It enables companies to provide personalized experiences across channels such as voice, chat, and messaging. Agents can deliver superior experiences using an AI-powered workspace that offers a comprehensive view of the customer. The AI assistant provides real-time responses and recommended actions, reducing training time and after-contact work. Amazon Connect provides analytics and optimization tools for real-time insights, agent performance evaluation, and tailored coaching to enhance customer satisfaction. Workforce management features help forecast contact volume and optimize agent utilization. ## What is Amazon Connect used for? [Call Center](https://www.capterra.com/call-center-software/)[Contact Center](https://www.capterra.com/contact-center-software/)[Chatbot](https://www.capterra.com/chatbot-software/) Top alternative Featured Overall rating Based on 91 user reviews Reviews sentiment Positive 91% Neutral 7% Negative 2% Contact vendor for pricing Free trial available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for Amazon Connect?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=https://aws.amazon.com/&name=Amazon Connect) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### Amazon Connect 4.5 (91) VS. [4.7 (855)](https://www.capterra.com/p/169627/RingOver/reviews/) Starting Price Contact vendor Starting Price $29 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.5 (91) Ease Of Use 4.8 (855) Value For Money 4.3 (81) Value For Money 4.5 (767) Customer Service 4.4 (84) Customer Service 4.6 (786) ## Amazon Connect alternatives Highest Rated [4.8 (312)](https://www.capterra.com/p/29589/CallCenterNOW/reviews/) Starting price $25.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 98% of reviewers rated it above 4 stars [4.7 (1,753)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [4.6 (130)](https://www.capterra.com/p/136728/Readymode/reviews/) Starting price $199.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 92% of reviewers rated it above 4 stars [4.4 (4,071)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $39.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/234575/Amazon-Connect/alternatives/) ## Features Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically. Multi-Channel Communication 4.5 (63) 84.13% of 63 reviewers that rated this feature as important or highly important Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Call Recording 4.3 (54) 81.48% of 54 reviewers that rated this feature as important or highly important Record the audio of phone conversations for quality assurance purposes Call Center Management 4.7 (42) 83.33% of 42 reviewers that rated this feature as important or highly important Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Automated Routing 4.5 (37) 72.97% of 37 reviewers that rated this feature as important or highly important Tickets are automatically assigned to specific agents based on predefined rules IVR 4.5 (35) 74.29% of 35 reviewers that rated this feature as important or highly important Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response Reporting/Analytics 4.5 (32) 87.50% of 32 reviewers that rated this feature as important or highly important View and track pertinent metrics to find patterns and gain insights from data Amazon Connect 32 features Track and document all activities across devices, networks, and other systems Application programming interface that allows for integration with other systems/databases Automatic reply functionality for incoming messages Tickets are automatically assigned to specific agents based on predefined rules Distribute/route/connect calls Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Listen to live phone conversations for the purpose of training and assessing agent performance Record the audio of phone conversations for quality assurance purposes Sends voice calls to a specific queue based on predetermined criteria Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number Schedules callback times Identify the number and contact information of a caller before answering the phone Create a collection of marketing actions to complete specific goals and plan and analyze campaign results Communicate using direct chat or messages within the system Manage, organize, and store contact information Assembly of graphs and charts for visualizing and tracking statistics/metrics Use AI to generate content in the form of text, images, videos, etc. Track interaction history by documenting conversations for contacts Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response Manage contacts across multiple mailing lists Observe and track the demand, usage, progress or quality of a system, product, or user Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Process and analyze human language in text or audio form A call center that primarily makes calls, typically sales focused System calls multiple numbers at once and connects the agent to the first number that answers Active monitoring of systems, applications, or networks Active reporting of data and metrics View and track pertinent metrics to find patterns and gain insights from data Set up connections to third-party platforms to improve business processes Computer-based system that allows users to send and receive voice messages Place/receive calls through voice over IP connection A set of processes to optimize the productivity of its employees Get Advice We can help you find the software with the features you need. Features 4.4 (91) 4.4 Based on 91 reviews ## Pricing Value for money 4.3 (81) ### Starting price Contact vendor for pricing Free trial available [View all Pricing Plans](https://www.capterra.com/p/234575/Amazon-Connect/pricing/) Value for money 4.3 (81) 4.3 Based on 81 reviews ## Integrations [ Zoho CRM](https://www.capterra.com/p/155928/Zoho-CRM/)[ Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[ Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[ Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[ Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[ UiPath](https://www.capterra.com/p/135186/UiPath-Robotic-Process-Automation/)[ CXone Mpower](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)[ ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.4 (84) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.4 (84) 4.4 Based on 84 reviews ## User reviews Overall rating 4.5 Based on 91 reviews Filter by rating 5(54) 4(29) 3(6) 2(2) 1(0) Mentioned topic Sorted by most recent AU Anonymous User Owner Apparel & Fashion ### "Good, customizable service" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 March 19, 2026 Positive! I quite enjoy using the software. It is easy to use if you know what your doing and what you need Pros I find it super easy to use and manage. I find it super simple and easy. Super customizable as well. Cons How customizable it can be is a bit of a challenge at times. Its very much lego like in how you build everything Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AU Anonymous User Digital Marketing Marketing and Advertising ### "Scalable and diverse for marketing needs, but wish UI was better" 4.0 Overall Rating 4.0 4.0 Ease of Use 3.0 3.0 Features 5.0 5.0 Customer Service 0.0 0.0 Likelihood to Recommend 6/10 March 5, 2026 Pros Omnichannel marketing, highly scalable, AI features and functionalities, cloud-based, but integrates well with existing products Cons hard to learn, not beginner friendly, limited reporting capabilities, UI is not the most intuitive, wish it was easier to navigate Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Victoria H. HR Director Insurance ### "Not the most efficient system " 2.0 Overall Rating 2.0 2.0 Ease of Use 1.0 1.0 Features 1.0 1.0 Customer Service 2.0 2.0 Likelihood to Recommend 1/10 February 24, 2026 My overall experience has unfortunately been awful, I have asked to use my personal phone instead and get reimbursed for calls. Pros The only thing I like about Amazon Connect is we don't have to use our personal phones and can you this line for external calls when it is working. Cons Almost Everything! You have to go to various steps to connect, sometimes it leaves blank messages, sometimes it does not connect and you have to put in a ticket and it takes awhile to get support. Then they just jump on teams when someone is available without a scheduled time. Also it is not reliable, many call saying they called me and it does not ring or allow messages sometimes. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AU Anonymous User Software Engineer Information Technology and Services ### "Good call center software" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 3.0 3.0 Likelihood to Recommend 9/10 January 18, 2026 Overall I like this product, it provide the basic calling and chat system to our customer, and it is reliable. Pros We use amazon connect to power out chat and call systems, amazon connect is a secure contact center software and the price is totally worth the money, there are some learning curve on how the software behaves, but overall good call center software. Cons It is very hard to customize Amazon Connect and there are documentation online about customizing the software but not as detail as a truely opensource software. Switched from [Twilio](https://www.capterra.com/p/180158/Twilio-Communications-Platform/) Twilio is lack of international coverage Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. YD Yanatha D. Consultant Entertainment ### "Amazon Connect - Connecting all the dots" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 November 16, 2025 My overall experience with Amazon connect has been a positive one. The conversational flow with Amazon Connect was excellent. Pros For the value for money, learning curve, conversational flow, security, and call management Amazon Connect can't be beat. I've have no bugs and issues and the chat has been super helpful Cons There is nothing that I like least about Amazon Connect. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. CR Clara R. QA Manager Information Technology and Services ### "Flexible and reliable contact center solution with high communication quality." 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 October 22, 2025 My team find a smooth setup and a stable performance, and great scalability for managing and testing communication workflows. Pros Amazon connect is easy to integrate with AWS ecosystem, the learning curve is short and manageable, it has flexible call flows, and great testing options for QA validation. Cons The UI can feel a bit complex for new users, and reporting dashboards could be more intuitive and customizable. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. EA Elgiz A. Software Engineer Financial Services ### "Easiest and most effective communications tool on the market." 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 August 10, 2025 Very positive and easy to set up with not much background knowledge and very easy to integrate with rest of the system. Pros The most favorite thing is how easy it is to setup and scale. It is very easy to integrate with the rest of the tools and honestly one stop shop for Customer Agents. Cons Although it is one of the best tools in the market, it comes at a cost but most of the times this cost is absolutely worth it. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AU Anonymous User Freelance Reviewer Marketing and Advertising ### "Great option for managing clients calls" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 August 9, 2025 my overall experience with Amazon connect is positive since it provides reliable platform for controlling both incoming and outgoing calls. it provides a good and clear quality for audios as well. Pros The first thing that i like most about Amazon connect is that you can use it easily and it managed all your costumers incoming and out going calls. also it helps you to save your time and energy since it evaluates the quantity of costumers. you have been referring to the right center for chatting and solving your bugs and issues. the other things is that all calls are monitoring so it does not need to repeat your problems again and again. it is a reliable choice for every businesses .i really admire this service. Cons the things that i like least is that the initial setup may takes much time and needs a certain knowledge so that not every one has this level of knowledge. and may be can be confusing for the new users. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. LG lorenzo g. dipendente Food & Beverages ### "assistenza clienti" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 August 7, 2025 esperienza nel complesso molto positiva, e sono contento che mi abbiano aiutato a risolvere il problema riguardante un loro prodotto Pros mi e' piaciuto il modo di comunicare con l'assistente e la collaborazione che quest'ultimo ha messo per aiutarmi a risolvere il problema Cons non ho trovato punti negativi, anche perche' sono stati efficienti nel loro lavoro e molto esaustivi Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. BR Brandon R. Finance Medical Devices ### "Support but it is necessary?" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 3.0 3.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 August 6, 2025 Pros The customer support that has been helpful and well knwoledge, as well the chat support that is accessible Cons Some bugs and issues that occurs in a frequent way, we have identify those and now we know how to fixed them but the ideal it's not to have them Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. [View all Reviews](https://www.capterra.com/p/234575/Amazon-Connect/reviews/) Popular comparisons [Ringover vs Amazon Connect](https://www.capterra.com/compare/169627-234575/RingOver-vs-Amazon-Connect) [Convoso vs Amazon Connect](https://www.capterra.com/compare/76768-234575/Cloud-Predictive-Dialer-vs-Amazon-Connect)  Independent research methodology Capterra's researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. [Learn more](https://www.capterra.com/resources/proprietary-data-research/) How Capterra verifies reviews Capterra carefully verified over 2.5 million+ reviews to bring you authentic software experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. 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