Amazon Connect
- What it is
- Cloud contact center as a service. Stand up an omnichannel (voice, chat, task, email) call center in minutes.
- Key traits
- Pay per minute of usage plus telephony — no licenses, no upfront hardware, no capacity planning.
- Drag-and-drop contact flow designer, no specialist telephony skills required.
- Built-in AI: Contact Lens for sentiment analysis and transcription, Amazon Q in Connect for agent assistance, Amazon Lex for self-service bots.
- Origin
- Built on the same contact center technology Amazon uses for its own customer service.
- Not to be confused with
- Amazon Simple Email Service (SES) — bulk email sending.
- Amazon Simple Notification Service (SNS) — system notifications and SMS alerts, not agent-handled conversations.