Amazon Connect
AWS’s cloud contact center — an omnichannel (voice + chat) service you configure in a console instead of standing up telephony hardware. Pay-as-you-go, integrates with Lambda for custom logic and S3 for call recordings.
Pricing Model
- Pay as you go — per-minute for voice, per-message for chat; no upfront commitment.
- S3 stores recorded calls and chat transcripts.
- Lambda runs custom actions mid-flow (look up a customer, call an API, fetch a balance).
Core Concepts
- Contact flow — defines a customer’s experience end to end: welcome, identity/biometrics, self-service (e.g. balances), routing to an agent, and post-call surveys. Built in the drag-and-drop flow designer.
- Queue — where contacts wait before an agent is available.
- Routing profile — determines which queues (and which channels — calls vs chat) an agent receives.
Omnichannel
One agent workspace across voice and chat, with routing that balances an agent’s work across channels rather than treating them separately.
Typical Flow Stages
- Welcome / greeting
- Identity verification (including voice biometrics via Amazon Connect Voice ID)
- Self-service — balances, status, simple transactions
- Route to an agent through the right queue
- Post-contact survey
Extending Connect