Amazon Connect Unveils New Simplified Pricing Model

Big news out of Enterprise Connect this week!!

Amazon Connect introduced a reimagined pricing model that bundles its powerful AI capabilities into a single, per-minute rate. This new model includes Contact Lens (with conversational analytics, performance evaluations, and screen recording), agent scheduling, AI-powered voice and chat, and Amazon Q in Connect—all in one comprehensive price.

Importantly, this new pricing model is optional and exists alongside the current modular pricing structure.

Here’s what you need to know:

• You’ve got options: Stick with the existing à la carte pricing or explore the new all-in-one AI model.
• Try before you decide: Commit to the new model for at least 30 days to fully test its value.
• No long-term lock-in: Don’t love it? You can switch back to the original pricing model after your billing cycle ends.

Our take?
It really depends on your use case. If you're already leveraging Amazon Q, Contact Lens, or other AI-driven features, the new pricing could offer cost savings and simplified billing.

If you're not yet using any AI features but are considering them, it's worth running a cost comparison first.

Important note: The two pricing models can't be mixed—it's one or the other.

You can find more details in the AWS documentation I’ve linked.

https://docs.aws.amazon.com/connect/latest/adminguide/enable-nextgeneration-amazonconnect.html

Not sure which pricing model is right for you?

Choosing between Amazon Connect’s new AI-powered pricing and the existing modular model can be tricky.

We’d be happy to walk you through the differences and help you determine the best fit for your business.

Let’s Connect – Reach out to us for a quick comparison and expert guidance.