--- description: Learn more about Amazon Connect price, benefits, and disadvantages for businesses in Australia. Read reviews from verified users and discover similar tools that fit your business needs. image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: Amazon Connect Cost & Reviews - Capterra Australia 2026 --- Breadcrumb: [Home](/) > [Contact Centre Software](/directory/32035/contact-center/software) > [Amazon Connect](/software/1017140/amazon-connect) # Amazon Connect Canonical: https://www.capterra.com.au/software/1017140/amazon-connect Page: 1 / 5\ Next: [Next page](https://www.capterra.com.au/software/1017140/amazon-connect?page=2) > Cloud-based contact center solution that helps businesses streamline customer service processes across multiple channels. > > Verdict: Rated **4.5/5** by 96 users. Top-rated for **Likelihood to recommend**. ----- ## Overview ### Who Uses Amazon Connect? Contact centers, customer service departments, call centers, and customer support operations. ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.5/5** | 96 Reviews | | Ease of Use | 4.4/5 | Based on overall reviews | | Customer Support | 4.4/5 | Based on overall reviews | | Value for Money | 4.4/5 | Based on overall reviews | | Features | 4.4/5 | Based on overall reviews | | Recommendation percentage | 80% | (8/10 Likelihood to recommend) | ## About the vendor - **Company**: Amazon Web Services - **Location**: Seattle, US - **Founded**: 2006 ## Commercial Context - **Pricing model**: Usage Based (Free Trial) - **Pricing Details**: Please contact Amazon Web Services for pricing details. - **Target Audience**: Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based, Mac (Desktop), Windows (Desktop), Linux (Desktop), Chromebook (Desktop) - **Supported Languages**: Arabic, Basque, Brazilian Portuguese, Bulgarian, Catalan, Chinese, Croatian, Czech, Danish, Dutch, English, Estonian, European Portuguese, Finnish, French, Galician, German, Greek, Hebrew, Hindi, Hungarian, Icelandic, Indonesian, Irish, Italian, Japanese, Kazakh, Korean, Latvian, Lithuanian, Malay, Norwegian, Polish, Portuguese, Romanian, Serbian, Serbian, Slovak, Slovenian, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Vietnamese - **Available Countries**: Afghanistan, Albania, Algeria, American Samoa, Andorra, Angola, Anguilla, Antigua and Barbuda, Argentina, Armenia, Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belgium, Belize and 205 more ## Features - Automated Responses - Automated Routing - Automatic Call Distribution - Call Center Management - Call Monitoring - Call Recording - Call Routing - Call Tracking - Callback Scheduling - Caller ID - Campaign Management - Contact Management - Customer Support - Dashboard - IVR - Interaction Tracking - List Management - Natural Language Processing - Predictive Dialer - Reporting/Analytics - Voice Mail - Workforce Management ## Integrations (39 total) - AWS Lambda - Aceyus - Amazon Aurora - Amazon DynamoDB - Amazon Lex - Amazon Pinpoint - Amazon Redshift - Apple Business Essentials - Bitext - CallMiner Eureka - Centrical - Clinc - Cresta - Cyara - DialogTech ... and 24 more integrations ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support ## Category - [Contact Centre Software](https://www.capterra.com.au/directory/32035/contact-center/software) ## Related Categories - [Contact Centre Software](https://www.capterra.com.au/directory/32035/contact-center/software) - [Chatbot Software](https://www.capterra.com.au/directory/32448/chatbot/software) - [IVR Software](https://www.capterra.com.au/directory/30231/ivr/software) - [Predictive Dialer Software](https://www.capterra.com.au/directory/30597/predictive-dialer/software) - [Call Recording Software](https://www.capterra.com.au/directory/30533/call-recording/software) ## Alternatives 1. [Ringover](https://www.capterra.com.au/software/169627/ringover) — 4.7/5 (884 reviews) 2. [DialedIn CCaaS](https://www.capterra.com.au/software/29589/callcenternow) — 4.8/5 (330 reviews) 3. [Convoso](https://www.capterra.com.au/software/76768/cloud-predictive-dialer) — 4.5/5 (395 reviews) 4. [Readymode](https://www.capterra.com.au/software/136728/Readymode) — 4.6/5 (144 reviews) 5. [LiveAgent](https://www.capterra.com.au/software/102188/liveagent) — 4.7/5 (1787 reviews) ## Reviews ### "Reliable and scalable" — 5.0/5 > **Sonu** | *24 April 2026* | Consumer Goods | Recommendation rating: 9.0/10 > > **Pros**: The biggest advantage for us has been how quickly we could get started without heavy setup. It’s fully cloud-based, so no infrastructure headaches. I also like how flexible the contact flows are, once you get used to it, you can build quite complex routing. Integration with other AWS services (like Lambda) is really useful for custom logic. Call quality has been stable most of the time, and scaling up agents during busy periods is very easy. > > **Cons**: The UI can feel a bit clunky at times, especially when managing multiple flows or debugging issues. Reporting is decent but not very advanced out of the box, we had to build custom dashboards to get deeper insights. Also, if you’re not familiar with AWS, there’s definitely a learning curve in the beginning. Some small configuration changes are not very intuitive. > > Overall, it’s been a reliable solution for our contact center needs. It works well, especially if you’re already using AWS services. We’ve been able to customize a lot of our workflows and improve how we handle customer calls. There were a few challenges initially while understanding the setup and integrations, but once things were in place, it’s been quite stable. Not perfect, but definitely a good long-term option for a scalable contact center. ----- ### "Scalable and User-Friendly Cloud Contact Center Solution" — 5.0/5 > **Piyusha** | *1 June 2026* | Hospital & Health Care | Recommendation rating: 9.0/10 > > **Pros**: What I liked most about Amazon Connect is its flexibility and seamless integration with other AWS services. The platform allows businesses to quickly set up and manage cloud contact centers without requiring large infrastructure investments. The call routing and call management features are highly customizable, which helps improve customer experience and agent productivity. I also appreciate the real-time analytics, monitoring tools, and easy scalability during high call volumes. The chat and communication features are useful for supporting customers across multiple channels. Another advantage is the intuitive user interface, which makes day-to-day operations relatively easy once the initial setup is completed. > > **Cons**: One drawback of Amazon Connect is that the initial setup and advanced configuration can be complex for teams without prior AWS knowledge. Some integrations and custom workflows may require technical expertise or developer support. There are also occasional bugs, call quality issues, or delays during peak usage, although they are not very frequent. Reporting customization can sometimes feel limited, and troubleshooting certain issues may take time. Additionally, customer support response times could be improved for more critical technical concerns. > > My overall experience with Amazon Connect has been very positive. It has helped streamline customer communication and improve operational efficiency through reliable cloud-based call management and omnichannel support features. The system is scalable, secure, and suitable for handling both inbound and outbound communication needs. I particularly value the flexibility of the platform and the ability to integrate with other AWS tools for automation and analytics. While there is a learning curve during setup and occasional technical issues, the overall reliability, functionality, and performance make it a strong choice for modern contact center operations. ----- ### "Flexible and Scalable Contact Center Solution" — 4.0/5 > **Tony** | *18 May 2025* | Facilities Services | Recommendation rating: 8.0/10 > > **Pros**: Easily scales up or down based on call volumes without upfront infrastructure investment. > > **Cons**: While basic setup is straightforward, building complex contact flows and integrations requires AWS expertise. > > Amazon Connect is a great contact center service, especially in terms of its flexibility, scalability, and integration capabilities within the AWS ecosystem. ----- ### "Reliable IVR with simple interface and ease of usage" — 5.0/5 > **Abhinash** | *26 July 2025* | Information Technology & Services | Recommendation rating: 10.0/10 > > **Pros**: The design of Amazon Connect is simple and easy to modify the contact flows. Along with bringing onboard new users the setup is relatively easy. Integrations with different CRM are also easy and simple to support. > > **Cons**: There needs to be a feature to complete certain actions on mass, such as creating queues, predefined attributes etc. These should be able to digest a csv and create in mass instead of having to force us to create them manually one at a time. > > It is an efficient way of tracking any tasks and provides useful analytics tool to record all customer interaction. At a glance, it allows you to see the call history to be able to better serve customer as the user is able to understand the history of the clients' concerns. ----- ### "Pros and cons of Amazon connect" — 3.0/5 > **Hariesh** | *27 July 2025* | Farming | Recommendation rating: 8.0/10 > > **Pros**: Ease of Use and Accessibility Scalability and Flexibility Integration and Customization Real-Time Analytics and AI Quick setup > > **Cons**: Steep learning curve and technical complexity Limited built-in features Customer support/service frustrations > > Amazon Connect receives positive feedback for its user-friendly interface, ease of deployment, and integration with other AWS services. However, some users find the platform has a steep learning curve, particularly for advanced features, and mention technical complexity when customizing call flows or integrating with external systems. ----- Page: 1 / 5\ Next: [Next page](https://www.capterra.com.au/software/1017140/amazon-connect?page=2) ## Links - [View on Capterra](https://www.capterra.com.au/software/1017140/amazon-connect) ## This page is available in the following languages | Locale | URL | | de | | | de-AT | | | de-CH | | | en | | | en-AE | | | en-AU | | | en-CA | | | en-GB | | | en-IE | | | en-IL | | | en-IN | | | en-NZ | | | en-SG | | | en-ZA | | | fr | | | fr-BE | | | fr-CA | | | fr-LU | | | pt | | | pt-PT | | ----- ## Structured Data