Amazon Connect Pricing: Suitable for Small Business Budgets?

Senior Writer: Dharmik Joshi

Date: September 12, 2024

Have you ever wondered how to improve your customer service without breaking the bank? As a small business, finding the right call center solution can be a challenge.

You need a system that not only improves customer interactions but also fits within your budget.

This is where Amazon Connect comes in. Amazon’s cloud-based contact center solution promises to streamline customer service while growing your business.

But the big question remains: Is Amazon Connect pricing suitable for small businesses? While the pay-as-you-go model may sound appealing, it’s crucial to dive deeper to see if it truly meets your financial expectations.

Pro-tip

If you're on a tight budget, start with Amazon Connect's free tier to test its features and scalability. Monitor your usage closely to avoid unexpected charges, and consider integrating third-party tools to manage costs efficiently as your call volumes grow.

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Breaking Down Amazon Connect Pricing

When implementing Amazon Connect as your call center solution, it’s important to understand its pricing model.

Amazon Connect operates on a pay-as-you-go basis, meaning you only pay for the services you use. This flexibility can be beneficial for businesses with fluctuating call volumes.

However, to avoid unexpected costs, it’s crucial to break down the various components that contribute to Amazon Connect’s overall pricing.

1. Amazon Connect Voice Service Costs

Amazon Connect’s voice service costs are primarily divided into two categories: voice service usage charge and communication service costs.

• Voice Service Charges: These are billed per minute for inbound and outbound calls, with a minimum billing for end customer call duration of 10 seconds. The rates are as follows:
• Inbound voice call usage cost: $0.018 per minute
• Outbound voice call usage cost: $0.018 per minute

For example, if a customer calls a business’s Direct Inward Dialing (DID) number and speaks with an agent for 5 minutes, the voice service charge would be calculated as follows:

Voice Service Charge=5 minutes×0.018 USD minute=0.09 USD

• Communication Service Costs: These include the daily costs associated with the phone numbers used for calls:
• DID numbers: $0.03 per day in the US
• Toll-free numbers: $0.06 per day in the US
• Universal international freephone numbers: Starting from $1.2 per day, if available.

Additionally, telephony rates for inbound calls are:

• DID numbers: $0.0022 per minute
• Toll–free numbers: $0.0120 per minute

Using the previous example, if the same call lasted for 5 minutes, the total cost would be:

Total Cost=Voice Service Charge+Daily Charge+Telephony Rate

=0.09+0.03+(0.0022×5)=0.09+0.03+0.011=0.131 USD

2. AWS Connect Charges for In-App, Web, and Video Calls

AWS Connect also supports in-app, web, and video calls, which are charged separately. The voice service charges for these calls are typically $0.018 per minute, but the specific rates can vary based on the type of call and the region. Both the customer and the agent use video for the entire call. The charges break down as follows:

For example, if a customer makes a seven-minute video call, the costs would be calculated as follows:

• Voice Service Charge: $0.018 per minute
• Video Call Charge: $0.015 per minute

If the call lasts for 7 minutes, the total cost would be:

Total Cost=(0.018×7)+(0.015×7)=0.126+0.105=0.231 USD

3. AWS Connect Pricing For Outbound Voice Campaigns

When using AWS Connect for outbound voice campaigns, businesses incur additional charges. The pricing structure typically includes:

• Voice Service Charges: $0.025 per minute for connected calls.
• Telephony Charges: These may include the cost of the phone number used and the per-minute rates for calls.

For example, if a business runs an outbound campaign with 1,500 connected calls, each lasting an average of 30 seconds, the total duration would be:

Total Duration=1,500 calls×0.5 minutes=750 minutes

Assuming a 25% connection rate, the billable connected call duration would be:

Billable Minutes=750 minutes?30 minutes free =720 minutes

The total cost for the voice service would be:

Total Cost=720 minutes × 0.025 = 18USD

4. AWS Connect Fees for Omnichannel Messaging and Chat

In addition to voice services, AWS Connect supports omnichannel messaging and chat services. The pricing for chat interactions is typically based on the number of active chat sessions per month.

• Chat Pricing: $0.004 per minute for chat interactions.
• SMS: $0.01 per message
• Chat experiences using step–by–step guides: $0.005 per message

If a business has 1,000 active chat sessions lasting an average of 5 minutes each, the total cost would be:

Total Cost=1,000 sessions×5 minutes session×0.004=20 USD

5. Costs for Additional Features in AWS Connect

Beyond the core services, AWS Connect offers several optional features that businesses can choose to improve their contact center operations. While these features can provide significant value, they come at an additional cost.

• Client profiles: They can be made for free with the data from Amazon Connect. There is a $0.0025 fee for other customer profiles.
• Amazon Q in Connect: You will receive a bill for $40 per agent each month.
• Voice ID: This incurs monthly fees of $0.025 per transaction.
• Voice call conversational analytics: Starting at $0.015 per minute.
• Chat message conversational analytics: Starting at $0.0015 per message.
• Real-time performance evaluation: This costs around $12 per agent per month.
• Screen recording: The cost per minute of recording is $0.006.

Explore More : Cloud Contact Center Solutions – Features, Benefits & Top Providers

Why Call Centers Choose CallHippo Over AWS Connect?

Despite Amazon Connect’s flexibility, many small businesses and call centers choose alternatives like CallHippo. Why?

The reason lies in the simplified pricing model and ease of use that CallHippo provides. Let’s dive into the specifics:

These factors make CallHippo a popular choice for small and medium-sized businesses looking to optimize their call center operations without the complexity or hidden costs associated with Amazon Connect.

Introducing CallHippo AI for Call Centers

To help call centers stay competitive in an increasingly automated world, CallHippo has introduced CallHippo AI. This powerful tool uses machine learning and natural language processing to improve your call center’s capabilities.

Here’s how CallHippo AI is transforming the industry:

1. AI-Powered Call Analytics

CallHippo AI analyzes every customer interaction to provide valuable insights. Whether it’s identifying common customer pain points or evaluating agent performance, these analytics can help businesses make data-driven decisions that improve their service quality.

This feature is available as part of CallHippo’s package, whereas Amazon Connect requires additional integrations and costs to access similar capabilities.

2. Smart IVR (Interactive Voice Response)

Smart IVR systems powered by AI can route calls to the most appropriate agent, reducing wait times and improving the customer experience.

CallHippo AI learns from previous interactions, becoming more efficient over time. Amazon Connect also offers IVR capabilities, but configuring them can be complex and costly.

3. Automated Call Transcriptions

CallHippo AI automatically transcribes calls, making it easier for teams to review conversations, track keywords, and maintain records. This feature is invaluable for training, compliance, and quality assurance purposes.

While Amazon Connect offers similar features, CallHippo’s AI does this seamlessly as part of the platform’s core functionality without requiring additional expenses.

4. Real-Time Sentiment Analysis

Understanding customer sentiment during calls can provide instant feedback to agents, allowing them to adjust their approach on the fly.

CallHippo AI delivers real-time sentiment analysis, ensuring that agents can improve customer satisfaction in real time.

Did You Know?

Businesses that implemented AI-driven call center solutions saw a 30% increase in customer satisfaction within the first year. (Source)

Wrapping Up

When it comes to choosing between Amazon Connect and CallHippo, small businesses must weigh the pros and cons based on their specific needs. Amazon Connect offers robust, scalable solutions that are perfect for businesses expecting to grow rapidly and manage fluctuating call volumes.

However, the complexity of Amazon Connect cost and the additional pricing for advanced features may make it less suitable for businesses with limited budgets or those who prefer predictable, transparent costs.

On the other hand, CallHippo provides a user-friendly, AI-powered call center solution that is tailored to small and medium-sized businesses. Ultimately, both platforms have their merits, but for small businesses seeking simplicity, affordability, and innovation, CallHippo may be the better option.

FAQs

1. What is Amazon Connect?

Amazon Connect is a cloud-based contact center service from Amazon Web Services (AWS) that enables businesses to manage every end-customer interaction across various channels, including voice, chat, and tasks. It’s designed to scale with businesses of all sizes and offers a pay-as-you-go pricing model.

2. Is there a free tier for Amazon Connect?

Yes, Amazon Connect offers a free tier that allows businesses to get started with their call center operations. The free tier includes 90 minutes of outbound or inbound call per month and a basic level of service for 12 months. However, additional features and services beyond the free tier may incur costs.

Dharmik Joshi

Dharmik Joshi is a seasoned writer with a strong background in business management and content marketing. With hands-on experience in creating content for VoIP and telephony solutions, he has developed a keen understanding of the technical and business aspects of these technologies. Dharmik ensures that complicated ideas are communicated in an engaging and clear way, having helped to the introduction of various VoIP products.

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