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Amazon Connect
A smarter contact centre — powered by AI, priced per minute
Amazon Connect with Lex and Bedrock gives you a cloud-native contact centre with conversational IVR, real-time agent assist and automatic call summarisation.
What Amazon Connect delivers
A fully managed cloud contact centre with AI built in from day one — not bolted on as an afterthought.
Natural Language IVR
Replace rigid phone trees with conversational AI powered by Amazon Lex. Callers speak naturally and get routed to the right outcome — without pressing buttons.
Real-Time Agent Assist
Amazon Q in Connect listens to live calls and surfaces relevant knowledge articles, suggested responses and next-best-action prompts to your agents in real time.
Call Summarisation and Analytics
Automatic post-call summaries generated by Bedrock. Sentiment analysis, topic detection and trend reporting across all your customer interactions.
Omnichannel Routing
Voice, chat, email and social channels managed from a single platform. Skills-based routing ensures every customer reaches the right agent first time.
Replace your legacy contact centre in weeks, not months
We will assess your current setup, design the target architecture on Amazon Connect and deliver a detailed migration plan — at no cost.
Pay-per-minute pricing
No per-seat licences, no minimum commitments, no setup fees. You only pay for what you use.
£0.018
per minute for voice
No per-seat licensing. You only pay for the minutes you use.
£0
minimum commitment
No contracts, no setup fees. Scale up or down as demand changes.
60%
typical cost reduction
Compared to traditional on-premise contact centre platforms.
Our implementation approach
01
Discovery and contact flow design
We map your existing call flows, identify automation opportunities and design the target IVR structure with natural language capabilities.
02
Build and integration
Amazon Connect instance setup, Lex bot configuration, CRM integration, queue and routing logic, and real-time agent assist with knowledge base ingestion.
03
Testing and agent training
End-to-end testing of every call path, load testing for peak volumes, and hands-on training for supervisors and agents on the new platform.
04
Go-live and optimisation
Phased number porting, real-time monitoring during cutover and ongoing optimisation of IVR flows, bot accuracy and agent assist relevance.
Frequently asked questions
Related AI services
See what Amazon Connect could save your business
Book a free discovery call and we will benchmark your current contact centre costs against an Amazon Connect deployment.