JSON twin: https://www.healthaidb.com/software/amazon-connect.json
Amazon Web Services
https://aws.amazon.com/connect/
Amazon Connect is an AI-native, cloud-based omnichannel contact center service from AWS that enables healthcare organizations to run secure, scalable patient and provider engagement (voice, chat, SMS, email, and outbound campaigns).
A managed Contact Center-as-a-Service (CCaaS) platform offering omnichannel routing, conversational IVR/chatbots, generative-AI agent assistance (Amazon Q), analytics and quality management (Contact Lens), workforce optimization, and outbound campaign automation. Integrates with AWS AI/ML and data services and with EHR/CRM systems via partners for healthcare-specific workflows (appointment reminders, patient access, care coordination). Pricing is pay-as-you-go; AWS hosts and operates the service globally.
yes
2006
Hosted in AWS regions selected by customer (multi-region choices including US, EU, APAC via AWS Regions)
P0093
2025-09-07
commercial/proprietary
Pay-as-you-go (usage-based CCaaS pricing for voice, chat, telephony and AI features). Public pricing and examples on AWS Connect pricing page; contact vendor or AWS sales for enterprise quotes and volume discounts.
subscription
2017
product
1.0
{
"company_name": "Amazon Web Services",
"company_url": "https://aws.amazon.com",
"company_offices": [
"United States",
"United Kingdom",
"Germany",
"India",
"Canada",
"Australia",
"Japan",
"Singapore",
"Brazil",
"France"
],
"company_founding": "2006",
"product_url": "https://aws.amazon.com/connect/",
"categories": [
"administrative",
"communication",
"contact center",
"telephony",
"customer service",
"cloud service",
"analytics"
],
"market_segment": [
"enterprise",
"smb"
],
"links": [
"https://aws.amazon.com/connect/",
"https://docs.aws.amazon.com/connect/",
"https://aws.amazon.com/connect/pricing/",
"https://aws.amazon.com/solutions/industries/healthcare/",
"https://aws.amazon.com/compliance/hipaa-compliance/",
"https://aws.amazon.com/security/",
"https://aws.amazon.com/contact-center/connect/faq/",
"https://www.g2.com/products/amazon-connect/reviews",
"https://www.capterra.com/p/179717/Amazon-Connect/",
"https://aws.amazon.com/blogs/contact-center/"
],
"summary": "Amazon Connect is an AI-native, cloud-based omnichannel contact center service from AWS that enables healthcare organizations to run secure, scalable patient and provider engagement (voice, chat, SMS, email, and outbound campaigns).",
"description": "A managed Contact Center-as-a-Service (CCaaS) platform offering omnichannel routing, conversational IVR/chatbots, generative-AI agent assistance (Amazon Q), analytics and quality management (Contact Lens), workforce optimization, and outbound campaign automation. Integrates with AWS AI/ML and data services and with EHR/CRM systems via partners for healthcare-specific workflows (appointment reminders, patient access, care coordination). Pricing is pay-as-you-go; AWS hosts and operates the service globally.",
"target_users": [
"contact center agents",
"supervisors/managers",
"IT/cloud administrators",
"patient access teams",
"care coordination staff",
"patients (via self-service channels)",
"third-party integrators/partners"
],
"specialties": [
"patient access/scheduling",
"telehealth support",
"billing and claims support",
"care coordination",
"population outreach/appointment reminders",
"customer service for health plans"
],
"regions_available": [
"United States",
"Canada",
"United Kingdom",
"Germany",
"France",
"Japan",
"Australia",
"India",
"Singapore",
"Brazil"
],
"languages_supported": [
"English",
"Spanish",
"French",
"German",
"Portuguese",
"Japanese",
"Chinese (Simplified)"
],
"pricing_model": "subscription",
"pricing_details": "Pay-as-you-go (usage-based CCaaS pricing for voice, chat, telephony and AI features). Public pricing and examples on AWS Connect pricing page; contact vendor or AWS sales for enterprise quotes and volume discounts.",
"license": "commercial/proprietary",
"deployment_model": [
"SaaS (cloud)"
],
"os_platforms": [
"Web (agent workspace)",
"iOS",
"Android"
],
"features": [
"Omnichannel routing (voice, chat, chatbots, tasks, email, SMS)",
"Visual contact flows / IVR builder",
"Agent workspace with CRM integration",
"Automatic call recording and storage",
"Contact Lens (conversation analytics and QA)",
"Amazon Q (generative AI assistant / summaries / agent assist)",
"Outbound campaigns (high-volume voice/SMS/email)",
"Customer Profiles (unified customer view)",
"Real-time and historical metrics / dashboards",
"Workforce management / forecasting integrations",
"Predictive and skills-based routing",
"APIs and SDKs for custom integrations",
"Embedded chat / mobile SDKs",
"Task management and queues",
"Integrations with AWS services (Lambda, S3, Kinesis, AppFlow)"
],
"optional_modules": [
"Contact Lens (speech analytics & QA)",
"Amazon Q in Connect (generative AI agent assist)",
"Outbound Campaigns",
"Customer Profiles",
"Workflows / integration builder (Amazon Connect Workflows)"
],
"integrations": [
"Salesforce",
"ServiceNow",
"Zendesk",
"Marketo",
"Segment",
"Microsoft SharePoint Online",
"Amazon S3",
"Amazon Kinesis",
"Amazon AppFlow",
"AWS Lambda",
"Custom CRMs / REST APIs (via SDKs and APIs)"
],
"data_standards": [],
"api_available": "yes",
"system_requirements": "",
"compliance": [
"HIPAA-eligible (BAA available)",
"GDPR (customer/account controls via AWS regions and controls)",
"SOC 1",
"SOC 2",
"SOC 3",
"ISO 27001",
"PCI DSS (where applicable)"
],
"certifications": [
"SOC (AWS infrastructure level: SOC 1/2/3)",
"ISO 27001 (AWS infrastructure level)",
"PCI DSS (AWS infrastructure level)"
],
"security_features": [
"Encryption in transit (TLS)",
"Encryption at rest (AWS KMS)",
"Role-based access control (IAM + Connect RBAC)",
"SSO / SAML integration",
"Audit logs / CloudTrail integration",
"VPC / private connectivity options"
],
"privacy_features": [
"Business Associate Addendum (BAA) available for HIPAA workloads",
"Recording retention and deletion controls",
"Data redaction / masking options (configurable)",
"Configurable data retention policies"
],
"data_residency": "Hosted in AWS regions selected by customer (multi-region choices including US, EU, APAC via AWS Regions)",
"customers": [
"DoorDash",
"Ryanair",
"NatWest",
"Accor",
"Siemens",
"Kentucky Transportation Cabinet",
"City of Johns Creek",
"Experis"
],
"user_reviews": [
"Easy to use and highly customizable, which made deployment straightforward.",
"Good call quality and reliable voice infrastructure compared to on-prem solutions.",
"Helped reduce agent training time and lowered contact center costs.",
"Powerful analytics and AI features — contact-lens and AI summaries improved QA and after-call work.",
"Customization requires AWS expertise; the flexibility can increase implementation complexity."
],
"ratings": [],
"support_channels": [
"email",
"phone",
"chat",
"ticketing",
"community",
"24x7"
],
"training_options": [
"documentation",
"webinars",
"live_online",
"onsite",
"certification"
],
"release_year": "2017",
"integration_partners": [],
"id": "P0093",
"slug": "amazon-connect",
"type": "product",
"version": "1.0",
"last_updated": "2025-09-07",
"links_json": {
"self": "https://www.healthaidb.com/software/amazon-connect.json"
}
}