What's the Difference Between Amazon Connect and Amazon Connect Decisions?
Compare Amazon Connect and Amazon Connect Decisions side by side — features, pricing, and ideal use cases to help you choose the right product.
Compare side-by-side
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Comparisons
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Amazon Connect
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Amazon Connect Decisions
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Category
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Application Integration, Contact center |
Application Integration, Contact center |
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Description
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Easy-to-use omnichannel cloud contact center that helps you provide superior customer service. |
AI application to improve visibility and planning |
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Best for
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Key features
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Pricing model
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Pay per minute of usage |
Pay per supply chain instance + data processed |
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Free tier
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Yes |
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Expert take
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“Connect gives you a cloud contact center in minutes with pay-per-minute pricing. The AI-powered features like Contact Lens and Wisdom provide real-time agent assistance and post-call analytics.” |
“Amazon Connect Decisions provides ML-powered demand forecasting, inventory optimization, and supply planning. It unifies data from ERP, WMS, and transportation systems in one view.” |
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Product page
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When to use Amazon Connect or Amazon Connect Decisions
Use Amazon Connect when:
- Contact centers
- Customer service
- Outbound campaigns
- Chat support
- AI-powered agents
Learn more about Amazon Connect »
Use Amazon Connect Decisions when:
- Supply chain visibility
- Demand planning
- Inventory optimization
- Risk management
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