Amazon Connect | Billing Flashcards
Is there a network of consulting partners should I need their help?
Billing
Amazon Connect | Customer Engagement
Yes. A set of APN Consulting Partners with knowledge in both AWS and Contact Center Services have been validated by the AWS team to help you with the configuration and implementation of Amazon Connect. The APN Consulting Partners include Accenture, Aria Solutions, Cognizant, Coolharbour, Perficient, Presidio, Tata Consultancy Services, USAN, and Voicefoundry. Please check back for updates as additional partners are validated.
How much does it cost to use Amazon Connect?
Billing
Amazon Connect | Customer Engagement
With Amazon Connect, you only pay for what you use. There is a per minute charge for the Amazon Connect service. In addition to the charge for the service, there are also associated telecom charges for public switched telephone network (PSTN) usage. These charges are referred to as “Contact Center Telecommunications” charges on your AWS invoice.
Contact Center Telecommunications usage is charged by AMCS LLC and includes the following:
• Telephone numbers that are billed by day, per country, including:
o Direct Inward Dial (DID), also known as local or toll numbers
o Toll free numbers
• Telephony usage that is billed per minute, rates vary per country:
o Inbound to DID number
o Inbound to toll free
o Outbound calling (to either a customer or agent)
Please consult the Amazon Connect pricing page for the latest prices.
How are usage charges calculated?
Billing
Amazon Connect | Customer Engagement
The Amazon Connect application charge is calculated based on customer contact duration, with a 10-second minimum and per second granularity.
For example, if there is an inbound call to your Amazon Connect phone number and the caller is on the line between 18:00:03 and 18:01:09 whether or not connected to your contact center agent, the application charge will be 1.1 minutes multiplied by the published per minute rate.
The Contact Center Telecommunications charge is calculated based on the aggregate telecom minutes, rounded up to the nearest minute. For example, if a customer calls your Amazon Connect phone number and is on the line for 10 seconds before hanging up, you will be charged for 1 minute of Contact Center Telecommunications. If your agent is configured to receive their calls through PSTN, and your Amazon Connect instance receives an inbound call from a customer with a duration of 2 minutes and 50 seconds, of which 1 minute and 5 seconds were spent with the agent connected, you will be billed for 3 minutes of inbound usage and 2 minutes of outbound telecom usage, as the Amazon Connect instance placed an outbound PSTN call to your agent (rates vary based on the origination/destination of the calls). You are also charged for Contact Center Telecommunications when your agents place outbound calls to customers.
Is there a minimum usage amount per month?
Billing
Amazon Connect | Customer Engagement
There is no minimum usage amount per month, you only pay for what you use for that month.
Are there any charges for agents or managers or other users of the Amazon Connect service?
Billing
Amazon Connect | Customer Engagement
Amazon Connect charges are based on your end-customer’s use of the system, and when agents place outbound calls.
Are there any charges for API access to the system?
Billing
Amazon Connect | Customer Engagement
No, there are no charges for API access.
Are there any charges for Contact flow or IVR usage?
Billing
Amazon Connect | Customer Engagement
No, there are no charges for Contact flow or IVR usage. You are, however, charged at the normal rate for any other AWS services which you might use in the IVR, including AWS Lambda and Amazon Lex.
Are there any charges for text to speech with Contact flow or IVR usage?
Billing
Amazon Connect | Customer Engagement
No, there are no other charges for text to speech with Contact flow or IVR usage.
Are there any charges for call recordings usage?
Billing
Amazon Connect | Customer Engagement
No, there are no charges for call regardings. However, you are be charged for the storage capacity you use, whether it is Amazon S3 or any other AWS storage service, to store your call recordings.
Are there any charges for telecom trunk provisioning or capacity?
Billing
Amazon Connect | Customer Engagement
No, you pay only for what you use as you use it.
