AWS contact center billed pay-as-you-go per voice minute, chat message and email, created in a chosen AWS Region with default quotas such as 500 users per instance.
Product now named 'Amazon Connect Customer' per https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html.
Fit and decision conditions
Prerequisites
AWS account and Connect instance; claim or port phone numbers; developer skills required to set up customer chat experience; regulated workloads require AWS (advanced) sign-up or advanced features ('new AWS sign-up experience is not designed for regulated workloads'); AI-training opt-out requires accounts managed by AWS Organizations.
Regulated-workload note from https://docs.aws.amazon.com/connect/latest/adminguide/compliance-validation.html; Organizations note from data-opt-out page. Browser/network/headset prerequisites not on pages read.
Quote: 'we might use Your Content processed by Amazon Connect Customer to develop and improve your experience'; opt out via AWS Organizations AI services opt-out policy. Confirms known 'used unless opted out'.
Certificates and audit reports
Amazon Connect listed in scope of AWS ISO and CSA STAR certifications (ISO/IEC 27001, 27017, 27018, 27701, 9001 programme; not mapped per standard). AWS ISO certification verified by EY CertifyPoint (accredited by Dutch Accreditation Council). Third-party audit reports (SOC, PCI etc.) downloadable via AWS Artifact.
Confirm product-specific coverage for Amazon Connect. SOC and C5 are attestations.
Additional data conditions
Retention and deletion
Call/screen recordings delivered to customer's own S3 bucket (customer-controlled, KMS-encrypted); conversational analytics real-time data persisted up to 24h after contact; AppIntegrations sync data stored temporarily one month; Voice ID enrolment audio deleted after 24h, utterances retained until speaker deleted.
Yes - German (de_DE) supported for post-call, real-time and chat/email analytics, redaction, post-contact summaries, Connect AI agents and agentic voice
A written comparison of up to three AI offerings · €195 net
You get the facts that matter for your decision, each with its source, the questions to ask each vendor and a cost estimate based on your own numbers. First you agree your three most important criteria with Sten Franke.
We deliver your brief by email within a maximum of five working days after payment is confirmed and we have agreed the question and minimum information needed to begin. ETHORITY confirms the start date and delivery date and delivers earlier when the reviewed brief is ready. Missing optional information is recorded and assessed; it does not require you to research the solution yourself. Review before delivery and email support are included.
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