Amazon Connect is AWS's cloud-based contact center product, which businesses use to deploy AI agents that handle customer calls, chats, and support tickets — automatically resolving issues, routing queries, and assisting human agents in real time. AWS sells this to other companies to run their customer service operations.

In Q3 2025, Amazon Connect achieved a $1 billion annualized revenue run rate, with AI optimizing over 12 billion minutes of customer interactions in the previous year. Amazon Connect is built on AWS and uses state-of-the-art models from Amazon Bedrock, seamlessly integrating across the entire contact center experience — from self-service interactions to agent support and conversation analytics. AWS was recognized as a leader in the 2025 Gartner Magic Quadrant for Contact Center as a Service for the third consecutive year.