Enable Next Generation Amazon Connect
By default when you create an Amazon Connect instance, Next Generation Amazon Connect is enabled. Next Generation Amazon Connect is an AI-powered contact center solution that turns every customer touchpoint into a deeper relationship and better outcome.
Amazon Connect provides unlimited use of Amazon Connect AI capabilities that power customer self-service,
agent assistance, and supervisor experiences. It allows you to optimize every step of your
customer journey without cost-driven compromises. For more information, see Amazon Connect Pricing
Contents
How Amazon Connect billing works
When Amazon Connect with unlimited AI is enabled:
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Any activated free trials of relevant Amazon Connect services end. For example, free trials of Contact Lens conversational analytics, Contact Lens performance evaluation, and agent scheduling.
For global resiliency pricing, contact your AWS Technical Account Manager or Solutions Architect.
Best practices for Amazon Connect billing
You have the following two pricing options:
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You can pay separately for channels and any optimization features you choose to use. To switch to paying separately, after initially creating your Amazon Connect instance you need to disable the default option of Next Generation Amazon Connect .
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Accept the default option which enables Amazon Connect with unlimited AI. It enables you to use an all-inclusive channel pricing model that covers all optimization features for usage on that platform.
The all-inclusive pricing includes unlimited use of:
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Contact Lens capabilities: conversational analytics, performance evaluation, and screen recording
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Agent scheduling tools
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AI-powered voice and chat through Amazon Lex and Amazon Q in Connect
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AI-powered generative voice for text-to-speech (TTS) in Amazon Connect
We recommend reviewing Opt out of using your data for service improvement to learn which Amazon Connect services use your customer's data to train machine learning models, and how you can opt out.
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Both pricing models are available, giving you the flexibility to choose the option that best suits your needs.
How to disable Next Generation Amazon Connect
After creating your Amazon Connect instance initially, complete the following steps to disable your subscription to Next Generation Amazon Connect and instead use the per feature pricing model for those individual applications you've already activated or will activate in the future.
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On the Amazon Connect virtual contact center instances page, choose the instance alias where you want to disable Next Generation Amazon Connect.
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In the navigation pane, choose Next Generation Amazon Connect, and then choose Disable.
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A dialog box appears as shown in the following image, prompting you to confirm that you want to disable your subscription to Next Generation Amazon Connect and instead use the per feature pricing model for those individual applications you've already activated. Choose Disable.
Warning
Even if you are already using the customer first callback feature, it is disabled when you choose to disable Next Generation Amazon Connect.
How to enable Next Generation Amazon Connect or verify it's enabled
If you disable Next Generation Amazon Connect but want to enable it at a later time, or you created your Amazon Connect before this option was released, here's how you can enable it now. Also use these steps if you want to verify it's enabled.
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Log in to the AWS Management Console using your AWS account.
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In the AWS Management Console, in the search box, type Amazon Connect. Choose Amazon Connect, as shown in the following image.
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On the Amazon Connect virtual contact center instances page, choose the instance alias where you want to enable Next Generation Amazon Connect.
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In the navigation pane, choose Next Generation Amazon Connect, and then choose Enable.
