# Amazon Connect: Single Instance or Multiple Instances?
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## Single instance of Amazon Connect (including single ACGR pair)
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### Best For
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A centralized contact center operation with shared infrastructure and unified customer experience.

### Pros
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+ **Lower operational overhead** – Manage/maintain single system, less duplication of setup/config.
+ **Centralized management** – Unified metrics, reporting, queues, routing profiles, users, etc.
+ **Consistent customer experience** – Common IVR, flows, and settings across teams.

### Cons
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+ **Data/tenant isolation design** – Data isolation across business units, brands, or regions must be designed.
+ **Single Geographic Location** – Latency can be high in regions far away from the instance.
+ **Service Quota Management** – Service quota management can be more challenging due to difficulty in anticipating usage and growth across multiple business units.

## Multiple instances of Amazon Connect
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### Best For
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Enterprises with geographic, regulatory, or security requirements infeasible to implement in single-region (telephony, data segregation, latency due to physical distance, etc.).

### Pros
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+ **Strong isolation** – Each BU or region can have its own agents, routing, reporting. Isolation is required for agents in India, South Korea, and South Africa.
+ **Tailored configurations** – Flows, prompts, integrations can be customized per instance.
+ **Simpler data residency** – Can be useful for compliance in multinational organizations.
+ **Reduced blast radius** – An issue in one instance doesn't affect others.
+ **Geographic proximity** – Regions can be chosen to keep local telephony traffic local.

### Cons
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+ **Higher management overhead** – Need to maintain and update multiple environments.
+ **Fragmented reporting** – Multi-region reporting currently needs to be built.
+ **Increased costs** – Each instance may require duplicate resources (Lambda, Amazon Lex, API).
+ **Inconsistent user experience** – Unless strictly governed, each instance may drift in flow design, customer experience, customer security models, etc.

## Summary
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The decision of single- vs. multiple-instance architecture is nuanced, and highly dependent on the nature of the customer's requirements. Considering the scalability, customizability, programmability, and security of Amazon Connect, we generally recommend single-instance Amazon Connect architectures (including a single Amazon Connect Global Resiliency pair) in the absence of compelling requirements requiring multiple regions.