Amazon Connect is a cloud-based customer contact center service offered by Amazon Web Services (AWS). It enables customer service representatives to respond to phone calls or chat inquiries from end customers using machine learning (ML), interactive voice response (IVR), and call center routing. Amazon Connect instances can be created across multiple availability zones and establish multiple paths to telecom providers for fault tolerance and high availability. Businesses construct call flows, rent phone lines, and establish users while also setting up their own instances of Amazon Connect. It offers a much-refined voice and chats experience for great customer engagement and improved overall experience. Customers pay by the minute for Amazon Connect usage, plus any associated telephony services.