specification: FinOps Framework
specificationVersion: '1.0'
schema: https://www.finops.org/framework/
alignedWith:
  framework: FinOps Foundation Framework
  frameworkUrl: https://www.finops.org/framework/
  dataSpec: FOCUS
  dataSpecVersion: '1.3'
  dataSpecUrl: https://focus.finops.org/focus-specification/v1-3/
provider: Amazon Connect
providerId: amazon-connect
publisherName: Amazon Web Services, Inc.
serviceCategory: Contact Center
created: '2026-05-04'
# Provenance stamped 2026-08-11: this artifact was written by the API Evangelist
# bulk sweep dated 2026-05-04, not harvested from the provider. See roadmap#35.
method: generated
modified: '2026-05-05'
reconciled: true
tags:
  - Cloud
  - Contact Center
  - Customer Engagement
  - AI
  - AWS
  - FinOps
  - FOCUS
description: 'FOCUS-aligned FinOps for Amazon Connect: pure pay-as-you-go billing per channel-minute or
  channel-message, with included AI capabilities and no seat-based licensing. Charges flow through the
  AWS invoice and Cost Explorer / FOCUS-formatted Cost & Usage Reports. Per-minute / per-message rates
  vary by region and third-party telephony provider; carrier and PSTN charges are billed in addition to
  channel rates.'
sources:
  - https://aws.amazon.com/connect/pricing/
  - https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html
  - https://focus.finops.org/focus-specification/v1-3/
billingModel:
  pricingCategory: Pay-As-You-Go
  billingFrequency: Monthly
  billingCurrency: USD (settlement varies)
  chargeCategories:
    - Usage
    - Tax
    - Adjustment
    - Refund
    - Credit
focusColumns:
  ServiceName: Amazon Connect
  ServiceCategory: Contact Center
  ProviderName: Amazon Web Services
  PublisherName: Amazon Web Services, Inc.
  InvoiceIssuerName: Amazon Web Services, Inc.
  BillingCurrency: USD
  ChargeCategory: Usage
  RegionId: aws-region
meters:
  - name: voice_minutes
    description: Per-minute voice channel consumption (PSTN + WebRTC inbound/outbound)
    unit: minute
    aggregation: sum
    dimensions:
      - region
      - direction
      - country
      - instance
  - name: chat_messages
    description: Chat messages sent or received
    unit: message
    aggregation: sum
    dimensions:
      - region
      - instance
      - direction
  - name: email_messages
    description: Email messages sent or received
    unit: message
    aggregation: sum
    dimensions:
      - region
      - instance
      - direction
  - name: sms_messages
    description: SMS / third-party messaging messages sent or received
    unit: message
    aggregation: sum
    dimensions:
      - region
      - instance
      - direction
      - carrier
  - name: tasks
    description: Task contacts processed
    unit: contact
    aggregation: sum
    dimensions:
      - region
      - instance
  - name: pstn_charges
    description: Pass-through PSTN / carrier charges separate from channel rate
    unit: minute
    aggregation: sum
    dimensions:
      - country
      - carrier
principles:
  - name: Visibility
    description: Use AWS Cost Explorer, AWS Cost & Usage Reports (CUR with FOCUS export), and CloudWatch
      contact-center metrics (ConcurrentCalls, ConcurrentChats, ConcurrentEmailsPercentage) to see per-channel
      consumption. Tag Connect instances and AWS resources for granular reporting.
  - name: Allocation
    description: Allocate Connect cost to lines of business by tagging the Connect instance, breaking
      out per-region usage, and using Cost Categories in AWS Cost Explorer for consolidated billing accounts.
  - name: Optimization
    description: Reduce per-minute spend by tuning IVR flows, leveraging chat/email/SMS where appropriate,
      adopting persistent chat to avoid idle-chat quota consumption, using included AI capabilities (forecasting,
      scheduling, conversational analytics) instead of paid third-party tools, and right-sizing concurrent-call
      / chat / email quotas pre-go-live to avoid throttle-driven contact loss.
  - name: Accountability
    description: Contact-center / CX leadership owns the Connect spend; integrate per-channel cost into
      monthly call-center reviews; configure CloudWatch alarms at 80% of quota and Service Quotas requests
      ahead of growth.
maintainers:
  - FN: Kin Lane
    email: kin@apievangelist.com