Features, pricing, and fit
Compare Amazon Connect Customer AI with Nova Sonic and Realtime API on voice capabilities, pricing, and fit.
Compare Amazon Connect Nova Sonic and OpenAI Realtime for AI phone agents, Voice AI platforms, then match channels, workflows, and deployment models to your call flow.
Amazon Connect Customer AI lets a Connect bot locale select Nova Sonic speech-to-speech while Connect retains orchestration, intents, and flows.
Amazon Connect contact centers evaluating native speech-to-speech within existing bot locales and flow tooling.
Explore its buying criteria: AI phone agents · Voice AI platforms · Contact-center AI.
Model-level realtime API for text and audio input/output over WebRTC, WebSocket, or SIP, with function calling.
Product and engineering teams building a spoken application around a realtime model instead of a packaged contact-center product.
Explore its buying criteria: AI phone agents · Voice AI platforms.
Both profiles checked 2026-09-04.
Use the table below to compare each provider’s documented scope.
Before you decide
Amazon Connect Nova Sonic: Usage-based Amazon Connect Customer AI voice minutes plus standard telephony and other AWS service charges. OpenAI Realtime: Token-based API pricing for text, audio, and image modalities; audio input/output rates are published per million tokens. Ask both vendors to quote the same expected workload, required channels, and implementation scope. Include required subscriptions and usage charges before comparing the total; the listed starting prices alone may cover different work.
The recorded knowledge and data sources for Amazon Connect Nova Sonic include Not publicly documented. For OpenAI Realtime, they include Not publicly documented. Ask each provider to demonstrate access for the exact systems you use, with permissions, freshness, and failure behavior. A source missing from this directory is not proof that a provider cannot support it.
Use the same representative calls, approved instructions, and escalation rules in both pilots. How does it handle interruption and uncertainty? Which actions can it complete, and which require approval? What context reaches a human during transfer? Record conversation quality, completed tasks, human handoffs, and total cost in the buyer worksheet. Check these specific cautions before launch: Amazon Connect Nova Sonic: Verify region, language, model access, carrier, recording, logging, retention, and every additional AWS charge. OpenAI Realtime: Not a turnkey contact center. Implement telephony operations, identity, tools, monitoring, evaluation, retention, and escalation.
Record your requirements and pilot results in the buyer worksheet →
Swipe or scroll the table to see every column.
| Criterion | Amazon Connect Customer AI with Nova Sonic | Realtime API |
|---|---|---|
| Provider type | Contact-center AI and native speech-to-speech model | Native realtime multimodal model API |
| Best fit | Amazon Connect contact centers evaluating native speech-to-speech within existing bot locales and flow tooling. | Product and engineering teams building a spoken application around a realtime model instead of a packaged contact-center product. |
| Key capabilities | native speech-to-speech option; streaming; tools; AWS integration; contact-center routing | audio-to-audio conversation; WebRTC; WebSocket; SIP; tools |
| Team sizes | mid-market; enterprise; developer; contact centers | startup; mid-market; enterprise; developer |
| Call surfaces | Amazon Connect; phone / PSTN; Amazon Bedrock streaming | WebRTC; WebSocket; SIP; API / SDK |
| Voice stack | Configurable Connect pipeline with native Nova Sonic option | Native audio input/output with tool calling |
| Telephony | Amazon Connect telephony | SIP connection; carrier integration remains buyer responsibility |
| Call controls | Not publicly documented | Not publicly documented |
| Languages | Not publicly documented | Not publicly documented |
| Integrations | Not publicly documented | Not publicly documented |
| Knowledge and data | Not publicly documented | Not publicly documented |
| Pricing model | Usage-based Amazon Connect Customer AI voice minutes plus standard telephony and other AWS service charges. | Token-based API pricing for text, audio, and image modalities; audio input/output rates are published per million tokens. |
| Pricing signal | Customer AI voice $0.038/min plus telephony and other AWS services. | GPT-Realtime audio $32 per million input audio tokens and $64 per million output audio tokens. |
| Free plan or trial | Not publicly documented | Not publicly documented |
| What stands out | Nova Sonic is configured at the bot-locale speech-model level and paired with a compatible voice in a Set voice block; Connect still owns flow and intent orchestration. | GPT-Realtime accepts and returns audio directly, while the Agents SDK supplies transport helpers plus tools, guardrails, handoffs, and session history. |
| Considerations | Verify region, language, model access, carrier, recording, logging, retention, and every additional AWS charge. | Not a turnkey contact center. Implement telephony operations, identity, tools, monitoring, evaluation, retention, and escalation. |
Amazon Connect contact centers evaluating native speech-to-speech within existing bot locales and flow tooling.
Nova Sonic is configured at the bot-locale speech-model level and paired with a compatible voice in a Set voice block; Connect still owns flow and intent orchestration.
Product and engineering teams building a spoken application around a realtime model instead of a packaged contact-center product.
GPT-Realtime accepts and returns audio directly, while the Agents SDK supplies transport helpers plus tools, guardrails, handoffs, and session history.
Verify current pricing, limits, security, and required integrations directly with each provider before purchasing.
Test recognition, speech quality, interruptions, language switching, tool use, and human transfer with your own calls in the required language. Availability can vary by model, plan, and phone route.
DocsBot documents multilingual voice workflows and Japanese support. Verify the exact voice, phone path, and transfer behavior in your pilot. Review DocsBot language information ↗
Other providers’ language claims reflect cited vendor material; confirm Japanese and other required languages directly with each provider.
Listing does not imply endorsement or a performance guarantee. This directory is published by DocsBot. Editorial policy
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