Amazon Connect
Amazon Connect is a cloud-based contact center service that makes it easy to set up and manage a customer contact center and provide reliable customer engagement at any scale, with omnichannel support for voice, chat, email, and task management. It includes AI-powered features for agent assistance, customer profiles, conversation analytics, and outbound campaign management.
APIs
Amazon Connect Service API
The Amazon Connect Service API provides programmatic access to manage contact center instances, users, routing profiles, contact flows, queues, hours of operation, security prof...
Amazon Connect Streams SDK
Amazon Connect Streams is a browser-based integration API and JavaScript SDK that enables embedding and controlling the Amazon Connect Contact Control Panel (CCP) within your we...
Amazon AppIntegrations API
The Amazon AppIntegrations service enables you to configure and reuse connections to external applications, powering third-party integrations in the Amazon Connect agent workspace.
Amazon Connect Contact Lens API
Amazon Connect Contact Lens enables you to analyze conversations between customers and agents using speech transcription, natural language processing, and intelligent search cap...
Amazon Connect Outbound Campaigns API
With the outbound campaigns feature of Amazon Connect, you can create high-volume outbound campaigns for appointment reminders, telemarketing, subscription renewals, or debt col...
Amazon Connect Outbound Campaigns V2 API
The outbound campaigns V2 API provides an updated interface for creating high-volume outbound campaigns including multi-channel support and availability in all Amazon Connect re...
Amazon Connect Cases API
With Amazon Connect Cases, agents can track and manage customer issues that require multiple interactions, follow-up tasks, and teams in your contact center. A case represents a...
Amazon Connect Participant Service API
The Amazon Connect Participant Service enables managing chat participants including agents, customers, and managers. Use it to send messages and events, manage connection state,...
Amazon Connect Customer Profiles API
Amazon Connect Customer Profiles provides a unified customer profile for your contact center with pre-built connectors powered by AppFlow that make it easy to combine customer i...
Amazon Q Connect API
Amazon Q in Connect is a generative AI customer service assistant built on Amazon Bedrock. It provides real-time recommendations to help contact center agents resolve customer i...
Amazon Voice ID API
Amazon Connect Voice ID provides real-time caller authentication and fraud risk detection to make voice interactions in contact centers more secure and efficient. Note - Voice I...
Capabilities
Amazon Connect Contact Center Operations
Unified workflow capability for contact center operations combining instance management, agent management, queue management, contact handling, and real-time/historical metrics. ...
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Unified routing across voice, chat, email, and tasks through a single platform with skills-based routing and priority queuing.
Amazon Q in Connect provides real-time AI-generated recommendations and answers to help agents resolve customer issues faster.
Drag-and-drop contact flow designer for building IVR, chatbot, and agent guidance workflows without extensive coding.
Contact Lens provides speech transcription, sentiment analysis, and NLP-powered insights across all customer interactions.
Unified customer profile combining CRM, ITSM, ERP, and contact history data for context-aware agent interactions.
High-volume multi-channel outbound campaigns with predictive dialer, answering machine detection, and multiple dialing modes.
Structured case tracking for customer issues requiring multiple interactions, follow-up tasks, and cross-team coordination.
In-app, web, and video calling with screen share capabilities using 16kHz high-quality audio with packet loss resistance.
Real-time and asynchronous messaging including SMS, WhatsApp Business, and Apple Messages for Business integration.
Comprehensive dashboards and reporting for contact center performance optimization and workforce planning.
Use Cases
Deploy an omnichannel contact center handling voice, chat, email, and messaging with intelligent routing to the right agents.
Build conversational AI flows that handle common customer requests in 30+ languages without agent involvement.
Reduce average handle time with real-time AI guidance, unified agent workspace, and automated post-contact work.
Run appointment reminders, subscription renewals, payment notifications, and telemarketing campaigns at scale.
Use Voice ID for real-time caller authentication and fraud risk detection in voice contact center interactions.
Analyze 100% of customer interactions with Contact Lens for regulatory compliance and quality assurance.
Integrations
Pre-built AppFlow connector to sync Salesforce customer data into Amazon Connect Customer Profiles.
ITSM integration via AppFlow to bring ServiceNow customer and case data into the Amazon Connect agent workspace.
Native integration with AWS Lambda for custom automation within contact flows and agent events.
Built-in integration with Amazon Lex for building conversational AI bots for voice and chat self-service.
Foundation for Amazon Q in Connect generative AI features, providing real-time agent recommendations and answers.
Storage integration for call recordings, contact transcripts, exported reports, and Contact Lens output data.
Real-time streaming of contact trace records (CTRs) and agent events to data lakes and analytics pipelines.
Native channel integration to handle customer messaging through WhatsApp Business within the Amazon Connect platform.