Posted On: Oct 30, 2023

Amazon Connect now allows you to add third-party applications to the unified agent workspace, giving agents everything at their fingertips to deliver the best service to customers. You can use the built-in capabilities of Amazon Connect along with homegrown (e.g. insurance policy portal) or vendor-built applications (e.g. shipment order tracker) to consolidate information in a unified agent workspace experience, reducing context switching and related errors.

When a customer calls about a product issue, the agent can view the customer details, log the issue, and then process a refund using a third-party payments application, all without leaving the agent workspace. This integration helps reduce average handle time and improve first contact resolution and customer satisfaction.

Third-party applications preview is available in the following AWS Regions: US-East (N. Virginia), US-West (Oregon), Asia Pacific (Sydney), and Europe (London).

To learn how to build a third-party application, see the developer guide. To add a third-party application to your contact center, see the admin guide.