Posted On: Dec 22, 2023
In the Amazon Connect agent workspace, customers can now use information from the current contact, such as the customer's phone number, to automatically look up data or take certain actions in a third-party application. For example, when the contact comes in, the agent could see a list of the current customer’s orders in a third-party agent workspace app without needing to do manual searches. This feature helps automate data entry and reduce mistakes, decreasing average handle time and improving customer satisfaction.
Third-party applications preview is now available in the following AWS Regions: US East (N. Virginia), US-West (Oregon), Africa (Cape town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), 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.