Sold by: Ynpact
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Bridge the gap between IT governance and contact center agility. easyConnect decouples operational infrastructure management from daily business configuration for Amazon Connect. IT teams secure the contact center lifecycle with automated JSON snapshots, cross-account and cross-region selective migrations, automated sanity checks, and instant rollback. Simultaneously, business teams gain total day-to-day autonomy through an intuitive portal: managing multi-language IVR prompts with integrated Amazon Polly previews, adjusting operational variables and emergency overrides on the fly, and building real-time multi-source wallboards. Built on a 100% serverless, zero-maintenance AWS architecture, easyConnect eliminates IT deployment backlogs and eliminates production drift without granting sensitive AWS console access to business operators.
Overview
Overview: The Bridge Between IT Governance and Business Freedom Operating enterprise contact centers on Amazon Connect often leads to an operational bottleneck: IT teams must protect infrastructure stability and compliance, while business operations teams demand instant agility to adjust queues, prompts, and emergency announcements.
Directly editing contact flows in production introduces severe operational risk, while routing every minor change through IT change tickets creates friction and slows customer service responsiveness.
easyConnect solves this operational conflict. Built on an enterprise-grade AWS serverless foundation, easyConnect decouples core infrastructure engineering from daily operational configuration. IT teams maintain full governance over the contact center lifecycle, while business operators manage routine changes safely through a dedicated, console-free portal.
Key Capabilities
IT Operations, Migration & Disaster Recovery Cross-Account & Cross-Region Promotion: Seamlessly clone and promote configurations from Development to Staging and Production across distinct AWS accounts using assumed IAM roles. Selective Differential Copy (Plan & Apply): Calculate exact differences across instances. Preview additions, modifications, and deletions via pre-signed S3 reports before triggering updates.
Pre-Flight Sanity Checks: Automatically scan contact flows to detect hardcoded phone numbers, invalid blocks, or non-compliant routing logic prior to deployment.
Automated Backup & Rapid Rollback: Schedule regular JSON configuration snapshots to private Amazon S3 buckets with EventBridge and SNS alerting. Instantly restore any instance to its previous stable state in seconds.
Concurrency Protection: Prevent simultaneous conflicting updates using atomic distributed locking backed by Amazon DynamoDB.
Business Delegation Without Technical Privileges Centralized IVR Prompt Studio: Manage multi-language voice announcements hierarchically. Preview text-to-speech rendering instantly with integrated Amazon Polly, export/import via CSV, and auto-compile prompts into native contact flow modules. Dynamic Instance Variables: Decouple business parameters from technical flows. Author emergency routing flags, transfer phone numbers, and operational thresholds through typed variables injected automatically as contact attributes.
Console-Free Management: Non-technical operators implement critical day-to-day updates without requiring AWS Management Console access or IAM privileges.
Visual Wallboards & Real-Time Supervision Visual Drag-and-Drop Studio: Design wallboards with custom canvas ratios (16:9, portrait, landscape) and rich widgets (KPI cards, gauges, bar/donut charts, tables). Multi-Source Hybrid Data: Combine native Amazon Connect real-time and historical metrics with external REST JSON endpoints secured against SSRF vulnerabilities.
Calculated Formulas: Generate live derived KPIs (sums, differences, SLA ratios) directly within dashboard components.
Enterprise-Grade Security & Architecture 100% AWS Serverless Architecture: Built on AWS Lambda, Amazon ECS Fargate, DynamoDB (PITR enabled), CloudFront, and S3 for zero-maintenance scalability. Available in multi-tenant SaaS or dedicated Self-Hosted deployment.
Granular RBAC: Define exact permissions (Read, Write, None) per functional screen and restrict access to authorized Amazon Connect instances.
Auditability & Observability: End-to-end distributed tracing via AWS X-Ray, CloudWatch RUM for front-end telemetry, and comprehensive administrative audit logs.
Accelerate release velocity, eliminate deployment risk, and give your contact center teams the operational freedom they need.
Highlights
- Automate cross-account and cross-region deployments across Dev, Staging, and Production. Leverage an ECS Fargate-powered differential engine to preview changes before applying them, execute selective copies, and enforce pre-flight sanity checks that detect hardcoded parameters. Safeguard production with scheduled snapshots to S3, distributed locking to avoid concurrency conflicts, and single-click rollbacks to previous configuration states.
- Empower business operators to manage daily contact center changes without technical dependencies or AWS IAM permissions. Maintain multi-language IVR prompts with Amazon Polly text-to-speech previews and bulk CSV imports. Control dynamic operational variables including opening hours, emergency routing overrides, and transfer destinations. Compiled automatically into native contact flow modules without altering underlying code.
- Design customizable real-time dashboards with a visual drag-and-drop studio. Blend Amazon Connect live and historical queue metrics with external third-party JSON APIs protected by built-in SSRF safeguards. Deliver enterprise-grade security with AWS Cognito authentication, strict role-based access control (RBAC) segmented by screen and instance, and a 100% serverless AWS architecture offering optimal resilience and low latency.
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Dimension | Description | Cost/month |
|---|---|---|
Essentials | All features with some limits : 2 instances, 100 prompts, 2 languages, 2 wallboards. Includes 2500 minute of voice and 5000 digital contact. | $49.00 |
The following dimensions are not included in the contract terms, which will be charged based on your usage.
Dimension | Description | Cost/unit |
|---|---|---|
voice minutes | Number of minutes spent on the voice channel, accross all contact of all instances | $0.0045 |
Dimensions summary
This listing uses a contract model with two pricing dimensions. The Essentials dimension is your base subscription. It covers the core tool for managing Amazon Connect instances and sets usage limits: 2 instances, 100 prompts, 2 languages, and 2 wallboards. It also bundles in 2,500 voice minutes and 5,000 digital contacts. The voice minutes dimension is a usage-based add-on. You pay per minute spent on the voice channel across all contacts in all instances. This lets you scale voice usage beyond what the Essentials bundle includes.
Top-of-mind questions for buyers
A voice minute is one minute spent on the voice channel. The count adds up across every contact in every instance you run. These minutes accrue only after you use up the 2,500 voice minutes bundled in the Essentials dimension.
The Essentials dimension bundles 2,500 voice minutes and 5,000 digital contacts. Once voice usage passes that bundle, the usage-based voice minutes dimension charges per extra minute. This lets you scale voice usage beyond the bundle without changing your base subscription.
The Essentials dimension sets your fixed base, covering instances, prompts, languages, wallboards, and the bundled voice and digital contacts. The voice minutes dimension adds variable cost per minute above the bundle. Both appear on the same invoice, so heavy voice usage shifts more cost to the per-minute dimension.
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