amazon connect integration

Connector with ServiceNow, by VoiceFoundry

Automated workflows to improve employee and customer experiences in your contact center

This Quick Start provides a set of AWS Lambda functions to jumpstart your integration of ServiceNow and Amazon Connect. The integration, built by VoiceFoundry, enhances the experience of employees and customers who interact with your contact centers.

The Quick Start deploys five Lambda functions that communicate with your instance of ServiceNow. After deployment, these functions enable several capabilities:

  • Retrieve all incidents for a person based on a phone number.
  • Retrieve the status of the latest incident based on a phone number.
  • Retrieve the status of an incident based on the incident number.
  • Create a ticket with minimum required fields.

Connector with ServiceNow - Amazon Connect integration

This Quick Start was developed by VoiceFoundry in collaboration with AWS.
VoiceFoundry is an AWS Competency Partner.

 See the source code for this Quick Start

To add ServiceNow to Amazon Connect:

Step 1 Sign up for an AWS account, if you don't already have one.

Getting an account will automatically sign you up for Amazon Connect and all other AWS services.
Step 2 Sign up for a free developer instance of ServiceNow, or use an existing instance.
Step 3 Create a new Amazon Connect instance for the integration, or use an existing instance.
Step 4 Deploy the integration.

Complete the parameter fields to specify the Amazon Connect instance ID, the domain name of your ServiceNow instance, and your ServiceNow user name and password. Deployment takes just a few minutes. Amazon Connect integrations are currently supported in the US East (N. Virginia) Region only.

For detailed instructions, see the ServiceNow integration guide.

You are responsible for the cost of the AWS services and partner solutions used while running this Amazon Connect integration.