amazon connect integration

Connector with ServiceNow

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

Steps to deploy

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

This Quick Start deploys five Lambda functions that communicate with your ServiceNow instance and provide the following 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 integration was developed by VoiceFoundry in collaboration with AWS. VoiceFoundry is an AWS Partner.

 See the source code for this Quick Start
  •  To add ServiceNow to Amazon Connect
  • Step 1 Sign in to your AWS account. If you don’t have an AWS account, sign up at https://aws.amazon.com.

    Getting an account automatically signs you up for Amazon Connect and 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 for your Amazon Connect instance ID, ServiceNow domain name, and ServiceNow user name and password. Deployment takes a few minutes. Amazon Connect integrations are currently supported in the US East (N. Virginia) Region only.

    For more information, see Integrate Cloud Call Center with Amazon Connect.

    Amazon may share user-deployment information with the AWS Partner that collaborated with AWS on this solution.  

    You are responsible for the cost of the AWS services and any third-party licenses used while running this Quick Start Connect integration. There is no additional cost for using this integration.