amazon connect integration


Integration of agent desktop and call flow with SpiceCSM CEH

This integration automatically deploys an AWS Lamba function that enables Amazon Connect to communicate with SpiceCSM automated processes.

SpiceCSM provides the Customer Engagement Hub (CEH) platform, which connects disparate systems, people, and processes, and orchestrates interactions to improve the customer experience.

This integration of SpiceCSM with Amazon Connect provides an end-to-end contact center solution. With SpiceCSM’s ability to integrate with any disparate system, data can be fed to Amazon Connect and read back to the caller via automated processes defined in SpiceCSM’s workflow engine, and the caller can easily engage with live agents without breaking the contact flow.

The benefits of the integration include:

  • Intelligence: Complex logic and routing, and integration of any data source into the contact flow
  • Unified interface: Fully integrated Amazon Connect softphone, CRM, workflow, and data sources in one agent view
  • Ease of use: Low-code to no-code development of integrations, workflows, and intelligent automation
SpiceCSM - Amazon Connect integration

This Quick Start was developed by SpiceCSM in collaboration with AWS.
SpiceCSM is an APN Partner.

 See the source code for this Quick Start

To add SpiceCSM 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 Get a subscription to SpiceCSM.
Step 3 Create a new Amazon Connect instance for the integration, or use an existing instance.
Step 4 Deploy the integration.

Launch the AWS CloudFormation template that performs the integration. Deployment takes just a few minutes. Amazon Connect integrations are currently supported in the US East (N. Virginia) Region only.
Step 5 Configure the integration.

Follow the steps in the SpiceCSM documentation to complete configuration tasks.

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 partner solutions used while running this Amazon Connect integration.