amazon connect integration

WEBTEXT Contact Center Messaging

Caller interactions that support SMS text, MMS pictures, Facebook Messenger, and other messaging channels

This Quick Start integrates WEBTEXT Contact Center Messaging with Amazon Connect. This integration enables your Amazon Connect contact center to use SMS text, MMS pictures, Facebook Messenger, and other messaging channels to transform the user experience. Messaging-enabled contact centers support users in their preferred channel, on their preferred device.

  • Voice agents can send secure SMS or Messenger text messages, including URL links, to cellphone callers during or after a call.
  • Automatic CTI number lookup verifies whether the caller is on a cellphone and can receive an SMS or Messenger message.
  • Messages can be created by typing, copying and pasting from other applications, or by using message templates. The screen pop gives agents a complete history of all messages sent to or from the caller's number, including automated messages sent from business systems.

This integration includes AWS Lambda functions that use the WEBTEXT CPaaS platform API. The interactive voice response (IVR) service uses these Lambda functions to identify whether a number is mobile, and to send an initial message to the caller inviting them to contact the agent via a non-voice channel.

 

WEBTEXT Contact Center Messaging - Amazon Connect integration

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

 See the source code for this Quick Start
  •  How to deploy
  •  Resources
  •  How to deploy
  • 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 WEBTEXT CCM - Voice Agent Messaging in AWS Marketplace.
    Step 3 Create a new Amazon Connect instance for the integration, or use an existing instance.
    Step 4 Log in to the Amazon Connect instance and follow the instructions in the WEBTEXT Configuration Guide to configure the instance.
    Step 5 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 6 Test the integration.

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

  •  Resources
  • This Amazon Connect integration is related to a solution featured in Solution Space that includes a solution brief, optional consulting offers crafted by AWS Competency Partners, and AWS co-investment in proof-of-concept (PoC) projects. To learn more about these resources, visit Solution Space.