This Guidance demonstrates the integration of Amazon Connect with the SAP Sales and Service Clouds using an AWS Cloud Development Kit (AWS CDK) template. This template provides for the deployment of a connector enabling seamless voice integration between the solutions. The integration reduces call handle time and provides agents with insights to deliver personalized service based on the online customer journey derived from Amazon Connect. Additionally, the integration incorporates generative artificial intelligence (AI) capabilities to provide call analytics and call transcript summarization available directly in the customer or account timeline within SAP Sales & Service Clouds. The modular design of this Guidance also provides for additional Amazon Connect features to be enabled with ease in the SAP Sales and Service Clouds environments as required.

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Well-Architected Pillars

The AWS Well-Architected Framework helps you understand the pros and cons of the decisions you make when building systems in the cloud. The six pillars of the Framework allow you to learn architectural best practices for designing and operating reliable, secure, efficient, cost-effective, and sustainable systems. Using the AWS Well-Architected Tool, available at no charge in the AWS Management Console, you can review your workloads against these best practices by answering a set of questions for each pillar.

The architecture diagram above is an example of a Solution created with Well-Architected best practices in mind. To be fully Well-Architected, you should follow as many Well-Architected best practices as possible.

  • Your contact center operations benefit from AWS core services including Amazon Connect for call handling, EventBridge for event management, and Lambda for automated processing. This approach creates a seamless workflow between your contact center and the SAP Sales and Service Cloud, with interface files stored in Amazon S3 and delivered through the global network of CloudFront. This integration automatically processes call events and manages infrastructure through an AWS Cloud Development Kit (AWS CDK), allowing your agents to focus on customer service while maintaining operational efficiency through automated, consistent deployments.

    Read the Operational Excellence whitepaper 

  • The services selected help you implement comprehensive security through account segregation between customer and SAP environments. Specifically, the architecture uses CloudFront for secure content delivery and AWS Identity and Access Management (IAM) for access control. The architecture employs multiple security layers including the default Amazon S3 Block Public Access settings, server-side encryption, and CloudFront Origin Access Controls (OAC). AWS Key Management Service (AWS KMS) manages encryption and AWS Secrets Manager securely stores credentials for SAP REST API integration, helping ensure protection with HTTP basic authentication and TLSv1.2 protocols.

    Read the Security whitepaper 

  • This Guidance helps you achieve highly reliable workloads through the managed infrastructure of Amazon Connect and with the global edge network of CloudFront. These services help ensure dependable delivery of the Contact Control Panel interface worldwide. The architecture also implements redundant storage through dual Amazon S3 buckets with cross-Availability Zone replication. In addition, Lambda and EventBridge provide automatic scaling and consistent event processing. For stable SAP system integration, these services are supported by the built-in retry mechanisms and throttling controls of API Gateway.

    Read the Reliability whitepaper 

  • The performance of this architecture is optimized through the cloud capabilities of Amazon Connect, coupled with the global edge network of CloudFront, minimizing latency for worldwide users. It uses the serverless computing capabilities of Lambda for automatic scaling. Also, EventBridge helps ensure efficient event routing between services, creating a responsive environment where real-time data synchronization between Amazon Connect and SAP Sales and Service Cloud enhances agent productivity and your customer’s experience.

    Read the Performance Efficiency whitepaper 

  • Costs are minimized with this Guidance through serverless and pay-per-use services. Lambda charges only for actual execution time and Amazon Connect bills based on usage minutes. The tiered storage options of Amazon S3 coupled with the efficient content delivery of CloudFront optimize data management costs. Lastly, the pay-per-event model of EventBridge helps ensure you pay only for processed events, eliminating expenses from idle infrastructure while maintaining the ability to handle peak loads efficiently.

    Read the Cost Optimization whitepaper 

  • Lambda and EventBridge consume power only during active processing, promoting sustainability through optimized resource usage. Additionally, Amazon Connect eliminates the need for energy-intensive physical hardware, and the edge network of CloudFront reduces data transfer distance. Finally, Amazon S3 includes intelligent storage tiering to minimize storage waste. All services operate within the energy-efficient data centers of AWS that feature optimized cooling and power systems.

    Read the Sustainability whitepaper 

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The sample code; software libraries; command line tools; proofs of concept; templates; or other related technology (including any of the foregoing that are provided by our personnel) is provided to you as AWS Content under the AWS Customer Agreement, or the relevant written agreement between you and AWS (whichever applies). You should not use this AWS Content in your production accounts, or on production or other critical data. You are responsible for testing, securing, and optimizing the AWS Content, such as sample code, as appropriate for production grade use based on your specific quality control practices and standards. Deploying AWS Content may incur AWS charges for creating or using AWS chargeable resources, such as running Amazon EC2 instances or using Amazon S3 storage.

References to third-party services or organizations in this Guidance do not imply an endorsement, sponsorship, or affiliation between Amazon or AWS and the third party. Guidance from AWS is a technical starting point, and you can customize your integration with third-party services when you deploy the architecture.

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