Amazon Web Services

Amazon Connect’s Unified Agent Application

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Organizations use different tools to automate and consolidate their IT services, operations, and business management. One popular tool is ServiceNow; however, with the rising trend of empowering employees and taking the customer experience to the next level, it often gets enhanced with Amazon Connect for telephony support. Let’s explore how we have implemented this integration for one of the largest milk marketing cooperatives in the US.

The Use Cases

ServiceNow integration

The client wanted to integrate ServiceNow with Amazon Connect to enable their users to answer calls within ServiceNow through the CTI adapter. The ask was simple; however, we quickly encountered a licensing issue which prohibited us from implementing the CTI adapter. The next challenge: how to solve the licensing matter without adding another licensing package?

The answer to this was an Amazon Connect feature called Customer Profiles. This feature enables contact center agents to have customer information automatically pulled into a unified profile that is easy to use. This includes out-of-the-box integration with various applications – most importantly for this use case, ServiceNow.

To further enhance the client’s integration, we took advantage of a newly released Amazon Connect tool called Unified Agent Application which enables access to multiple Amazon Connect features in a single agent console web view. The Unified Agent Application includes the CCP for call controls, Customer Profiles for contact information, Tasks for handling asynchronous workflows done by agents, and Wisdom to provide the next best action. We embedded Customer Profiles within this singular Agent console web view for an easy integration with ServiceNow.

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using Customer Profiles and the Unified Agent Application make the integration much simpler, but it also allowed for an enhanced, streamlined agent experience – all while meeting the necessary timelines.

Webchat channel

In addition to the ServiceNow integration, we introduced a webchat channel with Amazon Connect. Since this feature comes out-of-the-box with Amazon Connect, enabling it was simple. The next item on the list was adding the webchat widget to the customer-facing website.

Within the Admin Console, we customized the webchat user interface with a form of JavaScript and embedded it on the customer-facing website. This allowed us to quickly create a webchat widget without the need for custom implementation or styling.

How can Perficient help you?

Integrating Amazon Connect with various systems can be very time consuming, expensive, and challenging. We are an APN Advanced Consulting Partner for Amazon Connect which gives us a unique set of skills to accelerate your cloud, agent, CRM, and customer experience.

Perficient takes pride in our personal approach to the customer journey where we help enterprise clients transform and modernize customer experience by integrating Amazon Connect with various systems to take your contact center experience to the next level.

For more information on how Perficient can help you get the most out of Amazon Connect, please contact us here.

About the Author

Matija is a Delivery Director at Customer Engagement Solutions, focusing on Amazon Connect implementations and contact center migrations. His background spans 8 years, including Microsoft system administration, unified communications, Lync/Skype for Business telephony, DevOps, Azure, AWS, Twilio Flex, Agile delivery, and a little bit of everything else.

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