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Amazon Connect Integration

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edited Oct 3, 2023 3:19PM in Agent Desktop 2 comments

Introduction

Agents utilize the Amazon Connect Contact Control Panel (CCP) on the Amazon Connect platform to engage with customer contacts. Through the CCP, agents can handle incoming calls, engage in chat conversations with contacts, transfer them to other agents, place them on hold, and carry out various essential duties. The CCP can be integrated with the B2C Service with the help of Amazon Connect Streams API, this will also provide events for handling contact and agent interactions. In addition, the Amazon Connect Contact Control Panel (CCP) provides the capability to directly manage agent and contact state events through an object-oriented, event-driven interface. You have the flexibility to utilize the pre-built interface or create a customised one according to your preferences, thanks to the versatility offered by Streams. We have created a BUI Extension which will render a page which includes the streams API as a side panel extension. For Amazon Connect chat integration, we are also using the 

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