Amazon Connect
Amazon Connect is AWS’s cloud contact center platform — pay as you go, no legacy PBX hardware. ConnectCX designs and delivers end-to-end projects in Vietnam and the region.
Trend: integration & omnichannel
Amazon Connect is expanding integrations — APIs, events, chat, tasks, Cases and CRM links — making it a strong fit for omnichannel: one customer journey across voice, digital and back-office. ConnectCX architects solutions so you can adopt new AWS capabilities without rebuilding everything each year.
AWS ecosystem
Connect deployments typically use other AWS services in the same account and VPC:
- Amazon S3 — Call recordings, Contact Lens transcripts, reports, backups.
- Amazon SES — Confirmation and follow-up emails after calls or chats.
- Amazon EC2 — Connectors, middleware or legacy integration when needed.
- Lambda, EventBridge, Kinesis — Contact events, CRM sync, automation.
- DynamoDB, RDS — Session state and customer lookup caches.
- CloudWatch, IAM, VPC — Monitoring, access control and secure networking.
Solution components
- Contact flows — Multi-level IVR, skills, hours, languages.
- Agent workspace — CCP softphone, chat, tasks, CRM screen pop.
- Telephony — DIDs, SIP, transfer, callback, voicemail.
- Lambda & APIs — CRM integration, customer verification, tickets.
- Contact Lens & Amazon Q — QA analytics and real-time agent assist.
