Amazon Connect is an omnichannel cloud contact center that helps companies provide superior customer service at a lower cost. Amazon Connect provides a seamless experience across voice and chat for customers and agents. This includes one set of tools for skills-based routing, powerful real-time and historical analytics, and easy-to-use intuitive management tools – all with pay-as-you-go pricing.

You can create one or more instances of the virtual contact center instances in either AMS multi-account landing zone or single-account landing zone accounts. You can use existing SAML 2.0 identity providers for agent access or use Amazon Connect native support for user life cycle management.

Additionally, you can claim toll free/direct dial phone numbers for each Amazon Connect instance from the Amazon Connect console. You can create rich contact flows to achieve the desired customer experience and routing using an easy-to-use graphical user interface. The contact flows can leverage AWS Lambda functions to integrate with on-premises data stores and API’s. You can also enable data streaming using Kinesis Streams and Firehose.

The call recordings, chat transcripts, and reports, are stored in an Amazon S3 bucket encrypted using an AWS KMS key. The contact flow logs can be saved to CloudWatch log groups.