Amazon Connect

Cloud contact center (voice + chat), configured in a console. Pay per voice-minute / chat-message, no upfront commitment.

• Contact flow — the customer’s path: greeting → identity (Voice ID biometrics) → self-service → queue → agent → post-contact survey. Built in the drag-and-drop flow designer.
• Queue — where contacts wait. Routing profile — which queues and channels (voice, chat) an agent takes; one workspace across both.
• Lambda runs custom logic mid-flow (customer lookup, API call, balance fetch). S3 stores recordings and transcripts. Contact Lens adds transcription, sentiment, and call analytics.