AWS – Amazon Connect agent workspace expands capabilities for third-party applications, including contact-related actions

The Amazon Connect agent workspace now supports additional capabilities for third-party applications including the ability make outbound calls, accept, transfer, and clear contacts, and update agent status. These enhancements allow you to integrate applications that give agents more intuitive workflows. For example, agents can now initiate one-click outbound calls from a custom-built call history interface that presents their most recent customer interactions.

Third-party applications are available in the following AWS Regions: US East (N. Virginia), US-West (Oregon), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London).

To learn more and get started, see our admin guide and developer guide.
 

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