In the Amazon Connect agent workspace, customers can now use information from the current contact, such as the customer's phone number, to automatically look up data or take certain actions in a third-party application. For example, when the contact comes in, the agent could see a list of the current customer’s orders in a third-party agent workspace app without needing to do manual searches. This feature helps automate data entry and reduce mistakes, decreasing average handle time and improving customer satisfaction.

Third-party applications preview is now 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 how to build a third-party application, see the developer guide. To add a third-party application to your contact center, see the admin guide.