Securely implement enterprise-ready video calling in Amazon Connect
Contact Center Blog
This article explains how to implement secure enterprise video calling in Amazon Connect with end-user authentication using AWS services.
- Integrates Amazon Connect with AWS End User Messaging to send SMS with one-time passwords and video session links
- Agents initiate video calls via task templates, triggering Lambda functions to store customer details and PINs in DynamoDB
- Customers authenticate by entering PIN received via SMS before connecting to video call
- Automatic data cleanup: PINs expire after 5 minutes, configuration data after 30 minutes
- Deployment uses CloudFormation template with Amazon Connect, Lambda, DynamoDB, and CloudFront
- Includes step-by-step configuration for SMS sender ID, communication widget setup, and security profiles
This solution provides a secure, scalable approach to video calling in Amazon Connect with built-in authentication and automatic credential management.
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