Build Unified Voice, Video and Chat Communications with Amazon Connect

This article demonstrates how to build a unified customer-agent engagement combining voice, video, and chat in Amazon Connect, enabling customers to complete complex tasks without transfers or callbacks.

• Unifies voice/video and chat channels within single customer-agent engagement
• Uses StartWebRTCContact API to initiate calls and DescribeContact to extract agent ID
• Routes chat to same agent via contact flow attributes and Chat Widget integration
• Authentication via Amazon Cognito user pool; authorization via identity pool and AWS STS
• Frontend manages WebRTC sessions using Amazon Chime SDK for real-time media
• Temporary, scoped credentials prevent long-lived secrets in frontend
• Solution packaged as AWS CDK application with CloudFront, S3, Cognito, IAM, and Connect flows
• Improves customer experience, operational efficiency, and compliance audit trails

The solution enables seamless multi-channel interactions—such as document signing during calls—reducing handle time and improving first-contact resolution.