Build Unified Voice, Video and Chat Communications with Amazon Connect
Contact Center Blog
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.
The AWS News Feed is currently looking for gold sponsors. If you want to support the AWS community and reach a large audience of AWS professionals, consider sponsoring the AWS News Feed.
Related articles
2025
2025
2025
2024
The AWS News Feed is currently looking for silver sponsors. If you want to support the AWS community and reach a large audience of AWS professionals, consider sponsoring the AWS News Feed.