Channel-Connect is a Bring-Your-Own-Channel framework for Amazon Connect. Turn the contact points Connect ignores — product reviews, regional messengers, social DMs and feedback widgets — into first-class Amazon Connect chat contacts: routed, recorded, reported and screen-popped into your CRM, exactly like a native channel.
"Service your Trustpilot, Google and App-Store reviews — plus Telegram, LINE, Instagram and WhatsApp — from the same Amazon Connect queue as your phone calls. Pick the channels, drop in your credentials. No code."
Connect natively covers voice, chat, SMS, email, tasks, WhatsApp and Apple Messages for Business — but not Instagram, Messenger, X, regional messengers, or product reviews. Competitors (Genesys Open Messaging, Salesforce BYOC, NICE CXone) have a framework; Connect doesn't. And nobody cleanly services product reviews as a contact-centre channel.
Trustpilot, Google and App-Store / Play-Store reviews routed to agents like any other contact — uniquely.
Instagram, Facebook Messenger and X, plus Telegram, LINE, WeChat and Viber — the channels Connect skips.
Every channel lands in the same Amazon Connect routing, recording and reporting as your voice calls.
More channels added continuously — if your customers use it, we can route it.
Choose the review sites, messengers and social channels you want to service.
Connect each channel with its API credentials — no code, configured per tenant.
Incoming messages and reviews are normalised and presented to Amazon Connect as native chat contacts.
Contacts flow through your existing queues, recording, reporting and CRM screen-pop — like any native channel.
Tell us which channels you want to service and we'll show them routed in Amazon Connect.