Contact flows
Look up the customer, the order, or the open case and set attributes the queue and the agent desktop can use. The flow stays specific to the operation instead of a generic menu.
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Amazon Connect · Flows, Lambda, and data
Amazon Connect Custom Integration
Amazon Connect is already an AWS workload. The packaged CRM voice path covers a standard agent desktop. Custom work is the contact flow that must read your systems, the Lambda that writes them, and the interaction data that should land in the lake your analysts query. CXDisco builds that layer for mid-size and large contact centers.
Contact flows that call your APIs before an agent is offered the contact.
Lambda and CRM writes into Salesforce, ServiceNow, or Dynamics.
Contact trace and outcome data in the lake, not only in Connect.
What CXDisco builds
Lambda and CRM
Create or update the CRM record, attach the contact id, and push after-call outcomes back. One function path, reviewed, instead of agents copying fields.
Data lake and warehouse
Contact trace records, queue metrics, and the attributes you set in the flow can land in S3, Redshift, Snowflake, or BigQuery on a schedule your BI team already trusts.
Alongside the packaged connector
Service Cloud Voice and partner telephony can stay in place. We add the custom reads and writes the package does not cover.
Good fit if you want
- Flows that know the customer before the agent does
- CRM records written from the contact, not retyped
- Interaction data queryable with the rest of the business
- A first Lambda path in production without a platform rewrite
Related integration work
See contact center CRM integration and contact center data integration. If the platform is Genesys, start at Genesys Cloud custom integration.
Start with an Integration Audit
Tell us which platforms you run and where data still gets copied by hand. We will map the CCaaS, CRM, and warehouse work a custom integration should take on.
Book an Integration Audit