Amazon Connect Contact Centers

Amazon Connect is an easy-to-use omnichannel cloud contact center that supports inbound or outbound calling and allows contact center staff to conveniently handle customer calls from anywhere and create personalized experiences for their customers. It’s an open platform that integrates with other enterprise applications for units who would like to support additional applications in their contact center such as Salesforce. 

Amazon Connect is a suitable solution for your contact center if you have more than 50 agents and when you need specialized requirements.

ITS provides end-to-end support for Amazon Connect Contact Centers including:

  • Design, engineering, installation, configuration, operations or Cloud consultation.
  • Use of a current U-M phone number to maintain 5 digit campus dialing functionality. 5-digit dialing is possible from U-M phone systems to lead numbers that have been moved to Amazon Connect.
  • Session Initiation Protocol (SIP)Trunks integration.

Units will need to provide their own headsets and stations. Service charges will be determined by ITS based on unit requirements.

Units who directly run their Amazon Connect instances are responsible for managing and supporting their own systems as the information we referenced might not apply to their environment. 
Note: U-M Virtual Private Network (VPN)  is not required for Amazon Connect when you work off-site.

U-M User Documentation

Training Videos