We are currently implementing an integrated contact center solution using Amazon Connect with ServiceNow Voice. Our goal is to provide agents with a single unified console
At the moment, we are referring to the following older documentation/PDF released around October 2022
However, we are looking for the latest and complete end-to-end implementation documentation that covers:
- Prerequisites
- Architecture and supported versions
- ServiceNow Voice setup
- Amazon Connect integration steps
- CTI/agent workspace configuration
- Case management integration
- Analytics and AI feature enablement
- Best practices and limitations
- End-to-end configuration and testing
Could someone please share the most recent official documentation, implementation guide, or recommended resources for Amazon Connect + ServiceNow Voice integration?
