ConnectPath vs. Native Amazon Connect Tools
AWS built the infrastructure. We built the contact center.
AWS built Amazon Connect to handle telephony at global scale, native AI, and the flexibility that comes with the world's largest cloud platform. It's exceptional infrastructure—the same infrastructure that runs Amazon's own retail customer service.
But infrastructure isn't a contact center. Your supervisors don't manage queues in the AWS console. Your agents don't take calls in CloudWatch. Your operations team doesn't run the floor from Lambda functions.
ConnectPath is the contact center your team actually logs into—built entirely on Amazon Connect, running in your AWS account, powered by the infrastructure you already chose.
Two Decisions, Not One
Selecting Amazon Connect was the infrastructure decision. The right one. Now there's an operations decision: How will your team actually run this contact center?
Assemble It Yourself
Amazon Connect provides APIs, primitives, and flexibility. With enough development resources and time, you can construct dashboards in QuickSight, build disposition workflows in Lambda, create wallboards from scratch, and integrate third-party tools for agent collaboration.
Run It Today
ConnectPath delivers the contact center that sits on top of Amazon Connect infrastructure—supervisor tools, agent desktop, operational workflows, team collaboration—without building from components.
What Amazon Connect Provides
Amazon Connect is genuinely excellent infrastructure. This is the foundation. ConnectPath doesn't replace it—we build on it.
Global Telephony
DID and toll-free numbers in 158 countries, direct connections to 40+ tier-1 carriers, built-in redundancy across availability zones.
Native AI
Amazon Q for agent assistance, Contact Lens for real-time transcription and sentiment analysis, Lex for conversational IVR and virtual agents.
AWS Ecosystem
Lambda for custom logic, DynamoDB for data storage, S3 for recordings, EventBridge for integration, Kinesis for streaming—infinite extensibility.
Usage-Based Pricing
Per-minute voice, per-message chat, no seat licenses, no minimums—pay for what you use.
Enterprise Compliance
HIPAA-eligible, PCI DSS, SOC 2, FedRAMP, HITRUST, GDPR—the certifications enterprise security teams require.
What a Contact Center Requires
Infrastructure handles connections. A contact center handles operations.
Supervisors Need to See and Act
Metrics APIs, CloudWatch dashboards, real-time data streams.
- LiveLook: Individual callers in queue—phone numbers, wait times, custom attributes—not just aggregate counts
- Team Status Drawer: Every agent's current state and duration, always visible, with one-click access to monitor, whisper, or barge
- Live Whisper Coaching: Speak directly to agents during active calls without customers hearing—actually live, not pre-recorded prompts
- Visual Queue Management: Drag agents between routing profiles based on skills and real-time metrics
- Wallboard Mode: One-click fullscreen displays for the floor—no custom development required
Agents Need to Collaborate
Contact Control Panel for customer interactions, Quick Connects for transfers.
- Agent-to-Agent Chat: Built-in messaging, one click from the Team Status Drawer
- Peer-to-Peer Calling: Internal calls between agents, tracked in activity records
- Personal and Global Directories: Agent-managed contact lists with one-click dialing
- Team Announcements: Screen pops and marquee messages pushed to targeted groups
Operations Needs Workflow
Contact flows, Lambda integration, attribute passing.
- Multi-Level Dispositions: Hierarchical categories with timer enforcement and queue-specific options—no Lambda required
- Scheduled Reporting: Daily, weekly, monthly delivery with email notifications—no QuickSight configuration
- Holiday Management: Configure closures in the interface, not buried in contact flow logic
- Post-Contact Surveys: Create, deploy, and measure without building flows from scratch
- Activity Search: 100,000 records with advanced filtering, transcript search, and composite queries
The Agent Desktop
A functional, lightweight Contact Control Panel.
- Unified Interface: All channels, metrics, team status, and directory in a single view
- Customizable Layout: Drag-and-drop widget arrangement without IT involvement
- CRM Integration: Salesforce, Microsoft Dynamics, Zendesk, ServiceNow—embedded or tabbed
- Jabra Headset Control: Native integration for call control on supported models
- End-of-Contact Tone: Audio notification when customers disconnect
The Architecture
ConnectPath isn't a separate system that integrates with Amazon Connect. It's a serverless application deployed in yourAWS account, using Amazon Connect's APIs, running on the same infrastructure.
ConnectPath processes and displays it—nothing is extracted to external systems.
Contact Lens, Amazon Q, Lex—all accessible, all functional, enhanced by operational context.
You pay AWS for Amazon Connect usage. ConnectPath adds ~$0.25/hour per user for the contact center layer.
HIPAA-eligible Amazon Connect instances maintain that status with ConnectPath deployed.
AWS partnership is real.CloudHesive is an AWS Premier Consulting Partner with Amazon Connect Service Ready specialization. We don't compete with AWS—we complete the solution.
Features That Require a Contact Center
Some capabilities don't exist in infrastructure—they exist in contact centers.
15 Minutes from Infrastructure to Contact Center
No professional services required. No weeks of implementation. No custom development.
The infrastructure you already have becomes a contact center your team can run—today.
Get Started NowWho This Is For
- Operations leaders who chose Amazon Connect for the infrastructure and now need to actually run a contact center on it.
- Supervisors who need to see, coach, and intervene—not just observe metrics from a distance.
- IT teams who selected Amazon Connect for its flexibility but don't have developer bandwidth to build operational tooling.
- Organizations migrating from legacy platforms who expect a contact center to include contact center tools.
- Contact centers scaling on Amazon Connect who've proven the infrastructure and now need the operational layer.
Who Should Build Custom
- Development-first organizations with dedicated engineers, established AWS expertise, and preference for building proprietary tooling.
- Highly specialized requirements that don't fit standard contact center patterns.
- Experimental deployments testing Amazon Connect viability before committing to scale.
Amazon Connect infrastructure supports building from scratch. If that's your model and you have the resources, build. ConnectPath exists for organizations that want to run a contact center, not build one.
The Bottom Line
Amazon Connect is the right infrastructure. Proven at Amazon's own scale, powered by AWS, with native AI and global reach that no legacy platform can match.
But infrastructure is step one. Step two is the contact center your team actually operates.
Amazon Connect powers it. ConnectPath runs it.
ConnectPath is built by CloudHesive, an AWS Premier Consulting Partner with Amazon Connect Service Ready specialization.