Amazon Connect and Pega Customer Service Integration Service
Call Center Power · Customer Service
Certification per AWS Marketplace.
Evidence tier Source Confirmed · 4 captures on record
What the publisher says
As described on AWS Marketplace.
This service deploys and integrates Pega Customer Service™ with Amazon Connect creating a unified, end to end customer service solution, supported by the Amazon Connect Intelligent CTI and IVR integration package available through the Pega Marketplace. The service integrates Pega Call™ with Amazon Connect to deliver the core CTI capabilities—including screen pops, agent controls, click to call, and call routing event handling—that enable seamless telephony integration for agents and service operations. **Key Activities and Deliverables** *1/Amazon Connect Implementation:* Amazon Connect environment deployment; contact flow development; queue and routing configuration; omnichannel enablement; voice and chat setup. *2/AI & Automation:* Amazon Lex and BYOB chatbot integration; Amazon Q in Connect implementation; real-time AI assistance; conversational IVR automation; intelligent routing and agent assist. *3/Pega Call Integration:* configure Pega Call adapter for Amazon Connect (embed the CCP softphone in the Constellation portal); define ANI-to-case screen-pop rules and contact attribute mappings; define Click-to-Dial placement in in-scope Constellation views; confirm Pega platform compatibility. *4/Security & Compliance:* security design aligned to industry requirements; encryption at rest and in transit; SSO integration with Okta; role-based access controls; AWS KMS integration.* 5/Analytics & Optimization:* Amazon Connect Contact Lens; QuickSight dashboards; sentiment analysis; QA scorecards; WFM forecasting and adherence. *6/Migration Services:* Legacy platform migration: number porting and cutover; historical recording migration; UAT support; Hypercare and operational readiness.
Highlights
Highlighted by the publisher on AWS Marketplace.
Amazon Connect Service Delivery Partner and eligible for Amazon Connect MAP funding.
Management team has 35+ years contact center experience.
Deliver comprehensive contact center operational assessments across staffing, training, quality, workforce management, technology, analytics, and performance improvement.
Agent build and provenance
See the full provenance
The layer-by-layer build, the evidence behind each claim, the risk basis and the cross-marketplace links are open to any account. Some rows are disclosed, some the source leaves Unknown; a free account shows you which.
Compliance
- FedRAMPConfirmedNot listed90%, registry-checkedNo FedRAMP Marketplace entry matched this vendor's domain, checked 2026-08-27registry recordas observed 2026-08-27
Confirmed means matched to a public authoritative registry. Claimed means the vendor or its listing states it, not yet cross-checked. A framework not shown was not found in any source we hold, which is not evidence against it. Not listed means a scoped registry check found no match for this vendor's domain: a No is a scoped registry check, not a compliance judgment. Confidence bands: 95% domain-verified, 90% registry-checked, 80% self-attested, 70% weak signal. Self-attested items marked “vendor's site” are gathered from the vendor's own website and are not verified by us.
Vendor
External enrichment · as of 2026-08-05
Sources
Linked repositories
Unknown means this listing does not publish a repository. It is not a statement that the code is closed, and a linked repository is not a claim that the publisher wrote it: the registry computes that relationship privately and does not publish it.
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