Amazon Connect

You can use Kinesis Data Streams to export contact records and agent events in real-time from your Amazon Connect instance. You can also enable data streaming from Amazon Connect Customer Profiles to automatically receive updates to a Kinesis Data Stream about creation of new profiles or changes to existing ones.

You can then build consumer applications to process and analyze the data in real-time. For example, using contact records and customer profile data, you can keep your source systems data, such as CRMs and marketing automation tools, up-to-date with the latest information. Using the agents event data, you can create dashboards that display agent information and events, and trigger custom notifications of specific agent activity.

For more information, see data streaming for your instance, set up real-time export, and agent event streams in the Amazon Connect Administrator Guide.