Amazon Connect — Comprehensive Skill Reference

Amazon Connect (now "Amazon Connect Customer") is an omnichannel cloud contact center with 9 sub-services:

Service	What It Does
Connect Service	Core contact center — flows, routing, queues, users, metrics, instances
Contact Lens	Conversational analytics — sentiment, transcription, categories, redaction
Customer Profiles	Unified customer data — identity resolution, integrations, segments
Cases	Case management — domains, templates, layouts, rules
Q Connect	AI-powered agent assist — knowledge bases, AI agents, prompts, guardrails
Participant Service	Chat/messaging participant management — messages, events, transcripts
Outbound Campaigns	High-volume outbound — predictive dialer, ML answering machine detection
App Integrations	Third-party data/event integrations
Connect AI Agents	Agentic self-service + agent-assist — MCP tools, multi-step reasoning

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