What can agents use instead of, or around, the Amazon Connect CCP?
The Amazon Connect Contact Control Panel (CCP) handles calls, chats and transfers and can be embedded in a CRM through the Streams API. Teams that need more than contact controls use Amazon’s agent workspace, a vendor CTI adapter, or an omnichannel workspace that keeps the CCP’s routing underneath. Totalix for Amazon Connect, from January 2027, is the last kind.
The options compared
| Option | Role of the CCP | What it adds | Where agents work | Availability |
|---|---|---|---|---|
| CCP on its own | The contact controls themselves | Calls, chat, transfer, after-contact work | A browser tab, or embedded in a CRM via the Streams API | Now |
| Amazon Connect agent workspace | Included in the workspace | Customer Profiles, Cases, step-by-step guides, third-party apps, agent assist | Amazon’s workspace | Now |
| CTI adapter for Salesforce or ServiceNow | CCP embedded in the CRM | Screen pop, click-to-call, record logging; queues mapped to ServiceNow Advanced Work Assignment | Salesforce or ServiceNow | Now |
| Totalix for Amazon Connect | Connect flows and routing stay in place; calls are handled in the Totalix workspace | Upstream Works digital channels, AI Agent Assist, knowledge, journey visibility, analytics | CRM-embedded Totalix workspace | January 2027 |
Vendor facts from AWS and ServiceNow documentation, 21 October 2026.
When it fits
Agents handle more than voice, switch between windows today, or need AI assistance and knowledge beside the conversation.
When it doesn’t
Your agents only take calls and the CCP or a CTI adapter already covers them; or you need the change before January 2027.
How Totalix does it
From January 2027, Totalix for Amazon Connect handles Connect calls in the same CRM-embedded workspace as chat, email, video and messaging, with AI Agent Assist and knowledge beside the conversation, so agents are not switching between windows. Your Amazon Connect flows and routing stay in place.
Totalix for Amazon Connect → · Best agent desktop for Amazon Connect → · Request a demo →
Questions buyers ask
Does Totalix replace the CCP?
No. Amazon Connect routing and flows stay in place; Totalix handles the calls in its workspace.
Can we keep our CRM CTI adapter?
Totalix for Amazon Connect is itself CRM-embedded, so a separate adapter is not needed for the teams using it.
When is it available?
January 2027.
What about the other Totalix editions?
Complete, for Cisco, Embedded and Mobile are generally available from 1 December 2026.