Amazon Connect Contact Control Panel (CCP)
What is Amazon Connect Contact Control Panel (CCP)?
Agents use the Amazon Connect Contact Control Panel (CCP) to interact with customer contacts. It's how they receive calls, chat with contacts, transfer them to other agents, put them on hold, and perform other key tasks.
The CCP is the standard agent interface that comes with Amazon Connect, Amazon’s cloud contact center service. It runs in a web browser and gives agents core call and chat controls, such as setting their availability status, accepting contacts, transferring, holding and ending a conversation. Organizations can use it as supplied or embed its functions inside other applications.
Many contact centers find that agents need more than contact controls: customer records, interaction history, knowledge and business applications. Because of that, the CCP is often embedded in a CRM or a broader agent workspace so agents are not switching between windows. When evaluating options, buyers look at how agent-state and contact controls are presented, which channels are supported and how much screen switching remains.
Related: Amazon Connect, Amazon Connect agent desktop, Single agent desktop, Totalix.