In the Amazon Connect agent workspace, customers can now use information from the current contact, such as the customer’s phone number, to automatically look up data or take certain actions in a third-party application. For example, when the contact comes in, the agent could see a list of the current customer’s orders in a third-party agent workspace app without needing to do manual searches. This feature helps automate data entry and reduce mistakes, decreasing average handle time and improving customer satisfaction.
Source:: Amazon AWS