Enterprise Integration Hub

The problem

Agents toggle between systems, re-keying data mid-call

Without integration, agents alt-tab between Connect, the CRM and a ticketing tool during a live call — re-typing the same caller details, losing context on every transfer, and adding seconds of dead air to every interaction.

This solution connects Amazon Connect to your CRM and ServiceNow event-for-event, so caller identity, case history and updates flow automatically in both directions.

Primary objective

Give every agent one screen with full context, updated in both systems automatically.

How it works

Call arrives → identify caller → screen-pop & sync → case update

Call arrives

Amazon Connect

→

Identify caller

CRM lookup via API Gateway

→

Screen-pop & sync

Lambda + EventBridge

→

Case update

ServiceNow, kept in sync

What it does

✓ Real-time CRM screen-pop
✓ Bi-directional ServiceNow sync
✓ Event-driven cross-system updates
✓ Unified agent desktop context
✓ Full integration audit trail

Built with

✓ AWS Lambda
✓ Amazon API Gateway
✓ Amazon DynamoDB
✓ Amazon EventBridge
✓ Amazon Connect Streams API
✓ ServiceNow REST APIs

Guardrails

✓ Least-privilege IAM per integration
✓ Idempotent event handling
✓ Retries with dead-letter queues
✓ No PII written to logs

Under the hood

One event, two systems kept in sync

A Connect contact event triggers a Lambda that looks up the CRM record and opens or updates the matching ServiceNow case — idempotently, so retries never create duplicates.

connect/screen_pop.py PYTHON

import boto3, requests

dynamodb = boto3.resource("dynamodb").Table("caller-cache")

def handle_contact_initiated(event: dict) -> dict:
    caller = event["CustomerEndpoint"]["Address"]
    contact_id = event["ContactId"]

    # Idempotency guard — a retried event must never open a second case
    if dynamodb.get_item(Key={"contact_id": contact_id}).get("Item"):
        return {"status": "already_synced"}

    crm_record = crm_lookup(caller)
    case = requests.post(
        "https://instance.service-now.com/api/now/table/incident",
        json={"caller_id": crm_record["id"], "contact_id": contact_id})

    dynamodb.put_item(Item={"contact_id": contact_id, "case_id": case.json()["sys_id"]})
    return {"screen_pop": crm_record, "case": case.json()}

Outcomes

Seconds

To screen-pop

One

Unified agent view

Zero

Manual re-keying

Full

Case audit trail

Stop the swivel-chair, keep the systems in sync

Deploy standalone, or pair it with Cloud Migration & Modernization when you're replatforming from a legacy PBX.

Start a conversation →