Amazon Web Services

Amazon Connect Secures FedRAMP Authorized Status at High-Impact Level

Amazon Web Services said government organizations can now combine Amazon Connect with other AWS services within the Federal Risk and Authorization Management Program High boundary. The company made the announcement after the omnichannel cloud contact center service achieved FedRAMP Authorized status at the high-impact level, which covers sensitive data, including controlled unclassified information such as patient records, financial and tax data, and law enforcement data. The authorization will allow organizations with mission-sensitive, unclassified data to create and operate an agile and elastic contact center at scale, AWS said.

According to the company, Amazon Connect can be paired with AWS Lambda to combine the contact center with cloud-hosted and on-premise systems. It can also be integrated with Amazon Lex for artificial intelligence-enabled voice and chat and other AWS services.

Recently, AWS added case management and ticketing tools to Amazon Connect to help contact center agents rapidly resolve complex customer issues involving multiple interactions, agents and tasks. The new feature called Amazon Connect Cases provides relevant case details in a single, organized view.

The cloud contact center service’s authorization was granted after 15 other AWS services achieved provisional authority to operate from the FedRAMP Joint Authorization Board earlier in 2022, allowing the services to be deployed within the federal government and other organizations with regulated workloads. The offerings that achieved FedRAMP P-ATO designation include Amazon Lex, Amazon Detective for identifying potential security issues or suspicious activities, and Amazon Kendra, an intelligent search service powered by machine learning.