I enjoy getting off the beaten path to explore alternative uses and integrations of a service or tool. In this post, I am reviewing a use-case for the Amazon Connect call-center service. My architecture barely uses the CCP provided by the service, and instead uses the telephony as the main interface for controlling the logic.
In this initial review, I describe and discuss the features that can be provided to enable a family to centralize its inbound and outbound telephony flow. The architecture and use-case is extrapolated to show how a field-office operation (remote doctors/installers/etc) can use a similar architecture to add value to existing on-premises PBX systems.
Beyond the basic telephony features, I periodically touch other additional integrations that can be added to further innovate how these providers provide services to their customers.