Amazon Connect CCP visual refresh impact on Zendesk widget

The upcoming visual refresh for the Amazon Connect Contact Control Panel (CCP) is primarily focused on improving the look and feel of the CCP to make it more intuitive and responsive for agents. However, based on the information provided, there are a few important points to consider regarding your Zendesk integration:

1. The layout and functionality of the CCP are not changing as part of this visual refresh. This means that the core operations and features you're currently using within your Zendesk widget should remain the same.

2. The visual refresh is mainly targeted at the standalone CCP-V2, the pre-built CCP embedded using the Amazon Connect Streams API, and the Amazon Connect Salesforce CTI Adapter.

3. For Zendesk integration specifically, there is no explicit mention of automatic updates or required actions. However, since you're using the CCP integrated via a widget in Zendesk, it's possible that the visual changes may apply automatically, depending on how your integration is set up.

To ensure a smooth transition and to address any potential impacts on your Zendesk integration, it would be advisable to:

1. Contact AWS Support or your Technical Account Manager for specific guidance on how the visual refresh might affect your Zendesk integration.

2. Check with your Zendesk administrator or the team responsible for maintaining the Amazon Connect for Zendesk app in your environment.

3. Keep an eye out for any updates or communications from Amazon regarding the visual refresh, especially any that might mention third-party integrations like Zendesk.

While the changes are primarily cosmetic and shouldn't affect functionality, it's always best to be prepared and seek clarification from AWS support to ensure a seamless transition for your agents using the CCP within Zendesk.
Sources
Upcoming changes to the Contact Control Panel (CCP) - Amazon Connect
Embed the CCP into Zendesk - Amazon Connect
Amazon Connect Features | Cloud Contact Center | Amazon Web Services

Generally there are no impacts, specially since the underlying code is not being touched you should be fine. I would certainly reach out to TTEC though, specially if they have built you a custom connector as that would be outside of what AWS provides.

david