What all storages does Amazon Connect use?

My understanding is that it's all stored in the AWS backend and not in something you have direct access to other than via the provided APIs.

david

Amazon Connect uses several types of storage to manage various aspects of its contact center service:

1. Amazon S3 (Simple Storage Service): This is the primary storage used for storing recorded conversations, chat transcripts, exported reports, flow logs, and email messages. When you set up an Amazon Connect instance, it creates default S3 buckets for these purposes, or you can use existing S3 infrastructure.

2. AWS Key Management Service (KMS): This is used for encryption of data at rest. All sensitive data, including personally identifiable information (PII) and customer content, is encrypted using KMS keys.

3. Amazon EventBridge: This service is used to temporarily store the payload of case event streams before it's made available through the default bus in the customer's account. The data is typically stored for a few seconds and is encrypted at rest using AWS-owned keys.

4. Internal Amazon Connect Storage: Some data is stored within Amazon Connect's internal systems, such as contact metadata, agent performance data, and configuration information.

5. Customer Profiles Domain: By default, Amazon Connect creates a Customer Profiles domain to store customer information and contact history.

Regarding case data specifically, Amazon Connect Cases stores all customer-provided data in case fields, case comments, descriptions of fields, and templates. This data is encrypted at rest using encryption keys stored in AWS KMS. The Amazon Connect Cases service manages these keys (AWS-owned keys) to meet high security standards.

It's important to note that while Amazon Connect uses these various storage types, the specific implementation details may not always be explicitly mentioned in the documentation, as the service abstracts much of this complexity from the end-user.
Sources
The power of AWS with Amazon Connect - Amazon Connect
Create an Amazon Connect instance - Amazon Connect
Encryption at rest in Amazon Connect - Amazon Connect