# Integrating an Amazon Lex V2 bot with a contact center
You can integrate Amazon Lex V2 bots with your contact centers to enable self-service use-cases using the Amazon Lex V2 streaming API. Use these bots as interactive voice response (IVR) agents on telephony or as a text-based chatbot integrated into your contact center. For more information about the streaming APIs, see [Streaming conversations to an Amazon Lex V2 bot](streaming.md).
With streaming APIs, you can enable the following features:
+ **Interruptions** ("barge-in") – Callers can interrupt the bot and answer a question before the prompt is complete. For more information, see [Enabling your Amazon Lex V2 bot to be interrupted by the user](interrupt-bot.md).
+ **Wait and continue** – Callers can instruct the bot to wait if they need time for retrieving additional information during a call, such as a credit card number or a booking ID. For more information, see [Enabling the Amazon Lex V2 bot to wait for the user to provide more information during a pause](wait-and-continue.md).
+ **DTMF support** – Callers can provide information via speech or DTMF interchangeably.
+ **SSML support** – You can configure Amazon Lex V2 bot prompts using SSML tags for greater control over speech generation from text. For more information, see [ Generating speech from SSML documents ](https://docs.aws.amazon.com/polly/latest/dg/ssml.html) in the *Amazon Polly developer guide*.
+ **Configurable timeouts** – You can configure how long to wait for customers to finish speaking before Amazon Lex V2 collects their speech input, such as answering a yes or no question, or providing a date or credit card number. For more information, see [Configuring timeouts for capturing user input with a Lex V2 bot](session-attribs-speech.md).
+ **Fulfillment progress updates** – You can configure the bot to respond with multiple messages based on the fulfillment status during the business logic execution for intent fulfillment. You can set the bot to respond with messages when the fulfillment begins and completes, and provides periodic updates for long running Lambda functions. For more information, see [Configuring fulfillment progress updates for your Lex V2 bot](streaming-progress.md).
# Amazon Chime SDK
Use the Amazon Chime SDK to add real-time audio, video, screen sharing, and messaging capabilities to your web or mobile applications. The Amazon Chime SDK provides public switched telephone network (PSTN) audio service so that you can build custom telephony applications with an AWS Lambda function.
Amazon Chime PSTN audio is integrated with Amazon Lex V2. You can use this integration to access Amazon Lex V2 bots as interactive voice response (IVR) systems in contact centers for audio interactions. Use this to integrate Amazon Lex V2 using PSTN audio services in the following scenarios.
**Contact center integrations**—You can use the Amazon Chime Voice Connector and Amazon Chime SDK PSTN audio service to access Amazon Lex V2 bots. Use them in any contact center application that uses the session initiation protocol (SIP) for voice communications. This integration adds natural language voice conversation experiences to your existing on-premises or cloud-based contact center with SIP support. For a list of supported contact center platforms, see [Amazon Chime voice connector resources](https://aws.amazon.com/chime/voice-connector/resources/).
The following diagram shows the integration between a contact center using SIP and Amazon Lex V2.
![\[The information flow between a contact center and Amazon Lex V2 using the Amazon Chime SDK.\]](http://docs.aws.amazon.com/lexv2/latest/dg/images/chime-sip.flow.png)
**Direct telephony support**—You can build customized IVR solutions to directly access Amazon Lex V2 bots using a phone number provisioned in the Amazon Chime SDK.
For more information, see the following topics in the *Amazon Chime SDK guide*.
+ [SIP integration using an Amazon Chime voice connector](https://docs.aws.amazon.com/chime/latest/dg/mtgs-sdk-cvc.html)
+ [Using the Amazon Chime SDK PSTN audio service](https://docs.aws.amazon.com/chime/latest/dg/build-lambdas-for-sip-sdk.html)
+ [Integrating Amazon Chime PSTN audio with Amazon Lex V2](https://docs.aws.amazon.com/chime/latest/dg/start-bot-conversation.html)
When the Amazon Chime SDK sends a request to Amazon Lex V2, it includes platform-specific information to your Lambda function and conversation logs. Use this information to determine the contact center application that is sending traffic to your bot.
| Common request attribute | Value |
| --- | --- |
| x-amz-lex:channels:platform | Amazon Chime SDK PSTN Audio |
# Amazon Connect
Amazon Connect is an omnichannel cloud contact center. You can set up a contact center in a few steps, add agents located anywhere, and start engaging with your customers. For more information, see [ Get started with Amazon Connect ](https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-get-started.html) in the *Amazon Connect administrator guide*.
You can create personalized experiences for your customers using omnichannel communications. For example, you can offer chat and voice contact based on customer preference and estimated wait times. Meanwhile agents can handle all customers from just one interface. For example, they can chat with customers, and create or respond to tasks as they are routed to them.
You can use Amazon Connect for audio interactions with your customers, or Amazon Connect Chat for text-only interactions.
For more information, see the following topics in the *Amazon Connect administrator guide*.
+ [What is Amazon Connect ](https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html)
+ [Add an Amazon Lex V2 bot ](https://docs.aws.amazon.com/connect/latest/adminguide/amazon-lex.html)
+ [Amazon Connect get customer input contact block](https://docs.aws.amazon.com/connect/latest/adminguide/get-customer-input.html)
When a contact center sends a request to Amazon Lex V2, it includes platform-specific information as a request attribute to your Lambda function and conversation logs. Use this information to determine which contact center application is sending traffic to your bot.
**Common request attributes for Amazon Connect**
| Attribute | Value |
| --- | --- |
| x-amz-lex:channels:platform | One of the following values: [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/lexv2/latest/dg/contact-center-connect.html) |
# Genesys Cloud
Genesys Cloud is a suite of cloud services for enterprise communication, collaboration, and contact center management. Genesys Cloud is built on top of AWS and uses a distributed cloud environment that provides secure access to organizations around the work.
For more information, see the following pages on the Genesys Cloud website.
+ [ About Genesys Cloud contact center ](https://help.mypurecloud.com/articles/about-genesys-cloud-contact-center/)
+ [ About the Amazon Lex V2 integration ](https://help.mypurecloud.com/articles/about-the-amazon-lex-v2-integration/)
When a contact center sends a request to Amazon Lex V2 it includes platform-specific information as a request attribute to your Lambda function and conversation logs. Use this information to determine which contact center application is sending traffic to your bot.
**Common request attributes for Genesys Cloud**
| Attribute | Value |
| --- | --- |
| x-amz-lex:channels:platform | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/lexv2/latest/dg/contact-center-genesys.html) |
*Learn more*
+ [Power your contact center with Amazon Lex and Genesys Cloud](https://aws.amazon.com/blogs/machine-learning/enhancing-customer-service-experiences-using-conversational-ai-power-your-contact-center-with-amazon-lex-and-genesys-cloud/)