Call Center applications almost always integrate with CRM or some external database to obtain routing information and to provide agents a custom answer prompt. "Hi Mr. Shopper, I see you have an open order" is enabled by doing a customer look up in an attached database. This tutorial will walk you through the configuration of AWS Connect to make use of AWS Lambda and DynamoDB. Lambda provides "serverless" functions that can be used to access your database and bring information back into the Connect instance to assist with routing calls or to otherwise enhance the customer experience. Check out the DrVoIP.com website and blog for additional info.