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Kubernetes and AWS EKS Service: The Basics

First, what is Kubernetes? In simple words, it is an open source tool for managing high-scale containerized environments, deployments, auto scaling, etc. It was originally created by Google engineers to manage their billions of application containers and auto-deployment processes. After a while, it was given to the Cloud Native Computing Foundation (CNCF), part of the […]

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Populating a DynamoDB table based on a CSV file

We’ve previously detailed the steps necessary to build a holiday calendar  and looked at how we can easily upload all your holidays at once. However, so far we’ve only worked with JSON, which is an easy to understand format for Node.js, but not necessarily the most intuitive for a human reader. To avoid making mistakes […]

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Maintaining your holiday calendar by bulk uploading data

We’ve looked before at the steps necessary to build a holiday calendar in DynamoDB. One of the advantages of keeping all your closure times tracked in a database is that you can easily update when the call center should be available, modify the closure reasons or add a new holiday with minimum effort and no […]

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Data Lakes, Not Just For Analytics Anymore

Data Lakes have been around since the early part of this decade as most Fortune 500 companies have a Data Lake or are building a Data Lake. The drive to lake data has predominately been driven by analytical use cases where Data Scientists can wrangle and prepare data for their study or model building. However, […]

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Dynamic Contact Flow configuration with Amazon Connect

What is a “dynamic” configuration? Amazon Connect contact flow editor allows you to configure IVR settings easily through a graphical interface. Dynamic configuration comes in handy for more complex use cases. That way, it’s possible to manage the setup through a central place, usually a database. A good example of that is international contact flows. […]

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Invoking Lambda Functions with Amazon Connect

Amazon is continuing to release new features for Amazon Connect at a rapid clip. In this blog post I will take a deeper look at a new change to the contact flow configuration page that can make integrating with Lambda significantly easier. I will also detail some of the downsides you should be aware of […]

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Using AWS to Host a Custom Agent Console part 2

In a previous blog post we looked at the steps necessary to set up a custom agent console. We walked through uploading a page to S3 and configuring a CloudFront distribution which can be whitelisted and then used with Amazon Connect. To keep things simple we didn’t dive into CloudFront settings, many of which can […]

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Automated Calling with Amazon Connect Outbound Contact API

Amazon Connect provides basic outbound calling capabilities out-of-the-box. The Outbound Contact API is an extension of that functionality that allows for more flexibility with automating outbound calling. You can implement click-to-dial from the web, based on a voice notification, a scheduled payment reminder, a scheduled post-work survey, etc. For more information, please see the official […]

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Developing PaaS Using Step Functions and Hashicorp Tools

Introduction: Cloud tools now have the ability to let DevOps deliver cloud infrastructure along-side applications that are deployed on it. Did I just say, build a PaaS solution? Commercial PaaS solutions like OpenShift and Pivotal Cloud Foundry can be expensive and require specialized skills. They do speed up development and keep your enterprise cloud adoption […]

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Callback or Voicemail: What’s the Best CX for Your Contact Center?

Hello, 1980 called, they want their Voicemail back… In the 70s we started using Voicemail in the work place, it gained momentum and reached popularity in the 80s but by 2012 it was in decline. (Information found on Google!) While businesses grow and evolve; they find more effective ways to communicate in the moment and […]

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Create a Basic Agent Console with Queue Metrics

In a previous blog post we covered the steps necessary to host a static website within AWS, more specifically how to deploy a custom agent console that can load in contact attributes. Today we will look at how we can use the Connect API to enhance this custom agent console with live data from the […]

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Developing a PaaS Migration Strategy

In the post “The Business Case Justification for PaaS” we looked at the benefits and a business case for PaaS. In this blog we will look at the steps to create a migration strategy to PaaS including re-platforming legacy applications. Re-platforming applications includes lift-and-shift (containerizing) applications with minor changes, refactoring applications to adhere to twelve […]

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Another Short Experiment with the Connect API

In my prior post, A Short Experiment with the Amazon Connect User API, I created an Express web application to explore using the Amazon Connect User API. Since then, Amazon has released new API methods for updating contact attributes and viewing queue metrics. In this post, I update the Express app to demo these new methods. […]

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The Business Case Justification for PaaS

Within the cloud delivery models Platform as a Service (PaaS), the model providing the facilities for full life cycle application development, has a smaller overall market share than IaaS or SaaS. However, the PaaS growth rate is accelerating with Gartner predicting a 26% PaaS growth rate to reach $15 billion by the end of 2018. […]

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Big Data Bootcamp by the Beach: Getting Started Smart

In the first post in this series, I talked about giving a Big Data Bootcamp in the Dominican Republic to a large group of very smart students. In this post, I’ll go over the basic tools and techniques that I think are most relevant in the job market. These are basic tools that most are […]

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Big Data Bootcamp by the Beach: An introduction

This is a little story about nothing ventured; nothing gained. One day, I got a LinkedIn message asking if I would like to teach a Big Data Bootcamp at an event for the Universidad Abierta Para Adultos in Santiago de Caballeros, República Dominicana. Luis didn’t know me; he just saw my profile and saw that I’ve been […]

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A Short Experiment with the Amazon Connect User API

At the end of July, Amazon introduced the User Management API to Amazon Connect. The User API opens the door for customers and partners to start scripting user setup and maintenance actions, create custom user management applications and modify user data from Lambda functions. For this post, I took a few hours to code up […]

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Amazon Connect Streams API Changelog #4: July & August 2018

Amazon Connect Streams API (Streams) allows developers to create custom agent experiences for Amazon Connect. The code for Streams is hosted in GitHub and open for community contributions in the form of pull requests. This is the fourth installment of my running series covering changes to the Streams API. Prior installments can be found here: […]

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Join Us for September’s Tech Talk: Intro to Amazon Connect

Register here! In this Tech Talk, we’ll introduce you to Amazon Connect–a scalable, pay as you go contact center solution that allows for highly customizable, flexible, and simple solutions. We’ll cover the following topics: Amazon Web Services (AWS) Platform overview Amazon Connect overview Basic contact center configuration with Amazon Connect Basic contact flow overview with Amazon Connect […]

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AWS + Perficient Announce Amazon Connect Boot Camps

Perficient and AWS partner to deliver a fast-paced, stimulating deep-dive into Amazon Connect. Over the course of two days, participants will learn the ins and outs of Amazon Connect and the AWS platform—including how to leverage other AWS services like Lambda, Lex, and DynamoDB to extend functionality beyond that of a traditional contact center and […]

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