Amazon Connect makes use of queue specific hours of operations to route callers based on the time and day of the week. It’s an excellent feature to use for any call center that has regular operation hours or dedicated shifts. However, a preconfigured calendar doesn’t work very well for unpredictable events. In case your supervisors […]
Alex Moisi
Alex Moisi is a Senior Technical Consultant at Perficient focusing on call center solutions including Amazon Connect.
Blogs from this Author
How to Set Up Amazon Connect Call Flows for SMS Alerts
In the last post related to Amazon Connect we walked through the steps necessary to set up an SNS topic and write a Lambda function that will send a text message to this topic. Now it’s time to take a look at Connect contact flows and set up a call flow menu that will make […]
How to Set Up Amazon Connect SMS Alerts Using AWS Services
Earlier this year Amazon announced Connect, a new contact center service available within AWS. Amazon Connect offers the ability to set up a cloud based call center and start routing calls within minutes. Making use of configurable hours of operation, queue capacity settings and custom routing profiles Connect makes it easy to ensure callers will […]