Dora Hodanic

Lead Technical consultant focused on contact center solutions with Amazon Connect.

Blogs from this Author

Amazon Connect Chat: Real-Time Metrics

Amazon announced its release of chat functionality in Amazon Connect in November 2019. At Perficient, we’ve reviewed the new Chat capabilities to help you adopt Chat functionality. Check out our Chat blog post series: Create a simple Amazon Connect chat flow Demystify the Amazon Connect chat “Disconnect flow” Routing profile changes with Chat Streams API […]

Auto Attendants & Call Queues

Amazon Connect Chat: Routing Profile Changes

Intro This week Amazon announced its release of chat functionality in Amazon Connect. Amazon Connect now natively offers omnichannel capabilities – you can offer customer service through multiple channels of communication including voice, web and mobile chat. At Perficient, we’ve reviewed the new capabilities and prepared a series of blog posts to help you adopt […]

Amazon Connect Chat: Disconnect Flow Demystified

Intro This week, Amazon released Chat for Amazon Connect. It’s very exciting to see Amazon Connect now natively supports omnichannel capabilities. Our team was thrilled to try out the new functionality and are we happy to share it with you! We’ve created a series of blog posts to help you adopt chat: Create a simple […]

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. […]

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 […]

5 Tips for Amazon Connect Salesforce integration: CTI v2

In early September, Amazon released a revised version of the Amazon Connect CTI adapter for Salesforce (v2), adding several new features and allowing for a deeper integration between the contact center and CRM. The following articles contain the official announcement: Building an automated AI experience with Amazon Connect and Salesforce Service Cloud Amazon Connect Salesforce […]

Amazon Connect: Keypad Input Support for Lex-powered Contact Flow

What is it? Amazon just released a new feature for Amazon Connect—keypad input for Lex-powered IVR menus. This is very exciting news for Amazon Connect users who want to give callers the ability to speak or type based on their preference when responding to prompts. Why should I use this? It’s not uncommon for companies to […]

Amazon Connect Voicemail Alternatives

Amazon Connect encourages callback usage instead of voicemail, to resolve a similar use case. In this article, we discuss callbacks and external voicemail services, as well as how to keep track of those calls. Why do we use voicemail? Let’s take a step back and think what is the use case voicemail solves.  Often, voicemail […]

Amazon Connect: Microsoft Dynamics 365 Data Dip Quick Start

Perficient released Microsoft Dynamics 365 Data Dip Quick Start for Amazon Connect in partnership with AWS. This Quick Start allows organizations to integrate Microsoft Dynamics 365 with Amazon Connect contact center on the AWS Cloud. Once deployed, the integration enables Dynamics account lookup from Amazon Connect contact flows, as well as adding call notes to Dynamics […]

Amazon Connect: Minimum Lambda Permissions for DynamoDb

Why use DynamoDb with Amazon Connect? Amazon Connect allows accessing external resources through integration with AWS Lambda. Seems like databases and CRM systems are some of the resources that first come to mind when thinking how to add value to a contact center deployment. With Amazon Connect, it’s quite easy to customize call experience for […]

Amazon Connect and Lambda logs: Error loading Log Streams

Error loading Log Streams Trying to get your Lambda function logs to show up in Cloudwatch, but you keep getting an error loading log streams? “There was an error loading Log Streams. Please try again by refreshing this page.” Chances are, you are here because refreshing didn’t help. I ran into this issue as I […]

Automatic Dynamics 365 Case updates with AWS Pinpoint

In this blog post, we take Dynamics 365 case automation with Amazon Connect to the next level. Using Amazon Connect and AWS services, we enabled callers to simply dial in to check their case status, or open a new case. Now, we allow users to opt-in for an additional service. As soon as their case […]

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