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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 […]

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The Limitless Contact Center: Amazon Connect and the AWS Platform

Amazon Connect is my new fascination. Typically, contact center and “fascination” don’t go together, but the Amazon Web Services (AWS) platform makes me feel like a kid in a candy shop. There really aren’t limits on what you can do to customize (and modernize) your contact center. Amazon Connect is only one service out of […]

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Building Data Streaming APIs

Internet produces 2.5 Exabytes of data every day. Data management systems will accumulate 44 Zettabytes of data by the end of 2020. To put things in perspective, 1 Zettabyte is equivalent to 1 trillion Gigabytes. That is a lot of data and most of if contains relevant information.  Automated workflows, social media, government agencies and IOTs […]

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How to Use Amazon S3 and EC2 Backup and Restore

Amazon Simple Storage Service (S3) and Amazon Elastic Compute Cloud (EC2) are two major storage services for AWS. S3 is more lightweight and provides the capability to store data. EC2, on the other hand, is a web service that provides secure, resizable computing capacity in the cloud. As we know, backup and recovery are becoming […]

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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 […]

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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 […]

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Perficient Announces Amazon Connect Quick Start for Dynamics 365

Any good contact center manager will tell you bringing together all the key cloud contact center components at a level that can scale for the largest enterprise, while maintaining the economic benefits for a scrappy startup is one of the biggest challenges they face. That is why we are very excited to announce the release […]

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Trend Tuesday: Playing Ball with Amazon Web Services (AWS)

March has arrived, which means besides the excitement of March Madness and basketball, baseball is back! With teams gathering in Florida and Arizona for Spring Training and being optimistic to win this years’ World Series, some are looking to technology to help bolster their chances of winning. One interesting case in point comes from our […]

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Recap: Leveraging Amazon Connect for Customer Contact Centers

Customer service is more important than ever, especially with more choice on the market. For organizations, there is a salient need to implement systems that offer quick resolution and high customer satisfaction. In a recent webinar, we shared how Amazon Connect, can transform your Customer Contact Center. The technology, developed by Amazon internally to serve […]

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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 […]

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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 […]

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[Webinar] Take Your Contact Center to the Next Level with Amazon Connect

Amazon’s customer contact center handles millions of requests every day using technology that enables them to consistently provide world-class customer service. And now you can leverage that same technology to transform your own contact center with Amazon Connect! Your customers demand a great experience and a high level of service – and you can give […]

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Automation, CloudFormation and Amazon Connect

CloudFormation is a tool from Amazon used to automate the deployment of AWS services. In this post, we’ll cover some tips and tricks for using CloudFormation to automate deploying Amazon Lambda functions for Amazon Connect. This automation is repeatable, testable and far less error prone than asking a person to do it all by hand. […]

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4 Ways to Improve Your Amazon Connect Contact Flows

One of the most powerful features available within Amazon Connect is the visual contact flow editor. Within Amazon Connect contact flows are not just used for interactive menus, they allow supervisors to dynamically update the settings for each call entering the system and make sure callers hear personalized and relevant options. This is an area […]

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Amazon Connect: Automate Dynamics 365 Case Checks

Amazon Connect integration with Amazon Lex extends the classic contact center experience using conversational bots. As a result, a self-service experience can be implemented to automate repetitive tasks, such as checking what’s the status of a service case or filling in collateral information. In this video, we show how to leverage Amazon Connect to check […]

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Building an Amazon Connect Holiday Calendar in 4 Easy Steps

Between calendars, the check queue status node as well as the capacity settings for each queue, Amazon Connect administrators have several options to handle a busy work day. However, there are some scenarios where the routing behavior needs to be customized beyond these out of the box options. One example would be setting up a […]

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Amazon Connect Contact Flow Logging

Amazon announced several new and exciting features for Amazon Connect in Q4 2017. They’ve added support for contact flow import and export, contact flow logging, the Login/ Logout report, agent event streams, etc. In this video, I show you how to enable the new contact flow logging feature, find a specific customer interaction and read […]

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Create a Dynamics CRM Case based on Amazon Connect self-service interaction

Companies providing customer care often require multiple supporting IT systems to achieve the high standards they strive for. This implies usage of telephony services, contact center platforms, CRM and WFM solutions, etc. Using 5 – 10 separate solutions to handle a single client interaction may become confusing and time-consuming for agents. How many times a […]

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Keeping Lambdas Warm in Amazon Connect

One of Amazon Connect’s strengths is the ability to use Amazon Lambda in contact flows to access other AWS services and external systems. Some common use cases are looking up accounts in an external CRM, storing contact data in Amazon DynamoDB or sending emails using Amazon SES or Amazon SNS. To keep contact flows responsive, […]

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