Amazon Web Services

Learn 7 Ways to Go Beyond the Basic Contact Center

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. […]

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 […]

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 […]

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 […]

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 […]

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 […]

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, […]

When configuring the call center experience administrators should keep in mind that long wait times will invariably lead to dropped calls and frustrated customers. An easy way to make sure your callers don’t have to wait on hold for a long time when no agents are available is to make use of the callback feature. […]

With AWS Re:Invent on the horizon from November 27 to December 2, we are proud to announce that we have achieved Advanced Tier for our Amazon Web Services partnership. The achievement is a result of our participation in the Amazon Web Services (AWS) Amazon Partner Network Consulting Partner (APN) program, which enables technology consulting firms […]

In this blog post, we process data collected through a self-service Amazon Connect Contact flow and deliver results in an email. My previous article shows how to configure Amazon Connect and Amazon Lex to create a Self-service Contact Center experience. Assuming the first part is done, it is time to process the data using a Lambda function. As the […]

Within Amazon Connect we can build engaging contact flows that use Amazon Polly to prompt callers with text to speech utterances. Amazon Polly produces natural sounding speech using deep learning technologies. This is not your old-school and often cringe worthy “robot” voice. With that said, let’s look at a few scenarios where we can delight […]