Amazon Web Services

Quick post here to describe the various JavaScript libraries that you may run into doing custom Amazon Connect development. Lily CCP When you load the Amazon Connect Contact Control Panel (CCP), it loads a JavaScript library called Lily CCP that contains all the code needed to work with the Amazon Connect CTI Web Service and […]

In a previous post on the connect-rtc.js library for Amazon Connect (https://blogs.perficient.com/integrate/2017/10/26/implementing-a-mute-button-in-amazon-connect/), I mentioned that this library needs the “softphone media info” from the Streams API to be able to establish a WebRTC call between the agent and the caller. Let’s take a look at what this softphone media info is and why connect-rtc.js needs […]

When your agents are handling calls in Amazon Connect and need a quick break to look something up for the caller or tell “Disco” Dan to turn the music down in the next cube over, the agents can put the call on hold using the Contact Control Panel (CCP). The caller hears some music from […]

In this blog post we show you how to integrate Amazon Connect with Amazon Lex to provide a self-service call center experience. Amazon Connect is a cloud-based contact center solution, very quick to deploy, configure and simple to use. The following 80-second recording illustrates a call to an Internal Help desk, to automatically open a service ticket […]

Depending on the use case call centers can rely on very different KPI’s for reporting. What can be a key metric for an inbound call center often turns out to be merely a nice-to-have if the call center focuses on quick outbound calls. In the end probably the most important reporting feature for a call […]

Welcome back! This is second part of an introduction to the Amazon Connect Streams API. The first post is at:  https://blogs.perficient.com/integrate/2017/10/05/intro-to-amazon-connect-streams-api-part-1/ Source code from this post is on GitHub at: https://github.com/phmiller/streams-examples Source code and documentation for Streams is on GitHub: https://github.com/aws/amazon-connect-streams   2. Subscribing to Streams Events You can see the full code for this […]

If a business goal is improving customer satisfaction, Amazon Connect can be used with DynamoDB and AWS Lambda to personalize caller experience as well as ensure Agents have all the necessary information needed to provide a premium experience to the caller. With this article, we will go through three easy steps to create separate contact […]

Amazon Connect Streams (Streams) is a JavaScript API that enables browser-based integrations with the Amazon Connect contact center. This series of blog posts covers three basic scenarios using Streams: Embedding the Contact Control Panel (Part 1) Subscribing to Streams Events (Part 2) Creating a Custom User Experience (Part 2) Source code from this post is […]

Amazon Connect integrates with CloudWatch to provide monitoring capabilities for various contact center metrics.  Here is an article providing more details: Monitoring Cloudwatch In this blog post we add more details on some contact center metrics that are not yet documented, and how to trigger them. As noted in the article, Amazon Connect integrates with CloudWatch […]

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 […]

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 […]

A Virtual Private Network, or VPN, allows you to securely connect your computer to another computer network through the internet.  A VPN Server is the computer or network device that runs the VPN, and normally your computer will connect to a VPN Server to “get on the VPN”.  In this post I will show you […]