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 […]
Posts Tagged ‘Amazon Connect’
Intro to Amazon Connect Streams API – Part 1
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 […]
Monitoring Amazon Connect with Cloudwatch
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 […]
Set up an emergency message within Amazon Connect using Dynamodb
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 […]
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 […]