Hello, 1980 called, they want their Voicemail back… In the 70s we started using Voicemail in the work place, it gained momentum and reached popularity in the 80s but by 2012 it was in decline. (Information found on Google!) While businesses grow and evolve; they find more effective ways to communicate in the moment and […]
Posts Tagged ‘Amazon Connect’
Create a Basic Agent Console with Queue Metrics
In a previous blog post we covered the steps necessary to host a static website within AWS, more specifically how to deploy a custom agent console that can load in contact attributes. Today we will look at how we can use the Connect API to enhance this custom agent console with live data from the […]
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 […]
Building More Intelligent Lex Bots with Lambda Integration
In a previous blog post we covered the basics of how Amazon Connect can use Lex bots to collect details from the caller and fulfill a simple task such as sending an e-mail or a text message. By using a Lambda function within the fulfillment code hook of a bot we can trigger pretty much […]
Another Short Experiment with the Connect API
In my prior post, A Short Experiment with the Amazon Connect User API, I created an Express web application to explore using the Amazon Connect User API. Since then, Amazon has released new API methods for updating contact attributes and viewing queue metrics. In this post, I update the Express app to demo these new methods. […]
A Short Experiment with the Amazon Connect User API
At the end of July, Amazon introduced the User Management API to Amazon Connect. The User API opens the door for customers and partners to start scripting user setup and maintenance actions, create custom user management applications and modify user data from Lambda functions. For this post, I took a few hours to code up […]
Amazon Connect Streams API Changelog #4: July & August 2018
Amazon Connect Streams API (Streams) allows developers to create custom agent experiences for Amazon Connect. The code for Streams is hosted in GitHub and open for community contributions in the form of pull requests. This is the fourth installment of my running series covering changes to the Streams API. Prior installments can be found here: […]
Join Us for September’s Tech Talk: Intro to Amazon Connect
Register here! In this Tech Talk, we’ll introduce you to Amazon Connect–a scalable, pay as you go contact center solution that allows for highly customizable, flexible, and simple solutions. We’ll cover the following topics: Amazon Web Services (AWS) Platform overview Amazon Connect overview Basic contact center configuration with Amazon Connect Basic contact flow overview with Amazon Connect […]
AWS + Perficient Announce Amazon Connect Boot Camps
Perficient and AWS partner to deliver a fast-paced, stimulating deep-dive into Amazon Connect. Over the course of two days, participants will learn the ins and outs of Amazon Connect and the AWS platform—including how to leverage other AWS services like Lambda, Lex, and DynamoDB to extend functionality beyond that of a traditional contact center and […]
Join Us for This Month’s Tech Talk: Intro to Amazon Connect
In this Tech Talk, we’ll introduce you to Amazon Connect–a scalable, pay as you go contact center solution that allows for highly customizable, flexible, and simple solutions. We’ll cover the following topics: Amazon Web Services (AWS) Platform overview Amazon Connect overview Basic contact center configuration with Amazon Connect Basic contact flow overview with Amazon Connect […]
Amazon Connect Introduces Dynamic Outbound Caller ID
What is it? Amazon Connect now allows you to set the phone number displayed on caller ID for outbound calls. Read Amazon Connect’s official announcement here. Why should I use it? If your Amazon Connect contact center uses multiple phone numbers to make outbound calls, setting a single, consistent phone number as the caller ID […]
Amazon Connect Streams API Changelog #3: June 2018
Amazon Connect Streams API (Streams) allows developers to create custom agent experiences for Amazon Connect. The code for Streams is hosted in Github and open for community contributions in the form of pull requests. This is the third installment of my running series covering changes to the Streams API. Prior installments can be found here: […]