Last week Amazon announced the release of a new node for Amazon Connect: Get Metrics. It is available from the Set menu in regular contact flows, customer queue, hold and even whisper flows and allows us to dynamically query queue data. While the Check Queue Status node (available under the Branch menu in some contact […]
Posts Tagged ‘Amazon Connect’
Join us for an Amazon Connect Tech Talk on Outbound Contact API
Join us for Perficient’s Amazon Connect Tech Talks! In this Tech Talk, we’ll learn how to place an automatic Amazon Connect call using the outbound contact API, which Amazon released on March 30, 2018. See Amazon Connect’s announcement for more information on the outbound contact API. Dora Hodanic, a Senior Technical Consultant in Perficient’s Amazon Connect Practice […]
AWS’s Shared Responsibility Model at a Glance
Working with sensitive customer data is central to most contact centers, making privacy and security a top concern. But because Amazon Connect is a cloud contact center product, Amazon considers security and compliance a shared matter between AWS and its customers, and they adopt a common policy called the Shared Responsibility Model. Every AWS customer […]
Single Sign-On With Amazon Connect And Azure Active Directory
On March 30, 2018, Amazon announced the general availability of Amazon Connect federated single sign-on using SAML 2.0, stating, “You can enable federated access and controls via any SAML 2.0 compliant identity provider, such as Microsoft Active Directory Services, Okta, Ping Identity, and Shibboleth. Once this is done, agents and managers can sign in to […]
Amazon Connect Streams API Changelog #2: Open Pull Requests
In my last post, I reviewed the recent changes (approved pull requests) to the Amazon Connect Streams API (Streams). In this post, I’m taking a look at the open pull requests, i.e., changes suggested by Amazon and community members. As of June 1, 2018, there are four open pull requests: PR #21: Corrects the name […]
Amazon Connect Streams API Changelog #1: Through May 2018
Amazon Connect Streams API (Streams) allows developers to create custom agent experiences for Amazon Connect. Since my introductory posts back in late 2017 there have been several changes to Streams, some from the community, some directly from Amazon. These changes are managed as pull requests. This post will review approved pull requests from November 2017 […]
Using AWS to Host a Custom Agent Console
While not directly related to core Amazon Connect functionality, there are many reasons to familiarize yourself with how to host your own static website in AWS. Creating a basic website your supervisors can use to check the holiday calendar set up via Lambda and DynamoDB or hosting your custom agent console are just two examples […]
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 […]
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 […]
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 […]
Did Amazon Just Help Microsoft Solve One of Their Biggest Challenges?
Amazon Connect and Dynamics 365 Microsoft and the contact center—it’s been an on-again, off-again relationship. While Microsoft has tried various strategies and tactics to grab a greater stake in the contact center world, it’s safe to say they haven’t exactly been an industry disrupter. Last year, Amazon entered the contact center market in a big way with […]
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 […]