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Recap: Amazon Connect Immersion Day Event

Last week, our content center team partnered with Amazon Web Services (AWS) to provide a comprehensive Amazon Connect Immersion Day for users in Kansas City. Taking You from “What If” to “What Now” The Amazon Connect Immersion Day events empower organizations to unleash the full potential of their AWS services. The goal of the event […]

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Populating a DynamoDB table based on a CSV file

We’ve previously detailed the steps necessary to build a holiday calendar  and looked at how we can easily upload all your holidays at once. However, so far we’ve only worked with JSON, which is an easy to understand format for Node.js, but not necessarily the most intuitive for a human reader. To avoid making mistakes […]

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Maintaining your holiday calendar by bulk uploading data

We’ve looked before at the steps necessary to build a holiday calendar in DynamoDB. One of the advantages of keeping all your closure times tracked in a database is that you can easily update when the call center should be available, modify the closure reasons or add a new holiday with minimum effort and no […]

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Invoking Lambda Functions with Amazon Connect

Amazon is continuing to release new features for Amazon Connect at a rapid clip. In this blog post I will take a deeper look at a new change to the contact flow configuration page that can make integrating with Lambda significantly easier. I will also detail some of the downsides you should be aware of […]

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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. […]

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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 […]

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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: […]

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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: […]

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Dynamic Queue Hold Messages Using the Get Metric Node

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 […]

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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 […]

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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 […]

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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 […]

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Amazon Knows What You Want to Buy BEFORE You Buy It

I was reading an article about “Amazon using its MultiDimensional Datasets”. The news never gets old to me that Amazon Retail leveraging its Big Data Ecosystem to access 1,000,000,000 GB of data on more than 1,400,000 servers to increase sales through predictive analytics does personalized recommendations, price optimization, and anticipatory predictions on what the customer […]

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Comcast and the Industry’s Desire to Be Most Relevant

A look at how one of the nation’s largest video, high-speed internet, and phone providers came to be shows just how far the communications (i.e., cable, satellite, telecommunications) sector has come. After all, the rich histories and legacies of many companies have made the industry what it is today. Brian Roberts, chairman and CEO of […]

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Automation, CloudFormation and Amazon Connect

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. […]

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4 Ways to Improve Your Amazon Connect Contact Flows

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 […]

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Keeping Lambdas Warm in Amazon Connect

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, […]

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More natural text to speech with SSML and Amazon Connect

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 […]

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Amazon Connect JavaScript Libraries: Lily CCP, Streams and connect-rtc

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 […]

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Amazon Connect: Softphone Info and Incoming Calls

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 […]

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