Posts Tagged ‘AWS’

What is a “dynamic” configuration? Amazon Connect contact flow editor allows you to configure IVR settings easily through a graphical interface. Dynamic configuration comes in handy for more complex use cases. That way, it’s possible to manage the setup through a central place, usually a database. A good example of that is international contact flows. […]

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 […]

In a previous blog post we looked at the steps necessary to set up a custom agent console. We walked through uploading a page to S3 and configuring a CloudFront distribution which can be whitelisted and then used with Amazon Connect. To keep things simple we didn’t dive into CloudFront settings, many of which can […]

Amazon Connect provides basic outbound calling capabilities out-of-the-box. The Outbound Contact API is an extension of that functionality that allows for more flexibility with automating outbound calling. You can implement click-to-dial from the web, based on a voice notification, a scheduled payment reminder, a scheduled post-work survey, etc. For more information, please see the official […]

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 […]

I’ve embarked on a new journey with Perficient. After more than four years as part of the management consulting team, I am now responsible for launching our go-to-market (GTM) strategy for our firm’s cloud services. One of my first projects focuses on our partnership with Platform-as-a-Service (PaaS) providers like Pivotal Cloud Foundry and Red Hat […]

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 […]

        Amit Jain, Director of BI and Data Visualization at Fanatics, spoke on what they are doing to keep the world’s largest seller of licensed sports merchandise, ahead of the competition.  It means having a technology platform that is as agile as the athletes in the game. Built on AWS and powered by […]

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 […]

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. […]

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 (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: […]