Posts Tagged ‘AWS’

When your agents are handling calls in Amazon Connect and need a quick break to look something up for the caller or tell “Disco” Dan to turn the music down in the next cube over, the agents can put the call on hold using the Contact Control Panel (CCP). The caller hears some music from […]

Depending on the use case call centers can rely on very different KPI’s for reporting. What can be a key metric for an inbound call center often turns out to be merely a nice-to-have if the call center focuses on quick outbound calls. In the end probably the most important reporting feature for a call […]

Welcome back! This is second part of an introduction to the Amazon Connect Streams API. The first post is at:  https://blogs.perficient.com/integrate/2017/10/05/intro-to-amazon-connect-streams-api-part-1/ Source code from this post is on GitHub at: https://github.com/phmiller/streams-examples Source code and documentation for Streams is on GitHub: https://github.com/aws/amazon-connect-streams   2. Subscribing to Streams Events You can see the full code for this […]

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 […]

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 […]

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 […]

The use cases for cloud, DevOps, and application development continue to grow and transform all industries. With the arrival of artificial intelligence (AI), machine learning (ML), big data, and the Internet of Things (IoT), technology leaders are exploring the art of possible. The possibilities of the future come together this Fall with the Amazon re:Invent, […]

In my previous post, How to Set Up Your Own VPN Server Using Amazon Web Services, we set up and configured an OpenVPN server using Amazon Web Services, and then we configured Windows and Linux machines to use the new VPN server.  In this post, I’ll show you how to setup your Android phone to […]

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 […]

Amazon Web Services (AWS) continues to receive high marks for its focus on innovation and capability. Fresh off being named an IaaS leader, AWS has also been recently named as a leader in research firm Gartner’s Magic Quadrant for public cloud storage services. Public cloud storage is infrastructure as a service (IaaS) that provides block, […]

A Virtual Private Network, or VPN, allows you to securely connect your computer to another computer network through the internet.  A VPN Server is the computer or network device that runs the VPN, and normally your computer will connect to a VPN Server to “get on the VPN”.  In this post I will show you […]

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 […]