AWS Contact Center

Automate employee support lines with Amazon Connect

When a crisis like COVID-19 occurs, companies are unsure how it will impact their employees, customers, and community. During unprecedented times, many companies prioritize the health of their employees while keeping their business running. Maintaining this balance is difficult, especially when doing so manually is cumbersome. In response, companies have experimented with automated contact center […]

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Redirecting voice contacts to chat on Amazon Connect

Erin Hall, Solutions Architect, Amazon Connect This past November, Amazon Connect, our omnichannel cloud contact center service, launched a new channel for chat. The addition of chat provides businesses with more flexibility in how to engage with and delight their customers. One benefit of chat is the ability to decrease a customer’s time in queue. […]

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Preventing duplicate callback requests in Amazon Connect

Preventing duplicate callback requests in Amazon Connect Callback mechanisms are important in contact centers today because it allows callers to reserve their place in the queue without actually staying on the line. When their turn in the queue arrives, they receive an automatic callback from the contact center saving them precious time and providing an […]

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Building a serverless contact center wallboard for Amazon Connect

One of the most common requests in the contact center space is for a wallboard – a real-time dashboard of information relevant to the staff or management who work there. Normally this is displayed on a large screen in the contact center. Data on the wallboard generally come from the contact center service, but you […]

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Build multilingual voice experiences in Amazon Connect

As companies aspire to go global with their products and services, there is an increasing business need to offer voice customer experiences in a number of languages. The need to provide multilingual customer experiences can also arise from the local, state, or international regulatory requirements. Sometimes within the same geographic region, customer segments may speak […]

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How to handle unexpected contact spikes with Amazon Connect

Historically, and especially when there are events that are not anticipated, contact center managers have struggled to handle an unexpected increase in call volumes. If not handled properly, this can cause poor customer experiences, such as long wait times or callers unable to reach the contact center, resulting in loss of revenue. Traditional contact centers […]

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Adding voicemail features to Amazon Connect

By Erin Hall, Solution Architect, Amazon Connect at AWS Frank Boosman, Principal Business Development Manager at AWS Amazon Connect is an easy to use omnichannel cloud contact center that helps companies deliver better customer service at a lower cost. Today, thousands of businesses use Amazon Connect to serve millions of customers daily. Capital One uses […]

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Quickly set up remote contact center agents with Amazon Connect

For several years, knowledge workers have benefited from the ease of working from anywhere (offices or home). They usually have access to the right tools and technology (often a cell phone, laptop, and an internet connection) that allows them to leverage flexible work options. However, legacy contact center workers have not been so fortunate. They […]

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Measure latency for validation testing and troubleshooting in Amazon Connect

Setting up a contact center for your business is an important step in the direction of offering an enhanced customer experience to your end users. In such a scenario, it is vital that one should follow best practices as a part of the planning phase for your contact center to ensure smooth execution of deployment. […]

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Creating data-driven IVRs in Amazon Connect using a REST API

You can create effortless, friction-less, and personalized experiences when building contact flows in Amazon Connect. Your callers don’t have to traverse through a labyrinth of menus and prompts to reach a customer service representative and repeat their information again. The quicker you can address their immediate needs, the better your customer satisfaction. Data is at […]

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