AWS Contact Center
Author: Albeda Siddique
Albeda Siddique is a Senior Solutions Architect at AWS and has 20+ years’ experience in telecommunication OSS/BSS, enterprise Architecture, and systems integration consulting with major Tier1 Global Operators.
Recommend nearby points of interest using a custom Contact Control Panel
In some scenarios, Amazon Connect agents may need to look up nearby point of interests quickly to assist their end customers. For example, in a car accident, the driver of the car might call into the auto insurance company for assistance and request contact information for a nearby repair shop or car rental company. This […]
Manage agent softphone settings with a custom Contact Control Panel
With Amazon Connect, contact center agents can either use the Contact Control Panel (CCP) soft phone or send calls to a desk phone (a PSTN or mobile number) when answering calls. Sending a call to the desk phone is considered an outbound call from Amazon Connect and comes with additional cost. If there are a […]