AWS Contact Center
Author: Girish Mallenahally
Girish is a senior solutions architect at AWS. Previously, Girish worked at Intuit building Contact Center Solutions using Amazon Connect. Prior to that he worked at Intel, Accenture and Sify. He has a Bachelor of Engineering in Mechanical Engineering. He is passionate about technology and innovation as a named inventor on 18 issued patents and author of publications. You can read about his creative work here at https://scholar.google.com/citations?user=v8-LxNEAAAAJ&hl=en
How to batch enroll callers in Amazon Connect Voice ID
Today, contact centers managers that are adopting Amazon Connect also have to migrate their existing business applications such as Contact Center Intelligence, Chat, Outbound Communications, and more to Amazon Connect. Additionally, if a contact center was using biometrics previously, contact center managers must re-enable that functionality on Amazon Connect using Voice ID to avoid any […]
Easy medical lab appointment check-in and triage with Amazon Connect Tasks
There are many situations where the activities you are running on a daily basis require queuing and prioritization so that you can optimize time spent by your employees by tracking their tasks. For example, nearly half of the time of nurses at a medical laboratory is spent on follow-up tasks in external applications and these […]
Use Contact Lens for Amazon Connect to streamline call transfers with real-time AI powered insights
In the contact center world, agents frequently transfer calls, whether it is because the customer is routed to the incorrect department, or the customer’s situation requires an escalation. In some of these cases, the contact information collected by the first agent is not always available when a second agent or supervisor is talking to the […]