AWS Contact Center
Author: Guy Bachar
Guy is a Senior Solutions Architect at AWS. He specializes in assisting Capital Markets and FinTech users with their cloud transformation journeys. His expertise encompasses Identity management, security, and unified communication
Unlock organization-wide auditing ability for Amazon Connect flow changes
Maintaining a comprehensive audit trail and centralized visibility into contact center operations is crucial for security, compliance, and operational best practices. In our previous blog post, “Investigate Amazon Connect API activity across your organization using AWS CloudTrail and Amazon Athena“, we explored how customers can leverage AWS CloudTrail and Amazon Athena to gain visibility and […]
Investigate Amazon Connect API activity across your organization using AWS CloudTrail and Amazon Athena
Following AWS’s best practices on multi-account strategy, customers launch and maintain their Amazon Connect instances across multiple accounts and Regions depending upon their products, groups, departments, etc. This allows individual business owners, developers, engineers etc. to make changes to their own independent Amazon Connect environments. In such a scenario, customers need a central mechanism to […]
Integrate Salesforce knowledgebase with Amazon Connect Wisdom
Today’s end-user expects speedy and personalized customer service and does not wish to spend time waiting on a call while an agent is searching for information about the case. When customer service agents need access to information to assist a customer, they lose time trying to navigate various data sources in silos: frequently asked questions, […]