AWS Contact Center
Author: Mo Miah
Mo Miah is a Senior Specialist Solutions Architect at AWS based in London, specializing in Amazon Connect for the UK Public Sector. With over 20 years of experience in contact center technologies, he has held diverse roles including Enterprise Architect, Contact Centre Architect within Financial Services and Telecommunications industries. Mo is passionate about demonstrating how modern contact center technology can deliver measurable business outcomes while improving operational efficiency and customer satisfaction. Drawing on his extensive background architecting complex, enterprise-scale contact center solutions, Mo provides strategic guidance to help organizations navigate their cloud transformation journeys with confidence and clarity. Outside of work, Mo stays active and enjoys spending time with his two young daughters.
Customize retention policies for contact recordings in Amazon Connect
Introduction Contact centers, particularly at Business Process Outsourcing (BPO) companies, operate multiple lines of business (LOB) with diverse regulatory or contractual requirements for contact recording retention. Failure to comply with industry regulations or contractual obligations can result in fines, legal disputes, and reputational damage. Conversely, retaining contact recordings beyond the required period can lead to […]
Multiple SAML identity providers for a single Amazon Connect instance
Identity management is a framework of policies and technologies to ensure that the right users have the appropriate access to technology resources. Identity management for an Amazon Connect instance can be configured in one of the three ways: By storing users in Amazon Connect By linking to an existing directory By using SAML 2.0-based authentication […]