AWS Contact Center
Author: Ying Qian
Ying Qian has 20 years in the contact center technology domain, spanning roles including Solutions Architect, Technical Project Manager, ICT Lead Engineer, and Operations Engineer. She serves as Senior Specialist Solutions Architect at AWS, designing cloud-native contact center solutions for customers worldwide. She focuses on translating complex capabilities into business value, guiding customers on Amazon Connect implementations using AWS Well-Architected Framework principles across security, operational excellence, performance efficiency, reliability, and cost optimization. Outside work, she enjoys jogging, hiking the Alps with family, and swimming in Lake Constance.
Build Unified Voice, Video and Chat Communications with Amazon Connect
1. Introduction Amazon Connect supports voice/video and chat as separate channels, each with its own APIs. Using native or custom widgets, these channels operate independently. This works for most contact center scenarios. But what happens when a customer and an agent need more than just talking and seeing each other? For example, a customer calls […]
Boost customer service with Amazon Connect AI-enhanced email workflows
1. Introduction Amazon Connect Email delivers built-in capabilities to prioritize, assign, and automate customer service email resolution within Amazon Connect’s unified omni-channel contact center platform. Organizations can manage email interactions alongside voice and chat, route emails based on customer attributes and content, and maintain interaction history within customer profiles. This blog describes how to add […]