AWS Contact Center

Category: Kinesis Data Streams

Analyze Amazon Connect Contact Trace Record with Amazon Athena and Amazon QuickSight–Part 1

Introduction Many organizations want the capability to perform analytics on the contact center data for an extended period and build custom reports for different business needs. Since Amazon Connect is an open platform and offers APIs and mechanisms to integrate with third party reporting application, organizations can stream Contact Trace Record (CTR) to Amazon Kinesis […]

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Agent CCP Call Statistics

Assist agents and enrich system metrics with Amazon Connect

Agents are a core part of a contact centre. At peak times, they manage long queues and look through multiple systems for the information requested by their customers. During a call, agents may need to reconfirm information with the customer that they already gave in the Interactive Voice Response (IVR) system. This may include the […]

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Provide easy communication with doctors and streamline billing for patients with Amazon Connect

The COVID-19 pandemic has forced many service industries to provide remote alternatives. The contact center has become a valuable resource for their customers. For healthcare providers, telehealth visits are a core service that may be supported by a contact center. However, legacy contact centers often make it difficult for patients to connect with their health […]

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