AWS Contact Center

Category: Amazon Polly

SSML in Amazon Connect Contact Flows

For many contact center technologists, the ability to manage voice prompts by using text-to-speech has become a vital component of an ACD platform. The troublesome task of managing recordings has been replaced with the agility of real-time prompt changes through editing a text box. While the use of text-to-speech is convenient, the result of a […]

Read More

Testing accuracy and regression with Amazon Connect and Amazon Lex

Contacting customer service can often be a challenging experience. Sometimes, the conversation engagement does not meet the caller’s expectations. They may encounter experiences such as waiting on hold, repeating information from one agent to the next, and spending too much time getting answers to questions. These can all lead to a lengthy and often frustrating […]

Read More

Using Amazon Pinpoint to send text messages in Amazon Connect

Taking advantage of SMS text capabilities in your contact center provides another medium to improve your customers’ experience. Amazon Pinpoint lets you manage all facets of an SMS/email campaign, and now lets you send text messages from Amazon Connect. The instructions in this post help you enable text messages from your Amazon Connect contact flows […]

Read More

Building an Automated AI Experience with Amazon Connect and Salesforce Service Cloud

Last year we announced the first release of the Amazon Connect Computer Telephony Integration (CTI) Adapter for Salesforce. We have seen a number of Enterprise customers leveraging this integration to build innovative customer experiences. Based on customer feedback, we have released version 2 of the CTI Adapter with the following additional functionality: Improved Salesforce screen […]

Read More