AWS Contact Center

Category: Contact Center

Architecture diagram showing the data flow betwen AWS services for data analytics

Use Amazon Connect data in real time with Elasticsearch and Kibana

In this blog post, we demonstrate how you use Amazon Elasticsearch Service (Amazon ES) and Kibana for real-time analytics for your Amazon Connect contact center. You can monitor your contact center performance to improve a variety of service metrics, such as call times, service level, efficiency, agent performance, and customer satisfaction. We also review a […]

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Amazon Connect with Amazon Lex Press or Say Input

You’re sitting in a public place and need to contact customer support over the phone. Perhaps you’re traveling and need to confirm or change a reservation or get an account balance. Maybe you need to reset an account password because you always access the account from your tablet instead of your phone. We’ve all been […]

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Welcome to the New AWS Contact Center Blog

The origins of Amazon Connect are much like the origins of AWS. After more than a decade building and running the scalable web application Amazon.com, developers and organizations asked if they could use the same technology, so in 2006 we launched AWS. Around the same time, the Amazon Customer Service team realized that our company-wide goal […]

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