Category: Amazon Connect

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 […]

Contact centers can be tough to integrate with, maintain, and manage. Amazon Connect is a cloud contact center service, which simplifies the contact center process, especially for the customers. Amazon Connect starts from the point of view that time is valuable. Spend time doing the things that help your customers to have the first-rate experiences. […]

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 […]

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 […]

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 […]