AWS Contact Center

Category: Customer Engagement

Managing agent routing profiles with a new Amazon Connect API

Contact centers operate with ever-changing conditions related to interaction volumes, staffing, and the ability to optimize resources to address customer needs. One of the biggest challenges with achieving operational efficiency is knowing how to quickly make routing changes to adapt to emerging customer trends on a case by case basis. Historically, contact center administrators had […]

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Programmatically manage contact flows with new Amazon Connect APIs

Amazon Connect, an easy to use contact center service, allows contact center managers to build contact flows in a single user interface. Typically, contact centers have more than one contact flow that serve a number of different purposes. However, there are often cases in which certain aspects of one contact flow must be replicated in […]

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Use asynchronous Lambda functions with Amazon Connect

Having access to data within an Interactive Voice Response (IVR) solution can help customers find the information they need and resolve their problems quickly. Unfortunately, data is not always easily accessible. Sometimes it resides in legacy systems that are slow and complex, and the last thing you want is to leave a customer waiting on […]

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Automate employee support lines with Amazon Connect

When a crisis like COVID-19 occurs, companies are unsure how it will impact their employees, customers, and community. During unprecedented times, many companies prioritize the health of their employees while keeping their business running. Maintaining this balance is difficult, especially when doing so manually is cumbersome. In response, companies have experimented with automated contact center […]

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Redirecting voice contacts to chat on Amazon Connect

Erin Hall, Solutions Architect, Amazon Connect This past November, Amazon Connect, our omnichannel cloud contact center service, launched a new channel for chat. The addition of chat provides businesses with more flexibility in how to engage with and delight their customers. One benefit of chat is the ability to decrease a customer’s time in queue. […]

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Building a serverless contact center wallboard for Amazon Connect

One of the most common requests in the contact center space is for a wallboard – a real-time dashboard of information relevant to the staff or management who work there. Normally this is displayed on a large screen in the contact center. Data on the wallboard generally come from the contact center service, but you […]

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How to handle unexpected contact spikes with Amazon Connect

Historically, and especially when there are events that are not anticipated, contact center managers have struggled to handle an unexpected increase in call volumes. If not handled properly, this can cause poor customer experiences, such as long wait times or callers unable to reach the contact center, resulting in loss of revenue. Traditional contact centers […]

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Updating your addresses with Amazon Connect and Amazon Lex

When someone moves, they spend time notifying their service account providers (electric, water, insurance, etc.) to update their address information. This post explains how to create an Amazon Lex bot in an Amazon Connect contact flow to automate the address update process. After you create the bot, you use AWS Lambda to confirm the new […]

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Hear, Here at City of London: Build a DIY audio tour with Amazon Connect

Co-authored with Dr. Mark A. Tovey, Postdoctoral Fellow, Western University, in Collaboration with the Culture Office City of London The city of London, Canada has partnered with Hear, Here, an audio interpretive sign project founded in La Crosse, Wisconsin. Together, they are setting up the first Canadian Hear, Here project. This blog post describes the […]

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