AWS Contact Center

Category: Advanced (300)

Keep Your Contact Data Clean by Using Session Attributes in Amazon Connect

Using data to create dynamic experiences is a great way to enhance the customer journey with Amazon Connect. Sometimes though, managing that data across Amazon Connect contact flows or AWS Lambda functions can require a level of data persistence that can lead to unnecessary attributes in the Amazon Connect contact trace records(CTRs). Examples of such […]

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Getting AWS account security event alerts on your phone with Amazon Connect

It’s critical to stay up-to-date with security-related events in your AWS account. In an earlier post, Receive Phone Call Alerts for AWS Account Security Events with Amazon Polly, I showed you how to get phone notices for critical alerts in your AWS account using Twilio. In this post, I use Amazon Connect to create the […]

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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 […]

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