AWS Contact Center

Category: Amazon CloudWatch

Building a state-aware workflow with Amazon Connect and AWS Step Functions

AWS Step Functions enables you to orchestrate multiple services in a seamless workflow in coordination with Amazon Connect and Amazon SNS. In this post, I walk you through how to use Step Functions to coordinate customer workflows. To put the problem and solution in concrete terms, consider the following use case: Example Corp. is a […]

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Automatically Distribute Scheduled Reports for Amazon Connect

Data is critical in contact centers. Supervisors and managers rely on reports to tell them how their teams are performing and to plan for staffing requirements. Providing people with the data they need, when they need it, is vital. This blog post describes how to enable generated reports and send them automatically to users via […]

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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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