Category: Amazon Connect

Building a unified multi-channel agent experience Building a unified agent workspace for voice, SMS, and WhatsApp requires connecting three distinct communication channels — each with its own provisioning path, compliance model, and throughput characteristics — into a single routing and analytics experience. This post shows how to architect that unified workspace on Amazon Connect Customer, […]

Introduction International two-way SMS with Amazon Connect Customer requires navigating country-specific telecom regulations, origination identity types, and registration processes. Contact centers serving global customers need to reach them via SMS in their local country, but each country has different origination identity types, registration requirements, and two-way messaging capabilities. Amazon Connect Customer natively supports two-way SMS […]

Today, supply chain teams are challenged by how long it takes to resolve urgent issues, and disruptions are estimated to cost the industry billions in losses each year. The problem isn’t a lack of trying. Teams are buried in coordination rather than focused on decisions. Legacy tools and processes can’t keep pace with a network […]

Introduction Booking.com is one of the world’s largest online travel platforms. Its customer service organization runs on Amazon Connect Customer, and a voice engineering team supports the contact experience across several lines of business and locales. Booking.com manages Amazon Connect Customer flows as code at scale, and its flow designers still work in the Amazon […]

How AcmePets unified disparate knowledge sources to deliver accurate, region-specific pet information to contact center agents worldwide Introduction AcmePets is a worldwide pet information service with global contact centers that helps callers from around the world access accurate information about pet care. A significant portion of their inquiry volume centers on vaccination requirements for cats […]

Amazon Connect Customer migrations stall because of common avoidable pitfalls that push timelines, inflate budgets, and erode stakeholder confidence. Based on our experience supporting dozens of enterprise contact center migrations, we’ve identified the most common reasons migrations stall and what organizations can do differently. This post is for migration program managers, IT leaders, and business […]

Onboarding agents into Amazon Connect Customer becomes a manual task when organizations standardize on AWS IAM Identity Center as the federation hub for their AWS environment, synchronizing their corporate identity provider (IdP) into a central Identity Store and using it for single sign-on across AWS applications. If you run Amazon Connect Customer this way, and […]

Introduction Financial services institutions (FSIs) operate contact centers that serve diverse lines of business, including retail banking, credit cards, wealth management, insurance claims, and more. Each line of business has its own workflows, compliance requirements, terminology, and escalation paths. Today, most organizations address this complexity by building separate IVR flows for each client or business […]

Introduction Contact center teams running Amazon Connect Customer consistently face a core data engineering challenge: reducing the end-to-end latency from call completion to transcript availability in the data warehouse. The answer is not a single number. It depends on understanding the interplay of 14 distinct latency factors across the pipeline. The factors include the irreducible […]

Introduction Contact center teams running Amazon Connect Customer consistently face a core data engineering challenge: reducing the end-to-end latency from call completion to transcript availability in the data warehouse. The answer is not a single number. It depends on understanding the interplay of 14 distinct latency factors across the pipeline. The factors include the irreducible […]