AWS Contact Center

Category: Amazon Connect

Create a mobile chat solution with the Amazon Connect mobile SDK

With the growth in smartphone usage, more and more customers are using phones as their primary means of communication. Given people are frequently using apps, customers may prefer to interact with a company via chatting through an app compared to calling customer service. By providing customers with an option to chat directly from an app […]

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 […]

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 […]

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 […]

Build multilingual voice experiences in Amazon Connect

As companies aspire to go global with their products and services, there is an increasing business need to offer voice customer experiences in a number of languages. The need to provide multilingual customer experiences can also arise from the local, state, or international regulatory requirements. Sometimes within the same geographic region, customer segments may speak […]

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 […]

Adding voicemail features to Amazon Connect

By Erin Hall, Solution Architect, Amazon Connect at AWS Frank Boosman, Principal Business Development Manager at AWS Amazon Connect is an easy to use omnichannel cloud contact center that helps companies deliver better customer service at a lower cost. Today, thousands of businesses use Amazon Connect to serve millions of customers daily. Capital One uses […]

Quickly set up remote contact center agents with Amazon Connect

For several years, knowledge workers have benefited from the ease of working from anywhere (offices or home). They usually have access to the right tools and technology (often a cell phone, laptop, and an internet connection) that allows them to leverage flexible work options. However, legacy contact center workers have not been so fortunate. They […]

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 […]