AWS Contact Center

Category: Amazon Connect

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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Perform an external screen pop with Amazon Connect

One of the most commonly asked questions we get when people begin using Amazon Connect is, “How can I pop my existing web-based application using data gathered in a contact flow?” This post provides a comprehensive example that grabs the incoming data and uses it to pop an external web-based application a new window. It […]

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AI Powered Speech Analytics for Amazon Connect (Preview)

One of the primary motivations for Amazon Connect is to make it easy for our customers to deliver better customer service at a lower cost. Applied Artificial Intelligence (AI) permits us to investigate new ways to raise the bar for customer service. Can an AI-based agent participate in the conversation and recommend actions or find […]

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Adopting Amazon Connect in Your Enterprise Contact Center

This blog post describes best practices for adopting and implementing Amazon Connect, a cloud-based contact center built on AWS, into your enterprise. These best practices have been compiled from previous customer migrations to Amazon Connect. Because most contact centers are technologically and organizationally complex, this post focuses on the best way to get started, plan […]

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Restrict Access to your Amazon Connect S3 Bucket

This blog post describes how to create customer access policies to Amazon S3. These buckets are by default not public, and this blog takes it further by locking the bucket to Amazon Connect where your Amazon Connect reports and call recordings are stored. By using appropriate permissions assigned to your Amazon Connect account, you can view scheduled […]

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Amazon Connect is Coming Soon to the Asia Pacific (Tokyo) AWS Region

Continuing the global expansion of Amazon Connect, we have announced that coming in the next few months, Amazon Connect will be available in the Asia Pacific (Tokyo) AWS Region. Amazon Connect is an easy-to-use, self-service, cloud contact center service you can use to deliver more engaging customer service experiences. Customer requests have led us to […]

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Building an Automated AI Experience with Amazon Connect and Salesforce Service Cloud

Last year we announced the first release of the Amazon Connect Computer Telephony Integration (CTI) Adapter for Salesforce. We have seen a number of Enterprise customers leveraging this integration to build innovative customer experiences. Based on customer feedback, we have released version 2 of the CTI Adapter with the following additional functionality: Improved Salesforce screen […]

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Amazon Connect – So Easy an Eight-Year-Old Can Use It

Contact centers can be tough to integrate with, maintain, and manage. Amazon Connect is a cloud contact center service, which simplifies the contact center process, especially for the customers. Amazon Connect starts from the point of view that time is valuable. Spend time doing the things that help your customers to have the first-rate experiences. […]

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Amazon Connect with Amazon Lex Press or Say Input

You’re sitting in a public place and need to contact customer support over the phone. Perhaps you’re traveling and need to confirm or change a reservation or get an account balance. Maybe you need to reset an account password because you always access the account from your tablet instead of your phone. We’ve all been […]

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