AWS Contact Center

Category: Messaging

How to protect against spam calls for click-to-dial

Amazon Connect customers can configure click-to-dial functionality on their website using the StartOutboundVoiceContact API. This enables agents to reach out to callers located in a much wider global area, without requiring Amazon Connect customers to provision numbers in several regions. This provides a frictionless experience where customers provide a phone number and Amazon Connect initiates […]

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Recommend nearby points of interest using a custom Contact Control Panel

In some scenarios, Amazon Connect agents may need to look up nearby point of interests quickly to assist their end customers. For example, in a car accident, the driver of the car might call into the auto insurance company for assistance and request contact information for a nearby repair shop or car rental company. This […]

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Three signature Amazon Connect moments from 2021

At the outset of 2021, businesses and customers looked forward to returning to ‘normal’ business operations and customer interactions. For contact center leaders, anticipating and responding to ever-changing customer needs remains a top business priority. Along with continuous change, continuous innovation has also become the norm – thanks in a big way to cloud-driven digital […]

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Easily create and visualize post chat surveys with Amazon Connect and Amazon Lex

Contact centers face a challenge of having to constantly improve on the contact center experience based on customer feedback. In order to so, it is important that contact centers collect reliable and measurable data. Contact centers can implement post chat customer satisfaction surveys that allow for actionable feedback on user experience and agent performance. Customer […]

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Recap of Amazon Connect at re:Invent 2021

This year at re:Invent, Amazon Web Services (AWS) Business Applications and Contact Center solutions had a full line-up of opportunities to dive deep on customer experience innovation. Our customers and partners learned ways to unlock the power of artificial intelligence (AI) and machine learning (ML) for customer experience with new Amazon Connect launches. You were […]

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Build a drug reminder service with AWS IoT, Amazon Lex, and Amazon Connect

Taking medications as prescribed is essential for any illness treatment. However, it can become confusing when there are multiple pills to be taken at different times of the day. This becomes more problematic for patients with mild cognitive impairment, Alzheimer’s or other kinds of dementia. Some medications are prescribed three times a day, while others […]

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Level up your contact center with Amazon Connect unified agent application

Having a good agent experience is paramount for contact center efficiency, and although businesses have different requirements from the agent application perspective, agents typically need a way to manage contacts across different channels, instantly identify who the customer is, and check their contact history. Most often, agents need to toggle, browse, and search for information […]

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Create action item reminders with Amazon Connect Tasks and Contact Lens for Amazon Connect

Contact center agents are frequently asked to document customer conversations by logging the interaction reason (or the issue), the outcome of the call, and in many cases, and follow-up action items. The data collection is essential for tracking the customer satisfaction and agent performance, but it takes a toll on the agent average handling time […]

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Simplify contact flow management by leveraging modules in Amazon Connect

Customers often have repeatable logic that is needed throughout the customer journey in contact center experiences. We’re going to take a look at how to simplify contact flow management by leveraging modules in Amazon Connect. The ability to build contact flow logic once, and reference it from other contact flows has been a customer request […]

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Your guide to Amazon Connect at re:Invent 2021

This year, re:Invent is in Las Vegas and Amazon Connect has a jam packed agenda! With new launches, leadership sessions, workshops, and an in-person customer reception, there will be something new to do for everyone! Keep reading for more information on how you can get the most out of your re:Invent 2021 experience, whether in-person […]

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