AWS Contact Center

Category: Technical How-to

Resolve customer issues via two-way SMS (text messaging) in Amazon Connect

Resolve customer issues via two-way SMS (text messaging) in Amazon Connect

Introduction As of 2023, short messaging service (SMS) has a global reach of approximately 5 billion unique users. With 80% of adults using text messaging for communication, it is an essential tool for reaching a wide audience. Amazon Connect two-way short messaging service (SMS) capabilities enabling you to resolve customer issues via text messaging. It […]

Enable agent contact history in Amazon Connect agent workspace as a third-party (3P) application

Enable agent contact history in Amazon Connect agent workspace as a third-party (3P) application

Contact center agents juggle dozens of customer interactions daily. Without easy access to their recent call history, valuable context gets lost between conversations. Amazon Connect provides agents with powerful tools to manage real-time voice and digital interactions. One valuable enhancement is the ability for agents to view a personalized summary of their recently handled voice […]

Tailored support at scale: Turning a unified Salesforce KB into LOB-focused AI agents

Tailored support at scale: Turning a unified Salesforce KB into LOB-focused AI agents

In today’s hyper-connected world, customer support teams must juggle an ever-growing portfolio of products and services all within a single CRM like Salesforce. Agents need instant access to the right information, yet they too often find themselves wading through a monolithic, consolidated knowledge base that spans every line of business (LOB) from telecom billing to […]

Drive insights of customer’s self-service IVR journey with Amazon Connect and personalized dashboards

Drive insights of customer’s self-service IVR journey with Amazon Connect and personalized dashboards

Customers typically want access to their contact center data to drive better decisions. Amazon Connect flows are a great place to capture metrics and drive outcomes. These flows define how customers experience your contact center from start to finish. At the most basic level, flows enable you to customize your IVR (interactive voice response) system. […]

Automate transaction confirmation using outbound calls with Amazon Connect

Automate transaction confirmation using outbound calls with Amazon Connect

As financial institutions continue to embrace digital transformation, the reliance on traditional phone interactions to engage with corporate clients remains prevalent. For instance, in many countries, regulations mandate that banks confirm transaction details with their clients via phone (“affirmations”). The banks must also record these calls for future audits for compliance and quality assurance. These […]

Automate agent onboarding with Amazon Connect using Okta

Automate agent onboarding with Amazon Connect using Okta

The efficiency of agent onboarding directly impacts the success of today’s contact centers. With frequent staffing changes driven by business needs, seasonal variations, and specialized skill requirements, organizations must streamline and secure their onboarding processes. By automating manual tasks such as provisioning and deprovisioning, organizations can significantly reduce errors, improve security, and accelerate the onboarding […]

Transform customer data into personalized customer experiences with Amazon Connect Customer Profiles and Outbound Campaigns

Transform customer data into personalized customer experiences with Amazon Connect Customer Profiles and Outbound Campaigns

Introduction Contact center teams are increasingly motivated to communicate with customers to address potential issues before they arise. By anticipating and meeting customer needs proactively, organizations aim to improve customer loyalty and ultimately increase revenue by preventing customer dissatisfaction and churn. But, to be effective, proactive communication needs to be personalized, engaging, and connected across […]

Unlock organization-wide auditing ability for Amazon Connect flow changes

Maintaining a comprehensive audit trail and centralized visibility into contact center operations is crucial for security, compliance, and operational best practices. In our previous blog post, “Investigate Amazon Connect API activity across your organization using AWS CloudTrail and Amazon Athena“, we explored how customers can leverage AWS CloudTrail and Amazon Athena to gain visibility and […]

Make your Amazon Connect chat experience more engaging with custom participants and generative AI-powered chatbots

Make your Amazon Connect chat experience more engaging with custom participants and generative AI-powered chatbots

Today’s customers demand more than just quick answers. They want interactions that feel natural, intuitive, and tailored to their individual preferences. Generative artificial intelligence (AI) offers the potential to transform customer service by empowering agents with intelligent tools that can understand complex queries, generate human-like responses, and even anticipate future customer needs. Customers have invested […]

Improve routing and self-service using Amazon Connect Customer Profiles and step-by-step guides

Improve routing and self-service using Amazon Connect Customer Profiles and step-by-step guides

Contact centers leverage Interactive Voice Response (IVR) systems for call routing, self-service automation, and information retrieval. However, challenges often arise when customers need to access data from third-party systems and Customer Data Platforms (CDPs), as it often requires making API calls through custom code. This process can be complex, requiring technical expertise that is not […]