Category: Technical How-to

Maintaining compliant calling operations to China (country code +86) presents significant challenges for global businesses as telecommunications regulations continue to evolve. If your organization relies on Amazon Connect Customer for customer communications to Chinese destinations, understanding and implementing compliance best practices helps you avoid service disruptions and protect your customer relationships. A global travel services […]

Introduction When you publish a contact center schedule, you assume the people it affects will see it. In practice, that assumption creates operational risk. Agents miss shifts, arrive late to training sessions, or create unplanned coverage gaps because a schedule change was communicated through a bulk email or a channel post that never surfaced in […]

1. Introduction 1.1. What are adherence thresholds and why do they matter Schedule adherence is a Workforce Management (WFM) metric that measures how closely agents follow their assigned work schedules. Every contact center, however, operates with a degree of expected operational variance — agents finishing calls before transitioning to breaks, or handoffs running slightly long. […]

Every day, Amazon Customer Service handles millions of customer contacts across Amazon and its subsidiaries, spanning multiple regions including North America, Europe, South Africa, and Asia Pacific. Managing contact flows at this scale across multiple Amazon Connect instances to accommodate Retail and Amazon subsidiaries required a scalable, programmatic approach. The team set out to maintain […]

1. Introduction Amazon Connect supports voice/video and chat as separate channels, each with its own APIs. Using native or custom widgets, these channels operate independently. This works for most contact center scenarios. But what happens when a customer and an agent need more than just talking and seeing each other? For example, a customer calls […]

Introduction Every customer interaction leaves digital traces that reveal preferences and needs. While businesses collect vast amounts of customer data, most struggle to move beyond basic personalization to understand the ‘why’ behind customer behavior. The key challenge isn’t gathering data—it’s converting these signals into real-time, actionable insights. Whether in retail, airlines, telecom, or entertainment, companies […]

1. Introduction Amazon Connect Email delivers built-in capabilities to prioritize, assign, and automate customer service email resolution within Amazon Connect’s unified omni-channel contact center platform. Organizations can manage email interactions alongside voice and chat, route emails based on customer attributes and content, and maintain interaction history within customer profiles. This blog describes how to add […]

Overview Amazon Connect now offers multi-skill forecasting and scheduling for contact centers. This approach segments demand based on specialized agent skills instead of treating agents as interchangeable. Amazon Connect eliminates costly staffing imbalances while ensuring specialized agents handle high-value interactions. Manual scheduling overhead is thus reduced through AI-driven deployment based on real-time demand patterns. For […]

Introduction Amazon Connect is an easy-to-use enterprise cloud contact center that empowers organizations to deliver exceptional customer experiences at scale. One of the key benefits of Amazon Connect is its native integration with Amazon CloudWatch, which provides powerful capabilities to analyze operational activities and receive alerts before issues impact customers – delivering insights at a […]

In collaborative contact center environments, the ability for agents to connect directly with each other can significantly improve productivity and streamline problem resolution. Whether it’s transferring contextual information, requesting supervisor assistance, or collaborating across teams, agent-to-agent calling plays a crucial role in enhancing internal communication. Amazon Connect provides the flexibility to build such features using […]