Category: Technical How-to

Authentication during chat is a balancing act: require it too early and you lose customers who need quick answers; skip it entirely and you face compliance challenges when conversations shift to account-specific topics. When customers start a chat in Amazon Connect Customer, they might begin with a simple question but then need account-specific assistance that […]

Your Amazon Connect contact center is running at 92% of its concurrent call capacity, and no service quota monitor is watching. The dashboard shows green. Agents are handling calls. Then one more call comes in, and the next 50 callers receive no response. Amazon Connect enforces quotas on more than 300 resource types and API […]

When using Amazon Connect Outbound Campaigns with answering machine detection (AMD), contact center managers often perceive long silence periods before customers connect to agents. This perception frequently stems from measuring agent connection time incorrectly starting the timer from when the call enters the system rather than from when the customer finishes speaking. By anchoring your […]

Learn how to build an automated evaluation pipeline for Amazon Connect AI Agents using DeepEval and Amazon Bedrock to meet Model Risk Management requirements. When you deploy an Amazon Connect Customer AI Agent that manages account operations and routes service requests, it becomes a model subject to formal governance. Before deploying any model that influences […]

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 […]

Introduction The Amazon Connect Customer data lake gives contact centers a central, zero-extract, transform, and load (zero-ETL) location to query contact records, agent performance, conversational analytics, and other data types. However, enabling access requires navigating multiple AWS consoles to associate datasets, accept AWS Resource Access Manager resource shares, configure Lake Formation permissions, and create resource link tables using AWS […]

Introduction For NatWest Group, one of the UK’s largest banks, delivering consistent customer experience consistently is both a business priority and a regulatory requirement. Maintaining uninterrupted service across customer experience operations is fundamental to the bank’s ability to meet its business continuity and disaster recovery obligations. NatWest originally deployed its customer experience platform on Amazon […]

If you are running outbound campaigns or making manual outbound calls, agent time can be occupied leaving standard or customised messages on calls answered by voicemail systems. This presents two challenges that impact contact center operations: Loss in Agent Productivity – when agents must wait for voicemail systems to complete their greetings and manually leave […]

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 […]