Category: Technical How-to

Introduction Government agencies and regulated organizations are required to apply protective markings to outbound email as a compliance and security control. A common approach is to add a custom X-Protective-Marking header, but Amazon Simple Email Service (Amazon SES) does not include custom headers in its DomainKeys Identified Mail (DKIM) signature. This means the marking can […]

Overview Manual DKIM signing on Amazon Simple Email Service (Amazon SES) gives you direct control over which headers your messages sign, including the ability to over-sign headers for DKIM replay attack mitigation. Amazon SES offers two DKIM signing paths, and the difference between them determines how much control you have. Easy DKIM: SES manages DKIM […]

Building a unified multi-channel agent experience Building a unified agent workspace for voice, SMS, and WhatsApp requires connecting three distinct communication channels — each with its own provisioning path, compliance model, and throughput characteristics — into a single routing and analytics experience. This post shows how to architect that unified workspace on Amazon Connect Customer, […]

If you manage email templates in Amazon Pinpoint and need to migrate them to Amazon Simple Email Service (Amazon SES) v2 before the October 30, 2026 end of support deadline, you know the challenge: renaming fields, converting placeholder syntax, handling click-tracking attributes, and deploying at scale, all tedious and error-prone when done manually across dozens […]

You Route Contacts with Precision. Why Not Screen Space? Before an agent ever sees their workspace, your routing engine evaluates multiple attributes to select an agent: skills, proficiency, queue priority, availability, routing profile, contact attributes, and business rules. It makes a calculated decision about who handles each interaction. The workspace itself? Typically, one size fits […]

Introduction Financial services institutions (FSIs) operate contact centers that serve diverse lines of business, including retail banking, credit cards, wealth management, insurance claims, and more. Each line of business has its own workflows, compliance requirements, terminology, and escalation paths. Today, most organizations address this complexity by building separate IVR flows for each client or business […]

Introduction Contact center teams running Amazon Connect Customer consistently face a core data engineering challenge: reducing the end-to-end latency from call completion to transcript availability in the data warehouse. The answer is not a single number. It depends on understanding the interplay of 14 distinct latency factors across the pipeline. The factors include the irreducible […]

Introduction Contact center teams running Amazon Connect Customer consistently face a core data engineering challenge: reducing the end-to-end latency from call completion to transcript availability in the data warehouse. The answer is not a single number. It depends on understanding the interplay of 14 distinct latency factors across the pipeline. The factors include the irreducible […]

Email is one of the highest-volume support channels in most contact centers, and one of the most manual. Agents read long threads, search internal knowledge, and draft replies from scratch, which makes for slow first responses and inconsistent messaging. Amazon Connect Customer now provides native AI capabilities for the email channel. With email AI agents, […]

A voice-activated AI agent can make contact center management significantly faster when the AI agents handling your calls need urgent changes. Supervisors running these AI agents on Amazon Connect Customer face a persistent operational challenge. When critical systems go down or AI agent behavior needs immediate adjustment, the path from decision to action involves multiple […]