Category: Technical How-to

EDITOR NOTE: This blog is an example starter project designed to provide a demonstration and basis for builders to create their own solutions. It should not be considered Production-ready. If you plan to deploy and use this in a Production environment please review Using this in Production for additional guidance. If you need additional support […]

Introduction Amazon Connect contact center allows you to create dynamic voice prompt playback using Amazon Simple Storage Service (S3). All the custom prompts are stored as audio files on Amazon S3. As the number of files increase, it becomes challenging to manage these files and audit changes. Business users would need access to AWS Management […]

Organizations are increasingly using speech recognition to create powerful conversational interfaces in the contact center, enabling self-service, user identification, and caller authentication based on users’ spoken natural language. These capabilities create delightful experiences for the user and improve containment rates and customer satisfaction scores. Oftentimes, in order to authenticate callers, organizations typically must collect alphanumeric […]

Introduction Organizations want the ability to monitor operational and system level metrics of their Amazon Connect instances. Right sizing Service Quotas is important to deliver satisfactory contact experiences, meet service level targets, and optimize AWS resources. Amazon Connect provides operational metrics at the instance level. Amazon Connect automatically sends instance and queue metrics to Amazon […]

Several organizations today integrate Amazon Connect with Salesforce within their contact centers for voice and chat interactions. They also use Salesforce to handle inbound email communications. While Amazon Connect Salesforce CTI adapter provides a seamless integration between the two, some companies prefer a single routing mechanism for all channels and a unified reporting view for […]

When customers reach out for support using chat they will often need support from an agent. Setting expectations on when an agent will be available to assist helps keep customers engaged. Contact centers can inform customers about their position in queue to keep the customer informed. Using this solution, you can keep your Amazon Connect […]

Often, contact center agents need to handle complex issues that require multiple interactions, research, and detailed tracking and notation of next steps and status. For example, IT organizations need to be able to track troubleshooting steps, milestones, actions taken, and results of actions. Case management tools provide a solution that consolidates history of a specific […]

In many contact centers, a large amount of invaluable communication resides in chat interactions that can dictate the image of an organization. Deriving conversational analytics from these chat interactions can help identify crucial product feedback, improve agent enablement, and boost overall customer experience for a business. Contact Lens for Amazon Connect recently announced general availability […]

Overview Businesses and enterprises that offer customer service are often required to support their customers 24/7. This makes it possible for businesses to handle urgent and important calls, and provides customers the option to call in at their convenience.  When support services aren’t available or they fall offline, businesses are at risk of customers getting disconnected, or […]

Introduction Customers expect multiple channel options when contacting customer service departments. Amazon Alexa smart speakers have become increasingly popular in households globally. Contact center innovators can exceed customer expectations by enabling Alexa as an additional channel with Amazon Connect. Adding Alexa as a channel will provide customers with additional choice and convenience, resulting in a […]