AWS Contact Center

Category: Node.js

Agent CCP Call Statistics

Assist agents and enrich system metrics with Amazon Connect

Agents are a core part of a contact centre. At peak times, they manage long queues and look through multiple systems for the information requested by their customers. During a call, agents may need to reconfirm information with the customer that they already gave in the Interactive Voice Response (IVR) system. This may include the […]

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Preventing duplicate callback requests in Amazon Connect

Preventing duplicate callback requests in Amazon Connect Callback mechanisms are important in contact centers today because it allows callers to reserve their place in the queue without actually staying on the line. When their turn in the queue arrives, they receive an automatic callback from the contact center saving them precious time and providing an […]

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Testing accuracy and regression with Amazon Connect and Amazon Lex

Contacting customer service can often be a challenging experience. Sometimes, the conversation engagement does not meet the caller’s expectations. They may encounter experiences such as waiting on hold, repeating information from one agent to the next, and spending too much time getting answers to questions. These can all lead to a lengthy and often frustrating […]

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Using Amazon Pinpoint to send text messages in Amazon Connect

Taking advantage of SMS text capabilities in your contact center provides another medium to improve your customers’ experience. Amazon Pinpoint lets you manage all facets of an SMS/email campaign, and now lets you send text messages from Amazon Connect. The instructions in this post help you enable text messages from your Amazon Connect contact flows […]

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Creating dynamic, personalized experiences in Amazon Connect

Amazon Connect’s native integrations with other AWS services like AWS Lambda allow you to create dynamic, personalized experienced for your callers. In this blog post we will use AWS Lambda and Amazon DynamoDB to: Create an AWS Lambda function from the sample provided. Integrate your Lambda function with your Amazon Connect instance, letting you perform […]

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