AWS Contact Center

Tag: Amazon Cloudwatch

Adopting Amazon Connect in Your Enterprise Contact Center

This blog post describes best practices for adopting and implementing Amazon Connect, a cloud-based contact center built on AWS, into your enterprise. These best practices have been compiled from previous customer migrations to Amazon Connect. Because most contact centers are technologically and organizationally complex, this post focuses on the best way to get started, plan […]

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Automatically Distribute Scheduled Reports for Amazon Connect

Data is critical in contact centers. Supervisors and managers rely on reports to tell them how their teams are performing and to plan for staffing requirements. Providing people with the data they need, when they need it, is vital. This blog post describes how to enable generated reports and send them automatically to users via […]

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Architecture diagram showing the data flow betwen AWS services for data analytics

Use Amazon Connect data in real time with Elasticsearch and Kibana

In this blog post, we demonstrate how you use Amazon Elasticsearch Service (Amazon ES) and Kibana for real-time analytics for your Amazon Connect contact center. You can monitor your contact center performance to improve a variety of service metrics, such as call times, service level, efficiency, agent performance, and customer satisfaction. We also review a […]

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