AWS Contact Center

Tag: Amazon Connect

Identify and Move Unwelcomed Calls on Your Amazon Connect Instance

You’ve deployed a contact center powered by Amazon Connect. You’re now taking calls from customers. Great. However, you’ve been noticing a trend of unwanted inbound calls. Not so great. This post shows you how to build a solution to identify these callers based on the number they call from. Steps for identifying and moving calls […]

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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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Building an Automated AI Experience with Amazon Connect and Salesforce Service Cloud

Last year we announced the first release of the Amazon Connect Computer Telephony Integration (CTI) Adapter for Salesforce. We have seen a number of Enterprise customers leveraging this integration to build innovative customer experiences. Based on customer feedback, we have released version 2 of the CTI Adapter with the following additional functionality: Improved Salesforce screen […]

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Amazon Connect – So Easy an Eight-Year-Old Can Use It

Contact centers can be tough to integrate with, maintain, and manage. Amazon Connect is a cloud contact center service, which simplifies the contact center process, especially for the customers. Amazon Connect starts from the point of view that time is valuable. Spend time doing the things that help your customers to have the first-rate experiences. […]

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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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Amazon Connect with Amazon Lex Press or Say Input

You’re sitting in a public place and need to contact customer support over the phone. Perhaps you’re traveling and need to confirm or change a reservation or get an account balance. Maybe you need to reset an account password because you always access the account from your tablet instead of your phone. We’ve all been […]

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Welcome to the New AWS Contact Center Blog

The origins of Amazon Connect are much like the origins of AWS. After more than a decade building and running the scalable web application Amazon.com, developers and organizations asked if they could use the same technology, so in 2006 we launched AWS. Around the same time, the Amazon Customer Service team realized that our company-wide goal […]

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