AWS Contact Center

Tag: Amazon Pinpoint

Creating a Secure Emergency Outage Message in Amazon Connect

In the contact center space, there is often a need for management to invoke a temporary message that is situationally driven. Common use cases could be weather-related closures, fire alarms, or other facility issues. During these incidents contact center management wants to enable customers to hear up to date information on extended wait times and […]

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Create a mobile chat solution with the Amazon Connect mobile SDK

With the growth in smartphone usage, more and more customers are using phones as their primary means of communication. Given people are frequently using apps, customers may prefer to interact with a company via chatting through an app compared to calling customer service. By providing customers with an option to chat directly from an app […]

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Redirecting voice contacts to chat on Amazon Connect

Erin Hall, Solutions Architect, Amazon Connect This past November, Amazon Connect, our omnichannel cloud contact center service, launched a new channel for chat. The addition of chat provides businesses with more flexibility in how to engage with and delight their customers. One benefit of chat is the ability to decrease a customer’s time in queue. […]

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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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