AWS Contact Center

Tag: AWS CloudFormation

Routing contacts based on performance objectives in Amazon Connect: Service level (part 1)

Enterprise contact centers have performance objectives (service levels, agent occupancy, average speed to answer) to deliver a high-quality customer service experience. The strategies used to route incoming contacts have a direct influence on these performance metrics. Amazon Connect makes it possible to route contacts based on objectives that are important to the business. This is […]

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Create and update agents in bulk with Amazon Connect

Contact center managers must often add and remove agents quickly, or manage agents as a group. The ability to do so efficiently and in bulk is essential to the timely management of contact center agents. Amazon Connect currently offers methods to perform bulk user (agent) creation and bulk user updates within the User Management functions […]

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

Use Amazon Connect data in real time with Elasticsearch and Kibana

September 8, 2021: Amazon Elasticsearch Service has been renamed to Amazon OpenSearch Service. See details. 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 […]

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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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