AWS Contact Center

Tag: AWS CloudFormation

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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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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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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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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