AWS Contact Center

Tag: AWS Lambda

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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Ingesting content to power real-time recommendations and search with Amazon Connect Wisdom

Contact center agents often encounter questions from customers that require them to reference knowledge documents such as frequently asked questions (FAQs), wikis, product manuals, and how-to guides. Many contact centers use knowledge management systems and document repositories that are siloed and not well-integrated with the applications that contact center agents use when interacting with customers. […]

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Deter spam callers using Amazon Connect

Contact centers often receive illegitimate phone calls where the caller is pretending to be someone else by using an existing customer’s phone number.  While you might simply fail a check on a web site because you don’t have the right credentials, contact center agents are trained to be polite even when something seems amiss, so […]

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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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Invoke an AWS Lambda Function Alias from Amazon Connect

Amazon Connect enables you to create dynamic, personalized user engagements by integrating your contact center with AWS Lambda to access virtually any backend system, customer relationship management system, or other AWS services. Currently, Amazon Connect allows you to specify AWS Lambda functions in Contact Flows through the user interface. However, Amazon Connect calls the latest […]

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Use asynchronous Lambda functions with Amazon Connect

Having access to data within an Interactive Voice Response (IVR) solution can help customers find the information they need and resolve their problems quickly. Unfortunately, data is not always easily accessible. Sometimes it resides in legacy systems that are slow and complex, and the last thing you want is to leave a customer waiting on […]

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Keep Your Contact Data Clean by Using Session Attributes in Amazon Connect

Using data to create dynamic experiences is a great way to enhance the customer journey with Amazon Connect. Sometimes though, managing that data across Amazon Connect contact flows or AWS Lambda functions can require a level of data persistence that can lead to unnecessary attributes in the Amazon Connect contact trace records(CTRs). Examples of such […]

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Automating outbound calling to customers using Amazon Connect

Two-way contact center communications are a powerful tool with which modern businesses can convey information, make inquiries, and report issues to customers—and vice versa. The powerful StartOutboundVoiceContact API action makes Amazon Connect the ideal tool for managing this dynamic. This action enables you to program outbound calls to contact customers. These contacts might take the […]

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Dynamically setting outbound numbers for contact centers with Amazon Connect

If a caller ID is local, customers are more likely to answer an incoming call. Because it’s unlikely that contact center agents are always local, our partners wanted to use Amazon Connect to place outbound calls using a local number, picked dynamically by the agent. This post presents a simple way to accomplish this, using […]

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Getting AWS account security alerts on your phone with Amazon Connect

It’s critical to stay up-to-date with security-related events in your AWS account. In an earlier post, Receive Phone Call Alerts for AWS Account Security Events with Amazon Polly, I showed you how to get phone notices for critical alerts in your AWS account using Twilio. In this post, I use Amazon Connect to create the […]

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