Tag: AWS Lambda

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 […]

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 […]

Join us for AWS Contact Center Day, a free virtual event where you’ll learn about the future of customer service, how machine learning can optimize customer and agent experiences—and more. Register now » 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 […]

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 […]

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 […]

Co-authored with Dr. Mark A. Tovey, Postdoctoral Fellow, Western University, in Collaboration with the Culture Office City of London The city of London, Canada has partnered with Hear, Here, an audio interpretive sign project founded in La Crosse, Wisconsin. Together, they are setting up the first Canadian Hear, Here project. This blog post describes the […]