Tag: Contact Center

If you don’t have an SAML 2.0–compliant identity provider available for your contact service, it can take significant effort to set up a new one. Amazon Connect supports SAML 2.0–compliant identity providers (IdPs) for single sign-on (SSO). AWS Single Sign-On (AWS SSO) makes it easy to centrally manage SSO access to multiple AWS accounts and […]

Contacting customer service can often be a challenging experience. Sometimes, the conversation engagement does not meet the caller’s expectations. They may encounter experiences such as waiting on hold, repeating information from one agent to the next, and spending too much time getting answers to questions. These can all lead to a lengthy and often frustrating […]

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 […]

Amazon Connect’s native integrations with other AWS services like AWS Lambda allow you to create dynamic, personalized experienced for your callers. In this blog post we will use AWS Lambda and Amazon DynamoDB to: Create an AWS Lambda function from the sample provided. Integrate your Lambda function with your Amazon Connect instance, letting you perform […]

Securing access to your IT resources is paramount. As the number of web-based applications that your employees use increases, so does the difficulty for them to remember their login credentials. Many companies have turned to single sign-on with a variety of identity providers to streamline access to resources and simplify their employees’ routines. With Amazon […]

One of the most commonly asked questions we get when people begin using Amazon Connect is, “How can I pop my existing web-based application using data gathered in a contact flow?” This post provides a comprehensive example that grabs the incoming data and uses it to pop an external web-based application a new window. It […]

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 […]

One of the primary motivations for Amazon Connect is to make it easy for our customers to deliver better customer service at a lower cost. Applied Artificial Intelligence (AI) permits us to investigate new ways to raise the bar for customer service. Can an AI-based agent participate in the conversation and recommend actions or find […]

This blog post describes best practices for adopting and implementing Amazon Connect, a cloud-based contact center built on AWS, into your enterprise. These best practices have been compiled from previous customer migrations to Amazon Connect. Because most contact centers are technologically and organizationally complex, this post focuses on the best way to get started, plan […]

In this article, I’ll show you a few interesting things you can now do in Amazon Connect using the Transfer to phone number block in a contact flow. The block was upgraded with new capabilities on February 19th, 2019. The new features include the ability to resume a contact flow after a 3rd party transfer […]