AWS Contact Center

Tag: quick

Managing quick connects with a new API in Amazon Connect

In the contact center world, agents frequently transfer contacts to other agents or queues. They also transfer calls to external Direct Inward Dialing (DID) or toll-free numbers. This may mean scanning hundreds of numbers to find the correct one to dial. Transferring the customer to the wrong destination also leads to inefficiency and frustration. Maintaining […]

Read More