Configuration Manager for Amazon Connect

Configuration Manager offers maximum flexibility and security by providing role-based users with the ability to change and control all data-driven call flow attributes through an easy-to-use table interface. Changes and updates can be tested in a development or UAT environment prior to production deployment and then scheduled to take effect immediately or at specific future dates and times. A complete audit history is available for all changes if needed and maintenance windows may be defined to constrain deployment. A flexible table-driven design supports changes to hierarchical branding and conditional call treatments that provide the ability to quickly react to business changes and manage event-driven messaging. New call flows can be created with limited technical/development support. The tool provides the ability to create metafile definitions that mistake-proof tables by categorizing table values and rules.

Flexible Configuration Tool for Amazon Connect

• Functional features such as turn on/off call backs are created based on business rules/conditions
• Configuration Manager portal can be configured as a fully managed service
• On-demand event driven changes can be quickly deployed across multiple flows
  • Emergency messages
  • Branding messages
  • Scheduled messages Notification holiday messages
• Modifications to contact center business logic can be easily and safely deployed by business users
• Changes can be rolled back instantly to prior state if needed
• Audit trails are created for analysis or audit documentation
• Conditional routing adjustments are made to address events and environmental changes