AWS Contact Center

Creating a secure IVR solution with Amazon Connect The contact flows in Amazon Connect can be used to create dynamic Interactive Voice Response (IVR) solutions. With Amazon Connect, organizations can gather appropriate personal information to customize the customer experience when they interact with their IVR. The personal information can include social security numbers, credit card […]

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 […]

This blog post describes how to create customer access policies to Amazon S3. These buckets are by default not public, and this blog takes it further by locking the bucket to Amazon Connect where your Amazon Connect reports and call recordings are stored. By using appropriate permissions assigned to your Amazon Connect account, you can view scheduled […]

You’ve deployed a contact center powered by Amazon Connect. You’re now taking calls from customers. Great. However, you’ve been noticing a trend of unwanted inbound calls. Not so great. This post shows you how to build a solution to identify these callers based on the number they call from. Steps for identifying and moving calls […]

Continuing the global expansion of Amazon Connect, we have announced that coming in the next few months, Amazon Connect will be available in the Asia Pacific (Tokyo) AWS Region. Amazon Connect is an easy-to-use, self-service, cloud contact center service you can use to deliver more engaging customer service experiences. Customer requests have led us to […]

Data is critical in contact centers. Supervisors and managers rely on reports to tell them how their teams are performing and to plan for staffing requirements. Providing people with the data they need, when they need it, is vital. This blog post describes how to enable generated reports and send them automatically to users via […]

Last year we announced the first release of the Amazon Connect Computer Telephony Integration (CTI) Adapter for Salesforce. We have seen a number of Enterprise customers leveraging this integration to build innovative customer experiences. Based on customer feedback, we have released version 2 of the CTI Adapter with the following additional functionality: Improved Salesforce screen […]

Contact centers can be tough to integrate with, maintain, and manage. Amazon Connect is a cloud contact center service, which simplifies the contact center process, especially for the customers. Amazon Connect starts from the point of view that time is valuable. Spend time doing the things that help your customers to have the first-rate experiences. […]

In this blog post, we demonstrate how you use Amazon Elasticsearch Service (Amazon ES) and Kibana for real-time analytics for your Amazon Connect contact center. You can monitor your contact center performance to improve a variety of service metrics, such as call times, service level, efficiency, agent performance, and customer satisfaction. We also review a […]