AWS Contact Center

Today, AWS announced Contact Lens for Amazon Connect, a set of capabilities for Amazon Connect enabled by machine learning (ML) that gives contact center supervisors and analysts the ability to understand the content, sentiment, and trends of their customer conversations to identify crucial customer feedback and improve customer experience. Amazon Connect is an omnichannel cloud […]

Amazon Connect costs less to operate than any other contact center Including a 26% price reduction on Amazon Connect telephony prices for U.S. customers. Here at AWS, we’re always trying to save our customers money, and on May 24, we did it again by reducing Amazon Connect telephony prices for our US customers by 26% […]

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 versa. The powerful StartOutboundVoiceContact API action makes Amazon Connect the ideal tool for managing this dynamic. This action enables you to program outbound calls to contact customers. These contacts might take the […]

At some point, you have likely had to hang up after waiting on the phone for an agent to help you. You lost your spot in the queue, without the option to leave a voicemail or receive a callback. This experience is exceptionally frustrating for users, and also damaging to a business from both a […]

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 […]

Contact centers commonly employ phone-based survey applications. These applications use interactive voice response (IVR) to obtain feedback on agent performance, the ease of conducting a transaction, or both. This post describes how to build a survey IVR using Amazon Connect. Although typical survey accept rates can vary depending on your workflow, coding a survey application […]

AWS Step Functions enables you to orchestrate multiple services in a seamless workflow in coordination with Amazon Connect and Amazon SNS. In this post, I walk you through how to use Step Functions to coordinate customer workflows. To put the problem and solution in concrete terms, consider the following use case: Example Corp. is a […]

It’s critical to stay up-to-date with security-related events in your AWS account. In an earlier post, Receive Phone Call Alerts for AWS Account Security Events with Amazon Polly, I showed you how to get phone notices for critical alerts in your AWS account using Twilio. In this post, I use Amazon Connect to create the […]

For many contact center technologists, the ability to manage voice prompts by using text-to-speech has become a vital component of an ACD platform. The troublesome task of managing recordings has been replaced with the agility of real-time prompt changes through editing a text box. While the use of text-to-speech is convenient, the result of a […]

It is common practice in contact centers to assign direct extension numbers to representatives so that the callers can reach them directly. This alleviates the need to provide a DID for each representative. Providing direct access to representatives is common in account-management scenarios where customers would like to talk directly to their preferred point of contact […]