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Amazon Connect remote agent illustrationAmazon Connect

Amazon Connect Video Update:

Transforming Customer Service with Visual Interaction In April 2022, we introduced our first blog and demo showcasing the integration of video into call centers using Amazon Connect. Since then, the potential applications for video in customer…
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Recording voice iconAmazon Connect

Configuring Amazon Connect Voice Mail

Configuring Amazon Connect Voice Mail For several years we have been deploying a modified version of the Amazon Connect Voice Mail solution as published by the AWS team to GitHub!   When Amazon Connect first hit the market in 2017, it was…
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SMS alert iconCloud Services

Membership notification system using AWS Pinpoint SMS!

The Challenge! We had a voice notification system setup to alert member of our "club" about meetings and special events.  It consisted of a Dynamodb table that listed the phone numbers of the club membership; several lambda functions to access…
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Voice alert iconAmazon Connect

Amazon Connect Emergency Notification System

Emergency Notification? There are a number of use cases for an application that can process a list of contacts to be notified by voice message of an impending event.  The event may be an emergency or  a notification of a community activity…
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Workforce optimization team photographAmazon Connect

"Do it yourself" kit for deploying an advanced Amazon Connect Instance!

Dynamic Call Centers? We can dynamically reconfigure our contact flows, the experience a caller has when calling our contact center.   To do this, we us DNIS (i.e. dialed number information services) essentially using the number the caller…
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Dextr Flex agent dashboardAmazon Connect

Agent Step-by-Step Guide

Amazon Connect Agent Scripts? We have been very impressed with Amazon Connect's growing move into an embedded CRM.  Customer Profiles and Cases are powerful capabilities that are now integrated in the "pay only for what you use" cloud based…
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Helpful tips sticky noteAmazon Connect

Can you Delete an Amazon Connect Contact Flow?

Out of the Box? AWS has configured the contact center to work out of the box.  Add a phone number, define at least one agent and using the default contact flows, you can be taking phone calls in minutes.   The contact center features will…
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Technical learning word cloudAmazon Connect

WTF is a DNIS Map?

Route by DNIS? A common call center request is to provide a custom greetings or route a call to a Customer Service Queue (aka CSQ) based on the number the caller dialed.   DNIS or "dialed number information service" is usually the solution…
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Contact message laptop illustrationAmazon Connect

Amazon Connect adds a CRM package?

Is Amazon building a CRM Competitor? Amazon Connect continues to innovate and is adding new features at an accelerated rate.   They do not seem to be leaving any flesh on the bones for other third party providers and seem to be taking aim…
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Contact center terminology word cloudAmazon Connect

Deploy an Amazon Connect Contact Center for $195?

Pay Only for what you use We have been working with Amazon Connect since the product was introduced back in 2017.   "Pay only for what you use" is a very attractive economic principle!  We note that a lot of folks login into AWS and spin…
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Video call center consultation photographAmazon Connect

Adding Video to your Amazon Connect Contact Center

Why Video? If a picture is worth a thousand words then a video is an encyclopedia of information!   I remember a team building exercise in communications in which all the team mates sat with their back to the grease board at the front of…
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Customer waiting on a telephone callAmazon Connect

Powerful Amazon Connect Call Back from Queue Configuration Strategies!

The Amazon Connect Call Back from Queue Dilemma! Assume you have a call center that follows the sun from coast to coast!  You team starts in NY at 7AM EST and ends in California at 7PM PST.    You offer call back options to callers waiting…
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