AWS Bedrock, LangGraph, or CrewAI? Choosing an AI Stack That Survives Production

Executive summary: Amazon Bedrock, LangGraph, and CrewAI are not three competing versions of the same product. Amazon Bedrock supplies managed access to AI models and supporting services. Frameworks such as Strands Agents, LangGraph, and CrewAI determine how an AI application reasons, collaborates, uses tools, and moves through a process. Amazon Bedrock AgentCore can then provide the managed runtime and operational infrastructure needed to take many of those applications into production.

The right question is therefore not, “Which tool wins?” It is, “Which combination gives the business the control, security, recoverability, and accountability it will need after the demonstration is over?”

Business leaders evaluating three production AI implementation paths on a common managed platform
Production AI is usually a stack of complementary services—not a winner-take-all tool selection.

The Demo Is Not the Difficult Part

Building an AI demonstration has become remarkably fast. A small team can connect a model, add a few documents, call an external service, and produce something impressive before the coffee gets cold.

Production is where the adult questions arrive:

  • Who is allowed to ask the system to take an action?
  • Which customer or employee data can it access?
  • What happens when an external system is unavailable?
  • Can a transaction be resumed without starting over?
  • Which decisions require human approval?
  • Can the business explain what happened after an error?
  • How will quality, safety, latency, and cost be measured?
  • Who receives the 2:00 a.m. phone call?

That last question has ended more architectural debates than any benchmark ever will.

Start by Separating the Layers

Much of the confusion disappears when the technology is divided into layers.

1. Models and managed AI services

Amazon Bedrock provides managed access to foundation models and related capabilities such as knowledge bases and guardrails. It is the part of the stack that gives an organization governed access to AI models without operating the underlying model infrastructure.

Bedrock is therefore not a direct one-for-one replacement for LangGraph or CrewAI. Those products operate primarily at the application and orchestration layer.

2. Agent logic and orchestration

This layer determines how the application divides work, selects tools, maintains state, applies business rules, and involves people.

  • Strands Agents is an attractive AWS-first framework with agent, graph, workflow, and multi-agent patterns.
  • LangGraph is particularly strong when the process needs explicit states, checkpoints, controlled transitions, recovery, and human approvals.
  • CrewAI is appealing when the business problem is naturally described as a group of specialists working together toward an outcome.
  • Other frameworks or custom code may be appropriate when an organization already has established skills, intellectual property, integrations, or portability requirements.

3. Production runtime and agent infrastructure

Amazon Bedrock AgentCore is designed to provide managed production infrastructure for agents. Its capabilities include runtime, memory, identity, tool connectivity, observability, and evaluations.

Importantly, AgentCore is framework-agnostic. AWS documents support for agents built with Strands, LangGraph, CrewAI, Google ADK, the OpenAI Agents SDK, and custom implementations. In many architectures, AgentCore complements the selected framework instead of replacing it.

4. Deterministic business workflows

Not every business process should be placed under the control of an AI agent.

When a step must occur in an exact order, produce an auditable result, retry predictably, or follow a strict timeout, services such as AWS Step Functions and Amazon EventBridge are often better coordinators. The agent can contribute judgment where judgment is valuable while a deterministic workflow keeps control of the transaction.

In plain English: let AI interpret an unusual customer request; let conventional workflow automation make certain the refund is approved, recorded, and reconciled correctly.

When an AWS-First Stack Is the Sensible Default

An AWS-first design is compelling when the organization already operates primarily in AWS and wants to minimize the amount of infrastructure assembled from separate vendors.

A practical starting point is:

  • Models: Amazon Bedrock
  • Agent framework: Strands Agents
  • Runtime and agent infrastructure: Amazon Bedrock AgentCore
  • Retrieval: Bedrock Knowledge Bases, Amazon OpenSearch, or a specialized external data platform
  • Safety: Bedrock Guardrails
  • Identity: AWS Identity and Access Management together with AgentCore Identity
  • Monitoring and evaluation: AgentCore Observability and Evaluations, Amazon CloudWatch, and OpenTelemetry
  • Business workflow: Step Functions and EventBridge

This is not automatically the best design for every company. It is simply a coherent default: fewer operational seams, familiar security controls, consolidated accountability, and less infrastructure for the internal team to assemble.

It is the architectural equivalent of buying a coordinated kitchen rather than ordering the refrigerator, plumbing, cabinets, and electrical system from four companies that have never met.

When LangGraph Earns a Place

LangGraph deserves serious consideration when control over the execution path is central to the business requirement.

Examples include:

  • A transaction must pause for approval and resume later.
  • Every stage needs a durable checkpoint.
  • A failed step must be retried without repeating completed work.
  • The application requires explicit branches, loops, and exit conditions.
  • Operators need to inspect or alter state during execution.
  • The company wants detailed control over how long-running agent processes behave.

Consider a contract-review application. An AI model might identify unusual language, but legal approval must occur before the revised agreement is sent. The system may need to pause for two days and then resume from exactly the same point. That is the sort of requirement where durable state and human-in-the-loop controls matter far more than which framework produced the prettiest first demonstration.

LangGraph can still use models from Amazon Bedrock and can be deployed using AgentCore. Choosing LangGraph does not require abandoning an AWS-centered architecture.

When CrewAI Fits the Business Problem

CrewAI works well when business stakeholders already describe the process as a team of specialized roles.

For example, a marketing-content operation might include:

  • A research agent that gathers approved information
  • A product agent that verifies capabilities
  • A compliance agent that checks claims
  • An editor agent that assembles the final material
  • A supervisor that reviews whether the work is complete

That model is intuitive to business users because it resembles an organization. Roles, goals, tools, and assignments can be discussed without beginning the meeting with a diagram that looks like the New York subway map.

However, a good organizational metaphor does not eliminate production responsibilities. The implementation still needs identity, permissions, memory, data protection, evaluation, recovery, and monitoring. CrewAI can provide the collaboration pattern while AgentCore or another production platform supplies much of the operational foundation.

Comparison of AWS-first, LangGraph, and CrewAI production use cases
Choose the framework for the shape of the work, then choose the runtime and controls needed to operate it safely.

A Note About Amazon Bedrock Agents

AWS now refers to the earlier Amazon Bedrock Agents service as Amazon Bedrock Agents Classic. AWS documentation states that it is in maintenance mode and is not open to new customers. Existing customers can continue using it, but new designs should evaluate AgentCore and current AWS agent-building options before adopting an architecture centered on Agents Classic.

This is a useful reminder that production selection must account for product lifecycle as well as technical capability.

Use a Production Scorecard, Not a Demo Contest

Before selecting the stack, score each candidate against the following business requirements:

  • State: Can work pause, persist, and resume safely?
  • Security: Are identity, permissions, credentials, and data boundaries enforceable?
  • Recovery: What happens when a model, tool, or outside system fails?
  • Human control: Which decisions can be reviewed, edited, or rejected?
  • Evaluation: How will the company measure accuracy, safety, completion, and tool use?
  • Observability: Can operators trace what the system did and why?
  • Governance: Are changes reviewed, versioned, tested, and auditable?
  • Interoperability: Can models, tools, and data platforms be changed without rebuilding everything?
  • Cost: Can usage be attributed, forecast, limited, and explained?
  • Ownership: Does the company have—or can it obtain—the skills to operate the result?

The fastest demonstration may still win. It simply should not win by default.

The Practical Recommendation

For an organization already invested in AWS, begin by testing an AWS-first stack: Amazon Bedrock for models, Strands Agents for agent logic, AgentCore for the production runtime, and AWS workflow, identity, safety, and monitoring services around it.

Add LangGraph when durable execution, explicit state, or sophisticated approvals are defining requirements. Add CrewAI when role-based collaboration is the clearest and most maintainable representation of the work. Consider other frameworks when existing expertise, portability, specialized integrations, or product strategy justify them.

Most importantly, do not ask one tool to solve every layer. A model platform, an agent framework, and a production runtime have different jobs. The strongest implementation is often a thoughtfully governed combination.

DrVoIP can help your organization turn an AI use case into a production architecture—before a promising demonstration becomes an expensive collection of assumptions. Contact us to arrange an AI production-readiness and architecture review.

Further Reading

AI for Small to Medium Businesses

AI for Small to Medium Businesses

AI for Small to Medium Businesses

A Practical Guide to Solving Real Business Problems with AI

Artificial Intelligence is everywhere. Every day there’s another announcement, another chatbot, another promise that AI will revolutionize business.

For many small and medium-sized business owners, that creates more questions than answers.

Questions Every Business Owner Is Asking

✓ Where do I start?

✓ What can AI actually do for my business?

✓ Is this technology practical—or just another fad?

Those are exactly the questions that inspired me to write this guide.

After more than four decades helping businesses improve customer communications—and nearly a decade designing AI-powered customer engagement systems—I realized that most AI information is written for software developers, data scientists, and technology professionals.

Business owners deserve something different.

This book was written for business owners, managers, and decision-makers who want practical ideas rather than technical jargon.

Inside You’ll Discover How AI Is Already Helping Organizations

  • Answer customer questions 24/7
  • Reduce missed phone calls and lost opportunities
  • Automate scheduling and appointment reminders
  • Improve customer service without increasing staff
  • Streamline repetitive administrative work
  • Generate reports, proposals, and documentation in minutes
  • Assist employees instead of replacing them

More importantly, the book explains where AI creates real business value—and where it doesn’t.

Real-World Examples Across Many Industries

  • Veterinary Clinics
  • Restaurants & Hospitality
  • Contractors
  • Construction Companies
  • Medical & Dental Practices
  • Law Offices
  • Accounting Firms
  • Retail Businesses
  • Information Technology
  • Manufacturing
  • Non-Profit Organizations
  • Property Management
  • Operations
  • Human Resources
  • Sales & Marketing

The Goal

The goal isn’t to sell technology.

It’s to help you understand which business problems are worth solving first—and how AI can become another productive member of your team.

Whether you’re simply curious about AI or ready to begin implementing it, I hope this guide helps separate practical reality from marketing hype.


Download Your Complimentary Copy Today


📘 Download 65-page Executive Guide

No registration required. Simply click the button above to download your 65-page Executive Guide.


About the Author

Peter S. Buswell (“DrVoIP”) has spent more than 45 years helping organizations improve customer communications and business operations. Since 2017, he has specialized in cloud contact centers and practical AI solutions that help businesses answer more questions, automate repetitive work, and improve the customer experience.

AI for Answers. AI for Action.

The Biggest Amazon Connect Upgrade You Probably Missed

There’s been a quiet but profound shift inside Amazon Connect — and many businesses haven’t noticed it yet.

Between AWS re:Invent 2025 and the January 2026 rollout, Conversational AI, AI Agents, Prompts, and Guardrails were introduced into Amazon Connect, fundamentally changing how contact centers can be designed and operated.

This isn’t just a feature update. It’s a platform shift.

From Amazon Q to Conversational AI Agents

Many organizations experimented with earlier AI features like Amazon Q or Bedrock-powered Q&A integrations with Lex bots. These were powerful — but often required deep engineering effort, custom orchestration, and careful prompt management.

The new Conversational AI experience inside Amazon Connect changes that dramatically.

  • AI Agents are now first-class citizens in the Connect admin interface
  • Prompt engineering is structured and managed, not hidden in code
  • Guardrails are built-in, not bolted on
  • Knowledge Bases integrate seamlessly for real-time answers

In short: what used to require a team of AI engineers can now be configured directly within the contact center.

What Actually Changed?

If you haven’t logged into your Connect instance recently, you may have missed it — the admin portal itself has evolved.

You’ll now see:

  • Dedicated AI Agent configuration
  • Structured Prompt design (Identity, Behavior, Procedures)
  • Tool-based orchestration (Retrieve, Escalate, Complete)
  • Integrated Knowledge Bases powered by modern retrieval

This is not just UI polish — it represents a shift toward agentic AI inside the contact center.

Why This Matters for Business

This release bridges a long-standing gap:

Before:

  • AI was experimental
  • Required custom Bedrock + Lambda + orchestration
  • Difficult to operationalize at scale

Now:

  • AI is operational inside the contact center
  • Configurable by architects, not just ML engineers
  • Integrated directly into customer journeys

This enables a new class of capability:

  • Answer complex customer questions instantly
  • Guide conversations with structured AI behavior
  • Escalate intelligently when needed
  • Reduce handle time while improving CX

AI for Answers vs AI for Action

This is where the distinction becomes critical.

AI for Answers (Knowledge Base driven):

  • FAQ handling
  • Policy explanations
  • Product information

AI for Action (Agent + Tools):

  • Order status lookups
  • Appointment scheduling
  • Account updates

The new Amazon Connect AI Agents allow you to move beyond simple answers and into guided, outcome-driven interactions.

The Real Breakthrough: Structured Prompts + Guardrails

One of the biggest challenges in generative AI has been consistency and control.

This release introduces a structured approach to prompts:

  • Identity – Who the agent is
  • Behavior – How it communicates
  • Procedures – What it must do
  • Restrictions – What it must never do
  • Escalation Rules – When to involve a human

Combined with guardrails, this makes AI predictable, safe, and business-ready.

What This Means for Your Contact Center

Organizations that adopt this early will see immediate advantages:

  • Handle more customers without adding staff
  • Improve first-call resolution
  • Empower agents with better information
  • Reduce operational costs

More importantly, it changes the role of the contact center from a cost center to a customer experience engine.

Final Thought

This is one of the most significant updates to Amazon Connect since its launch.

And yet — many businesses don’t even know it’s there.

If you’re still thinking about AI as a chatbot or FAQ tool, you’re already behind.

The future is AI-driven interaction — not just AI-generated answers.

— DrVoIP
Where IT meets AI — in the cloud.

Schedule a quick AI Fit Check

Where Contact Center AI Stops — and Agentic Applications Begin

Not all AI is agentic – by design

Artificial intelligence is moving quickly, and with that speed comes confusion — especially when very different technologies are described using the same words.

Amazon Connect’s recent release of new Conversational AI capabilities is a great example. These features represent a meaningful step forward for contact centers, yet many business leaders are hearing terms like “agents” and “agentic AI” and assuming all AI systems now behave the same way.

They don’t — and that distinction matters.


An Important Clarification Up Front

Amazon Connect Conversational AI is not limited. It is intentionally designed.

AWS built these capabilities to excel in one of the most demanding environments in enterprise IT: live customer interactions. In that context, predictability, safety, latency, and control are far more important than autonomy or open-ended reasoning.

Understanding this design intent helps business leaders make better decisions — and avoids unrealistic expectations.


What Amazon Connect Conversational AI Is Designed to Do

Amazon Connect Conversational AI is optimized for contact center operations where consistency and reliability are essential. It provides:

  • Structured conversational handling inside Amazon Connect flows
  • Task-scoped agents aligned to specific customer service objectives
  • Prompt-driven response shaping for tone and clarity
  • Guardrails to ensure safety, compliance, and appropriate responses
  • Deterministic behavior that behaves the same way every time

This makes it well suited for high-volume customer interactions such as routing, information capture, account lookups, and guided self-service.

In short: it is designed to act reliably.


The Built-In Boundaries (By Design)

To achieve that reliability, Amazon Connect Conversational AI intentionally avoids certain behaviors that are common in broader AI platforms.

These capabilities are outside the scope of the built-in tools:

  • Autonomous multi-step planning
  • Long-lived memory across interactions
  • Dynamic selection and orchestration of external tools
  • Cross-system reasoning beyond the contact center context
  • Self-directed task execution

These are not missing features. They are conscious architectural choices to ensure customer-facing interactions remain safe, predictable, and controllable.


Where Agentic Applications Come In

Agentic AI systems are designed for a different class of business problems.

Rather than executing predefined flows, agentic applications are built to:

  • Reason over complex questions
  • Plan multi-step actions
  • Invoke tools and APIs dynamically
  • Work across multiple enterprise systems
  • Maintain state and memory over time

These systems are commonly used in research, analytics, operations, and knowledge-driven workflows — where exploration and flexibility are valuable, and the risks of autonomy can be managed.

In short: they are designed to think and orchestrate.


A Simple Mental Model for Business Leaders

One helpful way to think about this distinction:

Contact center AI is designed to act consistently.
Agentic AI is designed to reason broadly.

Both are valuable. Both can coexist. But they should not be confused or forced into the same role.

You would not want an autonomous reasoning system improvising during a live customer service call — and you would not want a strictly flow-based system running cross-department operational tasks.


How These Technologies Work Together

In modern architectures, the most effective approach often combines both:

  • Amazon Connect Conversational AI for customer-facing interactions
  • Agentic systems for backend reasoning, analysis, and orchestration

When designed thoughtfully, contact center AI becomes the trusted front door — while agentic systems operate behind the scenes where autonomy delivers value without introducing risk.


Why This Distinction Matters Now

As AI capabilities expand, business leaders are increasingly asked to approve investments, timelines, and expectations.

Understanding where contact center AI stops — and where agentic applications begin — helps ensure:

  • Realistic project expectations
  • Appropriate governance and controls
  • Better alignment between business goals and technical architecture

At DrVoIP, our role is to help translate these architectural decisions into business outcomes — choosing the right tool for the right job, without hype or confusion.

Clarity is what enables confidence.

AWS AI or Google AI?


Amazon Bedrock vs Google Vertex AI — Who’s Winning the AI Race?

AI is no longer a buzzword — it’s the new business backbone. Whether you’re automating a contact center, building customer analytics, or integrating natural language chat into your apps, the question is no longer “Should we use AI?” but “Which cloud AI platform should we trust?”

At DrVoIP, we work deep inside the Amazon Web Services (AWS) ecosystem — deploying Amazon Connect contact centers, AI chatbots, and voice automation. But every so often, clients ask, “What about Google AI?” So let’s take a friendly, informative look at how these two giants stack up for developers and business professionals.

AWS AI Services – Built for Builders

Amazon Bedrock and SageMaker form the backbone of AWS AI strategy. Bedrock gives you access to multiple foundation models — Anthropic Claude, Meta Llama, Mistral, Amazon Titan — through a single API. That means developers can experiment and scale without retraining or rebuilding pipelines.

SageMaker powers the entire machine learning lifecycle — from data prep to deployment. Add services like Lex for conversational bots, Comprehend for sentiment analysis, and Kendra for document search, and AWS becomes a full AI ecosystem ready for enterprise workloads.

For business leaders, the key advantage is integration. AI connects seamlessly into AWS’s vast toolkit — S3, DynamoDB, Redshift, Connect — all secured under the same IAM policy framework.

Google AI Services – Designed for Discovery

Google Vertex AI and the new Gemini API represent Google’s unified approach to machine learning and generative AI. Vertex brings together model training, evaluation, deployment, and monitoring under one interface — ideal for data scientists and AI researchers.

Google’s strength is creativity and speed. Vertex AI integrates beautifully with BigQuery, Cloud Storage, Firestore, and Colab notebooks. Developers can test, fine-tune, and deploy models in hours — not days. And the Gemini family models (successor to PaLM and Bard) deliver world-class text and multimodal capabilities for summarization, image reasoning, and code generation.

Head-to-Head Summary

Category AWS AI (Bedrock & SageMaker) Google AI (Vertex & Gemini)
Model Variety Multi-model (Titan, Anthropic, Meta, Mistral) Gemini family + open-source (Gemma, Mistral)
Ease of Use Strong for developers, steeper for business users Very accessible with notebooks and UI tools
Ecosystem Deep enterprise integrations (S3, Connect, Lex) Tight analytics stack (BigQuery, Search, Colab)
Security Enterprise-grade IAM, compliance focus Fine-grained IAM, research-oriented flexibility
Deployment Serverless, multi-model endpoints Edge and cloud endpoints, rapid prototyping

The DrVoIP Takeaway

For production-scale enterprise AI deployments — especially where security, governance, and integration matter — AWS Bedrock and SageMaker are the clear choice. They’re built for scale, built for control, and built to integrate into your existing AWS architecture.

For fast prototyping, experimentation, and data-driven innovation, Google Vertex AI shines. If you’re already running on Google Workspace or BigQuery, Vertex offers the shortest path from concept to prototype.

Our Recommendation

Most organizations don’t need to pick a side. The smartest strategy is multi-cloud AI: use AWS Bedrock for enterprise workloads and Google Vertex for innovation labs. The two can complement each other beautifully when designed with the right architecture.

Need help navigating AI services for your contact center or enterprise app? DrVoIP can help you design, deploy, and manage a secure, cost-effective AI strategy on AWS — complete with proof-of-concept, data pipeline, and integration guidance.

Contact us today: Grace@DrVoIP.com


DrVoIP — Delivering Amazon Connect, AI, and voice automation on time, on budget, with the highest customer satisfaction.

“Pick and Park” feature?

Pick & Park™ for Amazon Connect – Finally, Real Agent Call Control

Amazon Connect is amazing – but sometimes, agents need more control than a routing flow can provide.

That’s why we created Pick & Park™, a pair of features designed by DrVoIP to give agents the power to:

  • See who’s waiting in queue – and choose the right caller
  • Park any live call – and return to it later without losing context
  • Toggle between multiple calls – like a trading desk or dispatcher

What is Pick & Park™?

Pick lets agents view all waiting contacts in real time and click to answer a specific one. This is ideal for VIP customers, repeat callers, or when judgment matters more than FIFO logic.

Park enables agents to place a call into a “staged” state – not HOLD, but a true pause – so they can answer another call, then return to the original conversation when ready. Think of it as call juggling without the chaos.

Together, they form CallBoard™ – a single-agent control dashboard that works with your existing Amazon Connect instance.

Why This Matters

Most Amazon Connect deployments rely entirely on flows and automation. That’s great for scaling – but what about when a human agent needs to act like a human?

Call escalation teams, sales desks, healthcare triage, and dispatch centers all need tools to:

  • Pick the right call at the right moment
  • Switch between calls in progress
  • Park a call while researching or collaborating

🚀 Now Available: CallBoard™ – Built by DrVoIP

Pick & Park™ lives inside CallBoard™, our new agent dashboard designed to extend Amazon Connect functionality without changing your flows.

No rip-and-replace. No complex setup. No need to modify routing profiles. We deploy in under a day.

🎬 Watch the Live Demo:

This short video shows:

  • Real calls entering the queue
  • Agents using Pick & Park™ to control call flow
  • Live toggling between parked calls
  • All powered by Amazon Connect

Pick & Park™ lives inside CallBoard™, our new agent dashboard designed to extend Amazon Connect functionality without changing your flows.

No rip-and-replace. No complex setup. No need to modify routing profiles. We deploy in under a day.

Live Demo Video Coming Soon! We’ll walk you through a working version of CallBoard™, showing live calls entering queue, being picked by agents, parked, and returned – all without breaking the Amazon Connect model.

Use Cases

  • VIP Queue Monitoring – Prioritize high-value contacts manually
  • Escalation Handling – Park and rejoin calls while gathering solutions
  • Trading Desk / Buy-Sell – Switch between multiple parties in real time
  • Dispatch Centers – Queue scanning and fast response to critical contacts
  • Tech Support – Move between sessions without losing context

How to Get It

We’re currently offering Pick & Park™ as a deployable solution for Amazon Connect environments.

Want to see it in your instance? Reach out and we’ll spin up a live demo.

Or visit our Contact Page to request a walkthrough.

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 of interest to the list subscribers.   Even an appointment reminder falls into this category, so it is not necessary to have an actual ’emergency’ to have a requirement to mass notify a subscriber or customer group.

Basic Functional Spec

We had need of a “campaign dialer” like a solution and we found that all the parts we needed were available in AWS and Amazon Connect.   We hammered out a basic functional statement that had the following features:

  • The application requires the admin to authenticate;
  • A facility exists to record a new message to be played by the dialer;
  • The Dialer had to be able to simultaneously dial a large number of list members by contact group code;
  • The called individuals could enter a response code  to enable a transfer or follow up action (press 1 to transfer to an agent, Press 2 to reschedule,  etc.)
  • All contacts would be coded as notified even if they hung up, to eliminate redials.
  • A facility exists to reset the database in preparation of a new campaign.

The resulting solution contained the following modules:

  • Dialer Setup Module: (Authorization to use the notification system; Menu to reset database,  record new outbound voice message and initiate outbound campaign
  • DynamoDB table to contain the subscriber or customer list with associated fields to support the application (subscriber name, zip code, result code, etc.)
  • Lambda functions to read/write subscriber database and record audio to prompt file
  • Administrator notification of campaign dialer status through SNS

The solution is coded with four contact flows that enable group alerts to be sent simultaneously.  The AWS services used include Amazon Connect, DynamoDB, Lambda, Kinesis and optionally SNS. Depending on your contact center soft limits, the dialer will contact a minimum of 50 subscribers per phone call.  The following video details the configuration and the entire application is available in the DrVoIP.com store including the lambda functions and sample DB configurations.

 

 

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 contact center.  Recently, Amazon has added “step-by-step” Agent guides!  This powerful new functionality brings “one call” customer problem resolution from concept to reality.    It offers a unified experience for contact center agents to access the tools they need to address customer calls effectively.  Each phone call can generate  a screen pop of information resources.   These information or action resources can be tailored  for each queue.  This sample screen shot illustrates what might be presented to an Agent in an Airline who might handle reservations and claims for lost luggage!

Step-by-Step Agent Guides

Using the existing contact flow designer, you can configure “cards” (picture above”) that prompt the agent through how best to handle a customer request.  You can create detailed views, forms and confirmations that kick off back end actions!  No longer is it necessary to open a separate  browser tab to update your CRM, this can all be handled by the back end functions lunched from the guides.

Give us a call to setup a demo or to discuss how this amazing new set of productivity solutions can assist in achieving your contact center vision! – DrVoIP@DrVoIP.

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 to this request.   Typically you create a database table in which the index is the DNIS.  In this way we can pull back all the information we need to greet and route the caller.  The solution consists of mapping a DNIS number to a contact flow that has a lambda function that looks up the greeting and routing details in the database referenced the function.DNIS MAP

Assign the incoming DNIS number, actually all incoming numbers should hit this contact flow, and we do the usual setup.  Turn on logging which is very useful during testing and you can turn it off later to save a few pennies.  Set up recording, preferred voice and then invoke the lambda function that will retrieve the desired greeting and routing information.  It is a good practice to set the contact attributes so that you can easily reference the returned variables in subsequent contact flows and to make them available for the CTR records and potential screen pops.

Contact Attributes

Clicking on the “Set Contact Attributes”  call flow step in this example we get the following:

Contact Attributes You can see that the lambda function is pulling back two variables from the associated database tables: queueId and flowId.   in the above contact flow, after we set the contact values, obtained from an “External” database  we”transfer to flow”.   The external flowId points to the flow we want this DNIS to be used for follow on call handling.

The flow will eventually transfer to a queue, which we obtained from the same “External” database. Like the flowId, the queueId is now a “user defined” value. No reason you could skip the “set contact attributes” step and just use the $,External.flowId but by the assignment and the use of $.Attributes.flowId we associate the value with the CTR and make it more easily available for screen pops etc.

(see the blog on should I route to a queue or route to a flow?)

Additionally we could also pull back any other information we might want that would change based on the number the caller dialed. For example a customer greeting.   Did the call the Kin-sue Knife help line or the Hotel reservation line?   Maybe this is an Executive suite application in which the operator has to answer “thank you for calling <yourcompanyname>.

Advanced DNIS Routing

It may be that we want to route the caller to an IVR Menu of options based on the DNIS. You can easily handle this by the flow you route the caller to, but do you really want to do the newbie “copy and save as” to repeat the same contact flow for each DNIS?   There is now reason why the database can point to a generic IVR flow.  The generic IVR menu would have menu options that are variables that might be named “optionOne”, “optionTwo” etc.   These options would be defined in the database and in this way, each DNIS could point to the same IVR based contact flow but the menu prompt and all the options would be obtained via the lambda function from the referenced database.

This solution along with the Lambda function and Video tutorial is also available in our online store!

As always we would be glad to assist with this solution just click or call! – DrVoIP@DrVoIP.com