Category: Intermediate (200)

Contact centers face a challenge of having to constantly improve on the contact center experience based on customer feedback. In order to so, it is important that contact centers collect reliable and measurable data. Contact centers can implement post chat customer satisfaction surveys that allow for actionable feedback on user experience and agent performance. Customer […]

Contact center managers must often add and remove agents quickly, or manage agents as a group. The ability to do so efficiently and in bulk is essential to the timely management of contact center agents. Amazon Connect currently offers methods to perform bulk user (agent) creation and bulk user updates within the User Management functions […]

We just launched an exciting new channel for Amazon Connect: chat. Today, we wanted to dive a bit deeper into what chat is and how it works in Amazon Connect. We built Amazon Connect from the ground up to be truly omnichannel, which means we provide a seamless experience across voice and chat for your […]

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 […]

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 you don’t have an SAML 2.0–compliant identity provider available for your contact service, it can take significant effort to set up a new one. Amazon Connect supports SAML 2.0–compliant identity providers (IdPs) for single sign-on (SSO). AWS Single Sign-On (AWS SSO) makes it easy to centrally manage SSO access to multiple AWS accounts and […]

Taking advantage of SMS text capabilities in your contact center provides another medium to improve your customers’ experience. Amazon Pinpoint lets you manage all facets of an SMS/email campaign, and now lets you send text messages from Amazon Connect. The instructions in this post help you enable text messages from your Amazon Connect contact flows […]

Amazon Connect’s native integrations with other AWS services like AWS Lambda allow you to create dynamic, personalized experienced for your callers. In this blog post we will use AWS Lambda and Amazon DynamoDB to: Create an AWS Lambda function from the sample provided. Integrate your Lambda function with your Amazon Connect instance, letting you perform […]

Securing access to your IT resources is paramount. As the number of web-based applications that your employees access increases, so does the difficulty for them to remember their login credentials. Many companies have turned to single sign-on with a variety of identity providers to streamline access to resources and simplify their employees’ routines. With Amazon […]

Co-authored with Dr. Mark A. Tovey, Postdoctoral Fellow, Western University, in Collaboration with the Culture Office City of London The city of London, Canada has partnered with Hear, Here, an audio interpretive sign project founded in La Crosse, Wisconsin. Together, they are setting up the first Canadian Hear, Here project. This blog post describes the […]