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 service have continued to expand across various industry segments where "high touch" customer contact is crucial. Initially, we focused […]
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 without a voice mail solution. Actually it was without lots of features that most […]
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 and update the database and an Amazon Connect instance to drive the telephone network requirements. […]
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 […]
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 dialed, to index a configuration database and return all of the options we need to route an care […]
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" […]
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 be minimal, but they work without having to have a engineer […]
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 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 at the CRM market. There are two new features that address the […]
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 up a contact center and then though they get it […]
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 the room. Each team mate had a blank sheet of paper […]
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 to speak with an agent. A caller enters the queue […]