Articles about Amazon Connect.

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Amazon Connect 2025 Update Tutorial

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Amazon Connect 2025 Update! During the past year and as we enter 2025, Amazon Connect has made some significant changes.  AWS has added new channels including SMS, Video and Email, many new features including AI assistance and a refreshing…
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Amazon Connect "Tool Kit"

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Building Tools for Amazon Connect Administration Over the years I have come to learn that if the folks who develop products, especially technology solutions, actually installed the products they develop we would have better installation and…
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How can an Agent Originate an SMS message in Amazon Connect ! - Part 2 Routing the Return Message

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SMS Return Message Routing In part 1 of this blog we looked at three options that enable an Agent to make originate an SMS message: Option 1 - User a TASK Template Option 2 - Create an HTML Form (DrVoIP favors this approach) Option…
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How can an Agent Originate an SMS message in Amazon Connect !

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Pinpoint SMS For some time now, you have been able to channel SMS messages through the Amazon Connect CHAT API, using Pinpoint services.  Typically, you would create a new project, enable SMS and then use SNS to trigger a lambda function to…
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Amazon Connect Video Update:

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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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Configuring Amazon Connect Voice Mail

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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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Amazon Connect Emergency Notification System

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

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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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Agent Step-by-Step Guide

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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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Can you Delete an Amazon Connect Contact Flow?

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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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WTF is a DNIS Map?

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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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Amazon Connect adds a CRM package?

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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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