Tag Archive for: Contact Attributes

AWS contact center SMS agent illustration

How can an Agent Originate an SMS message in Amazon Connect ! - Part 2 Routing the Return Message

, ,
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…
AWS messaging agent illustration

How can an Agent Originate an SMS message in Amazon Connect !

, ,
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…
Workforce optimization team photograph

"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…
Customer waiting on a telephone call

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…
Tips and tricks smartphone illustration

Amazon Connect Transfer to Queue or Transfer to Flow?

, ,
When to Transfer to Flow and Why? A typical call flow might have a caller reach an IVR Call Tree that offers options to reach different departments and workgroups in your company.   "Thank you for calling, Press 1 for Sales, Press 2 for Customer…
Video tutorial illustration

Amazon Connect Configuration - Tutorial Video!

, ,
LEarn to configure an Amazon Connect Call Center soup to nuts! Tutorial includes FREE Contact Flow library you can import and use in both real life and with the tutorial. - DrVoIP
Callback illustration

Amazon Connect Deep Call Back Option! - a lesson in Contact Attributes

, ,
The Call Back Dilemma ! It is now common place to hear an option while you are on hold in a call center that suggests "If you would like to arrange a call back when an agent is available, press 1 or continue to hold for the next available agent". …

Showing 9 of 9 posts. End of results.

DrVoIP logo

Building cloud communications and contact center solutions since 2008.

DrVoIP on YouTube
Peter Buswell on LinkedIn

Services

Amazon Connect
AI Solutions
Cloud Services
Case Studies

Company

About Peter
Resources
Blog
Contact

Talk to us

844-4DrVoIP
grace@drvoip.com

© 2026 DrVoIP. All rights reserved.