Tag Archive for: Contact Flow Design

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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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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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"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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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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Deploy an Amazon Connect Contact Center for $195?

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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…
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Amazon Connect - Start/Stop/Pause/Resume voice recording?

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Recording and Analytics While configuring Amazon Connect contact flows you will find a "SET Recording and Analytics?  step that you can make use of to set the voice recording behavior.   When you set the recording behavior you select recording…
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Amazon Connect Transfer to Queue or Transfer to Flow?

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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…
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Amazon Connect "Auto Post Call Customer Survey"?

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Setting up a Contact Flow to automatically transfer the caller to a post call survey is relatively easy in Amazon Connect. We use standar contact flows and several other AWS technology solutions to automate this process!
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Amazon Connect Configuration - Tutorial Video!

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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
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Amazon Connect & Dextr now support Chat

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Dextr Website Chat Integration The ability to integrate your Company Website with your call center is a powerful customer experience management tool.  Being able to integrate your website with a ChatBot is even more powerful, but imagine the…
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Amazon Connect Deep Call Back Option! - a lesson in Contact Attributes

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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". …
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Amazon Connect - Is today a Holiday?

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Is Today A Holiday? Having deployed hundreds of CISCO UCCX and ShoreTel ECC and other Contact Centers, checking to see if today is a holiday seemed to be the "minimum daily adult requirement" for contact center management.  In fact one of the…

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