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Tag Archive for: SMS

Amazon Connect agent and customer illustration

Voice Mail Express for Amazon Connect!

Amazon Connect, Technical Managers, Voice & Routing

Voice Mail solution for Amazon Connect for the last few years AWS has made a voice messaging solution available for Amazon Connect deployments available for download from Github. This was a feature rich solution offering a needed feature. …

Amazon Connect "Tool Kit"

Amazon Connect, Deployment & Automation, Technical Managers

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…

AWS contact center SMS agent illustration

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

Amazon Connect, Messaging & Integrations, Technical Managers

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…

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

Amazon Connect, Messaging & Integrations, Technical Managers

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…

Membership notification system using AWS Pinpoint SMS!

Cloud Services, Communications & Collaboration, Technical Managers

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…

Amazon Connect Lets folks text a request for call back!

Amazon Connect, Business Managers, Messaging & Integrations

Is Call Back from Queue really that smart an option? Would of the current strategies for managing a customer interaction while waiting in queue is to offer a call back when an agent becomes available. This option is offered to the caller…

Amazon Connect - A Voice Mail Solution!

Amazon Connect, Business Managers, Technical Managers, Voice & Routing

What no Voice Mail? One of the surprises you get when working with Amazon Connect is the fact that, out of the box, there is no voice messaging capability. However, given the rich library of services available in the AWS ecosystem, you can…

Contact center messaging channels illustration

Why would you text a picture to your Amazon Connect call center?

Amazon Connect, Business Managers, Messaging & Integrations, Technical Managers

Sending Text messages with pictures to your call center can be a major time saver ...

IT First Responder SMS Hotline!

Business Managers, Cloud Services, Communications & Collaboration, Technical Managers

If you work in an enterprise IT environment as a team member you know the drill for a system down emergency. Someone alerts someone that the users are unable to access the Corporate Intranet! Panic! A ticket is initiated at the corporate help…

Amazon Connect Configuration Best Practices – Part 3 After Hours Call Flow with SMS!

Amazon Connect, Technical Managers, Voice & Routing

You can use a TEXT message to alert an on call team member that an after hours caller needs emergency assistance!

Contact center customer channels illustration

Front End your Call Center with Twilio Appointment Reminder!

Business Managers, Cloud Services, Communications & Collaboration, Technical Managers

Send a Text or add more Telephone lines? We have long been a proponent of using more text solutions in the call center. From our perspective it makes more sense to let clients text you customer service team than it does to add more telephone…

Mobile messaging notification illustration

Why your call center needs "TEXT" solutions!

Business Managers, Legacy Services, Telephony Archives

21st Century Call Centers still operate with 1980 business models! I have been working with inbound call center for some 40+ years and despite all the"omni" channel technology the inbound call center model has not changed very much. Those…

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