Category: Business

VoiceDrop Architecture

Several of our customers ask us ‘how can we provide agents the ability to leave pre-recorded messages on a customers’ voicemail system’. This is also known as Voice Drop. In this article, we cover how this can be solved using Amazon Connect. What is Voice Drop? Many companies require the need to make outbound calls […]

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2020 ushered in significant change in the manner and speed at which contact centers are adapting to new business requirements along with ever changing customer behaviors. Public and private sectors have been impacted in ways not previously seen and social distancing impacts on the contact center are far reaching and long lasting. Thankfully, Amazon Connect […]

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CloudWatch Insights

So, you have your Amazon Connect Contact Center setup and live.  With the Real-Time and Historical Reports available in the Connect Console, you’re able to see all the calls coming and going, which queues are full or empty, and which agents are busy or available.  Here we can understand your caller’s experience once they have […]

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The release of Amazon Connect in 2017 was revolutionary for contact centers. Since then, AWS has made a steady stream of improvements. One such improvement, made without fanfare, was the speed with which you can iterate on Contact Flows. Previously, when publishing a change to a Contact Flow, you would need to wait sixty seconds […]

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