Category: Business

In this Blog post, we’re going to take a look at the kinds of Data generated by Amazon Connect.  This will be the first of a 3 part series that takes a deep dive into this important element – Data. In Part 1 we’ll look at the 7 different types of Data generated by Amazon […]

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Amazon has made creating a chatbot easy with Amazon Lex.  It is intuitive and quick to get going and there are some excellent blogs and white papers out there to teach you how to get started. However, these resources will only be appropriate to convey very simple ideas and have basic conversation with your customers. […]

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Dial By Extension Contact Flow

When migrating from one system to another there are many business processes that can be affected, some of which cannot be easily changed. We have several customers who had this very scenario with regards to the agent extension. The routing of customers to agents within Amazon Connect is based around the concept of Queues. For […]

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ServiceNow

Its been just over a year since Amazon launched the Quick Start offerings for Amazon Connect.  Quick Starts are designed to be seamless and deployed in a few simple steps.  Originally presented with just 5 integrations, today you have 16 to choose from.  Just take a look at what’s offered: Traditionally, integrations of this nature […]

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A genuine Contact Center as-a-Service has finally arrived in the form of Amazon Connect.  In the past, a typical contact center sale could be categorized as anything but as a “service”.  If you needed to reduce the number of agents because of the loss of a contract or add agents during a seasonal peak time, […]

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chatbots

It’s no secret that universities have a constant battle keeping their curriculums up-to-date with the fast-paced development of artificial intelligence (AI) and automation. Royal Melbourne Institute of Technology (RMIT) is disrupting this institutional norm by preparing their students for working life through company mentorship programs. Companies such as VoiceFoundry, who develop innovative Contact Center technologies for enterprise, are working with students […]

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