Category: Technical

Amazon Connect latency

In an earlier Blog post we discussed the Architecture of Amazon Connect in some detail.  We concluded that a contact center does not have to be big and complex or take years and lots of dollars to create.  But what we didn’t talk about is where you should build your Amazon Connect Instance. Just in […]

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Notification

What happens when a Contact Center agent has their headset plugged in but steps away from their computer and then receives a call?  Or if the agent misses the browser notification that pops up at the bottom of their screen?  Wouldn’t it be nice to enable an additional notification ringtone that plays through a different […]

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The Amazon Connect Streams API allows you to create custom interfaces for the soft-phone and provides many functions for interacting with the current connection. It is a powerful set of tools but some of the more sophisticated functions may not be so obvious. This blog post describes how to implement a cold transfer using the […]

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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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