Category: Technical

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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The last few months in the Amazon Connect world have really been a whirlwind. We had Salesforce’s annual conference Dreamforce in November, quickly followed by AWS’s own annual conference re:Invent in December. And Amazon Connect appeared in both keynotes by each respective company’s CEO. This is truly an incredible journey for a Contact Center platform […]

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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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