Category: How-to AWS Tutorial

When using Amazon Connect, at the beginning of an outbound call, the default outbound whisper flow is heard. By customizing the default outbound whisper flow to use the corresponding caller ID, organizations enhance their brand recognition, standardization, and identifiability. For example, the Caller ID may vary by corresponding departments or company phone numbers. Customizing the […]

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You are moving your existing contact center to Amazon Connect. You have read that it is best to forward your current numbers to a new number claimed in Connect for your initial go-live before porting the numbers. That way, if there is a problem with your migration, you can roll back cleanly by pointing the […]

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Cloud computing companies, such as AWS, are continuously adding innovative machine learning (ML) products to their platforms. These tools can make it easy to utilize state-of-the-art machine learning models without having to develop them yourself. By utilizing Contact Lens for Amazon Connect, you gain access to Amazon Transcribe and Amazon Comprehend under the covers. Contact […]

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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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