The Amazon Connect Streams API provides us with huge potential to improve the Agent and Customer experience
Amazon Connect and the Agent Desktop - Improving Agent and Customer Experience
Understand your caller's experience once they have left your IVR and are either waiting or dealing with an agent
Contact Flow Log Analysis with CloudWatch Insights
Provide agents the ability to leave pre-recorded messages on a customers' voicemail system
Voice Drop for Amazon Connect
Enables callers to keep their place in queue with a q-bot, also known as a virtual queue
The ultimate callback in queue survival guide
Set-up your own Amazon Connect Instance using the provided sample extended CCP
Amazon Connect - Extended CCP Demo
Enable an additional notification ringtone that plays through a different audio source like your computer’s speakers
Contact Center Agent Notification - Secondary Ringtone
Monitor key operational metrics about your contact center
Monitoring Amazon Connect With CloudWatch Dashboards and Alarms
Amazon Connect has excellent reporting features, both for real-time and historical analysis
Setting up Contact Trace Records for Analysis with Amazon Athena
The same features that an Enterprise level business runs with but it uses the highly available AWS Infrastructure that scales on-demand!
Architecture of Amazon Connect from 1 to 10,000 Agents...It Grows With You!
Create custom interfaces for the soft-phone and provides many functions for interacting with the current connection
Doing a Cold Transfer with the Amazon Connect Streams API
Take a look at the kinds of Data generated by Amazon Connect
Amazon Connect Data Sources - Part 1
What's New & Different?
Amazon Connect CTI Adapter for Salesforce
Rather than monitoring customer interactions by listening to audio files, Amazon Transcribe provides us with an opportunity to take the first step into Machine Learning and data analytics
Get Insight from Your Call Recordings with Amazon Transcribe
5 tips to help you out with creating chat bots
5 Non-Programming Items a Developer Needs to Know about Amazon Lex
For direct to agent routing, Amazon Connect uses a concept of Personal Queues
Agent Extension Dialing to Amazon Connect
Quick Starts are designed to be seamless and deployed in a few simple steps
The Amazon Connect Quick Start Offerings
Explore how sometimes more reporting needs to be designed and implemented in order to meet specific requirements
Using Kibana for your Amazon Connect Reporting
The Contact API for Amazon Connect can be used to update and create new contact attributes
A Brief Look at the New Update Contact Attributes API
Your user experience can be improved vastly through the use of a chatbot
Using Amazon Lex and Polly to Create a Chatbot for Your Contact Center
