Blogs

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Blogs

  • Extend the Amazon Connect Contact Control Panel With CTI Actions

    The Amazon Connect Computer Telephony Integration (CTI) Adapter for Salesforce lets users leverage CTI Actions to extend their Contact Control Panel (CCP).  Key takeaways: The Amazon Connect CTI...

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  • How to Manage Amazon Linux WorkSpaces at Scale

    Discover how integrating Amazon WorkSpaces with AWS OpsWorks for Chef Automate can simplify the management of Amazon Linux WorkSpaces at scale Key Takeaways: Amazon Web Services, like Amazon...

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  • New! Disable Rollback for AWS CloudFormation

    AWS’ native Infrastructure as Code (IaC) service, CloudFormation has a new feature named “Disable Rollback”. Disable Rollback works exactly as it sounds and as easily as it sounds. If, during...

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  • Use Amazon Connect Real-Time and Historical Metrics to Optimize Service Quality Levels

    Customize reports to get the data you need to ensure contact center efficiency Key Takeaways: Contact Trace Records supply historical and real-time data Real-time reports include information on which...

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  • Enhance the Customer Experience With Interactive Messaging for Amazon Connect Chat

    Provide a Personalized Encounter Without Human Intervention, powered by Amazon Lex AWS Chatbot AI Key Takeaways: Traditional chatbots provide a frustrating customer experience with open-ended...

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  • Tagged for Success

    Let’s talk about Tagging. Sure, it’s not the most exciting topic, so why read about it? Well, because like many things, it’s not a problem until it is! My goal in this post is to...

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  • Introducing Identity Resolution for Amazon Connect Customer Profiles

    Automatically detect and remove duplicate customer profiles using Amazon’s Identity Resolution API Key Takeaways: Amazon Connect has a new capability in preview that can merge duplicate Customer...

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  • Investigate Sentiment Scores with Contact Lens for Amazon Connect

    Understanding call center sentiment scores and how to use them in your business Key Takeaways Sentiment scores provide deep insight into the customer experience during call center interactions...

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  • Use Amazon WorkSpaces Application Manager to Centralize App Control

    Amazon WorkSpaces Application Manager (WAM) makes it easier to deploy and manage Windows desktop apps by providing users with virtualized instances that run right inside Amazon WorkSpaces. Key...

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  • How Contact Centers Can Verify a Caller’s Identity With Machine Learning and Amazon Connect Voice ID

    Provide a seamless customer service experience, gain efficiency, and reduce losses from fraud with Amazon Connect Voice ID Key Takeaways: Call centers are the latest targets for fraud, increasing...

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  • Building a Better Learner (You!)

    When it comes to completing difficult exams such as AWS Professional and Specialty certifications, it’s important to master two components: The necessary technical skills being tested The...

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  • Contact Lens for Amazon Connect Provides Real-Time Insights From Machine Learning

    Insights gained through ML allow supervisors and agents to improve customer interactions immediately Key Takeaways: Support center managers need actionable insights that can’t be attained by...

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