Blogs

Stay up to date with our latest blog posts.

Blogs

  • Amazon Connect Introduces Audio Device Settings for Custom Contact Control Panel

    Amazon Connect now offers more freedom to agents in the selection of their preferred audio device setting in the Contact Control Panel — here’s how to go enable it Key Takeaways: The new audio...

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  • How to Use Amazon Contact Lens to Analyze Conversations

    Get real-time insight into customer sentiment and trends with Contact Lens for Amazon Connect Key Takeaways: Contact Lens for Amazon Connect gives contact center managers a better understanding of...

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  • Amazon Connect: How to Configure Contact Center Agent Settings in a Custom Contact Control Panel

    The Amazon Connect Streams API can now be used to change the visibility option on the settings page of the Contact Control Panel — bringing multiple benefits to contact center managers Key...

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  • Deliver an Automated AI Experience With Amazon Connect and Salesforce Service Cloud

    Automatically route calls based on intents you set to enhance the customer experience Key Takeaways: The Amazon Connect Computer Telephone Integration (CTI) Adapter for Salesforce, combined with Lex...

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  • 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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