Blogs

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Blogs

  • Use a Smart Card to Access Amazon WorkSpaces With WSP

    Reduce the human risk in your WorkSpaces security policy by enabling smartcard login for Windows and Linux with WorkSpaces Streaming Protocol Key Takeaways: Amazon Workspaces users with Windows or...

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  • Alert Supervisors in Real-Time With Amazon Connect Contact Lens

    Set up rules in Amazon Contact Lens that listen for commonly used words and phrases, notify a supervisor when they come up, and help solve the issues fast. Key Takeaways: By setting rules in Contact...

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  • How Amazon WorkSpaces Clients Can Set up Notifications to Detect Anomalies at Scale Across a Remote Workforce

    Amazon WorkSpaces allows customers to configure alerts in case any connectivity issues arise, which helps quickly recognize and remedy the problem. Key Takeaways: Amazon WorkSpaces is a desktop...

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  • Amazon Connect Metric Capabilities for Measuring Queue Service Levels – What You Need to Know

    Amazon Connect analytics users can define queue service levels to measure customer contacts answered by an agent between 1 second and 7 days for both real-time and historical metrics Key Takeaways:...

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  • 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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