'Amazon Connect' Category

  • Amazon Connect CCP (Agent Desktop) Walkthrough

    May 15, 2018

    I was talking to a few people about Connect and we were focusing on the agent desktop. For someone who is coming from Cisco Finesse, CCP is a big departure and I couldn’t find a good resource which showed all the out of the box functionality in a concise way. So, here it is. Everything […]

  • Bringing Amazon Lex into your Amazon Connect flows

    May 8, 2018

    In this blog we’ll continue our discussion around Amazon Lex. Talk about a few things to keep in mind when integrating your Amazon Lex bot with your Amazon Connect flow. In my particular use case I wanted to use Amazon Lex to look at my Gmail calendar and book a meeting if I’m available. If […]

  • Creating a Lambda Function to Validate Lex Input

    April 30, 2018

    In this blog we’re going to step a bit away from Amazon Connect and focus on building a conversational interface using Amazon Lex. As you can probably guess down the line, this interface/bot is going to be connected to Amazon Connect for even more contact center goodness. Here we’re going to focus on creating a […]

  • Right way to block ANIs using Amazon Connect

    April 20, 2018

    In this blog I’ll cover a potential financial issue you might face if you try to ANI block customers and they are calling you through a SIP trunk. As I continue my journey of getting familiar with Amazon Connect I ran into an interesting and a bit worrisome issue. The use case I was working […]

  • Amazon Connect and Sticky Queue

    April 14, 2018

    In this blog I’ll discuss how to achieve a sticky queue using Amazon Connect. When a customer calls back within a short amount of time, it’s fairly safe to assume they are calling back for the same reason as before. This is often referred as sticky agent or sticky queue. Because you’re trying to “stick” […]

  • Amazon Connect Flow Designer Review

    April 12, 2018

    I’m trying to capture my initial notes and reactions to Amazon’s contact center offering. In this blog I’m going to focus solely on their flow designer tool. I’ll provide a brief overview of the tool, some best practices I’ve come up with, as well as some things I wish were different. Remember that I come […]

 
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