Recently in Amazon Connect Call Center Category

Press 1 for English!

Two characteristics of telecom technology in the 21st century continue to not make sense to us.  Why are we still using fax?  How come we still “Press 1 for this and Press 2 for that”?   I mean really, it is the 21st century after all. 

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Amazon Connect the Call Center!

Amazon Connect allows you to tap the very rich library of AWS Services including AI, Natural Language Processing, text to speech, transcriptions and translations!   Your Amazon Connect instance is scalable, resilient and fully redundant in the most widely respect cloud on the planet.  If you can “dream”  it, you can create a call center that meets your exact requirements.   Amazon Connect enables even a non-technical professional the simplicity of configuring an inbound call flow, attaching a phone number, defining agents and operating hours and in less than an hour, you are taking phone calls.

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Our youtube channel has a a complete set of tutorials that explain how to configure a Call Center built on Amazon Connect. One of the benefits of Amazon Connect is the wide range of services available within the AWS cloud to enhance call center functionality. LEX Speech Recognition, natural language processing, BOTS, artificial intelligence, transcriptions and language translations are just a few of the services that a developer can enable in a call center instance.
We previously published a tutorial on LEX so this particular tutorial does not cover the basics. Continue Reading...
Need to be able to route SMS and MMS to your AWS Connect Call Center? The Dextr Dashboard now enables incoming TEXT messages to be sent to the next available AWS Connect agent. Messages can be TEXT (SMS) or PICTURES (MMS)! The classic use case is sales returns, insurance and technical support applications in which sending a picture is worth more than 1000 words! Continue Reading...

Providing options for callers to you contact center after normal business hours is always a good practice. Our standard “after hours call handler” makes use of several options:

  • Send Caller to Voice Mail or Message Center
  • Send a Text Alert to an on call team member
Download After Hours Call Handler with SMS notification Option
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The text notification step requires some additional AWS services including PinPoint, SNS and Lambda functions. For this option to work, you will need to setup an SNS topic and make use of PinPoint to get a phone number to associate with the call block.

In the above call flow block, we invoke the lambda function when the caller selects that they want a call back from the on call team member.

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Making the caller “comfortable” while waiting in queue for the next available agent is the primary role of a “customer queue flow”. Our standard practice is to provide a range of options that can be turned on or off as desirable for a specific CSQ. The main greeting contact flow discussed in Part 1 will attempt to hand the caller off to an available agent, but if none are available, the caller is moved to the customer queue flow.

The “customer queue flow” we typically provide does some initial setup and status checking:

  • Set Loop Prompts (Music and messages and time)
  • Check Queue Status
  • Check Call Back hours of Operation
  • Play EWT prompt
  • The Offer the Caller options (Wait, Voice mail and Call Back)

In our standard queue hold we check the queue status for “time in queue” of 3 minutes.

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Every Call Center is in fact unique, but the all share a common theme that can be encoded for recreating deployments quickly. Generally we divide Contact flows up into manageable contact flows that compartmentalize call handling. For example we generally create a MainGreeting, QueueHandling and After hours Call Handling call flow and these three basic contact flow blocks provide some very powerful options!

Generally, we attach the incoming phone number to the MainGreeting Contact flow.

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One of the most challenging implementation tasks for an implementation engineer or application developer is getting the client stake holders to agree on customer audio prompts! Having implemented hundreds of call center solutions, having to wait for the client to get their IVR scripts together is the “black hole” of project management. So many other parts of the enterprise have their finger prints on the content of a customer voice prompt. From the call center managers to the legal department, everyone wants to comment on this implementation detail.

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This page is a archive of recent entries in the Amazon Connect Call Center category.

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