All Content tagged with Amazon Connect Omnichannel Customer Experience
Create, deliver, and tailor seamless experiences that delight customers, whether it’s over the phone, in-app and web calling, video, chat, Short Message Service (SMS), or third-party messaging.
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Chat summaries are currently only viewable in Contact Search and cannot be shown to the agent on workspace or CCP upon ending the contact. This needs to be visible to agents in the workspace during/a...
Saikrishna ReddyEXPERT
published 13 days ago0 votes74 views
This article addresses a common misconception observed during customer audio quality troubleshooting: the CCP log warning "The user has requested to not receive notifications" being flagged as a poten...
Gunasekaran, MakendranEXPERT
published 5 months ago0 votes97 views
Technical guide for implementing Amazon Connect chat widgets with the alwaysHideToolbar configuration. Explains how to prevent false URL detection (text like "ID.me" becoming hyperlinks) while hiding ...
Gunasekaran, MakendranEXPERT
published 5 months ago0 votes127 views
Technical guide for Amazon Connect administrators who need to audit and count users with Auto-Accept Call feature enabled. This article addresses the limitation in the Amazon Connect User Management c...
Gunasekaran, MakendranEXPERT
published 6 months ago0 votes659 views
This guide explains how to programmatically create Amazon Connect Outbound Campaigns using AWS APIs. Since Campaign Flows (Type: CAMPAIGN) cannot be created through the UI, this article provides a com...
Gunasekaran, MakendranEXPERT
published 7 months ago0 votes503 views
This comprehensive troubleshooting guide addresses the most common issues encountered when implementing routing criteria in Amazon Connect contact flows. It provides step-by-step solutions for generic...
Gunasekaran, MakendranEXPERT
published 8 months ago0 votes622 views
Step-by-step guide for AWS administrators to programmatically upload CSV data and create customer segments in Amazon Connect Customer Profiles. Covers the complete 5-step API workflow with CLI command...
1. Does Amazon Connect allow phone number masking for making outbound calls through campaigns?
For example, some PBX systems allow masking so the call recipient cannot block the real number, which is ...
I understand that Amazon Connect internally uses the OPUS codec. However, public telephony in different countries may use different codecs depending on the country (e.g., G.722, G.729, etc.).
**My qu...
Hi All,
Can I record a customer’s voice and enroll their Voice ID directly in an Amazon Connect contact flow without involving an agent?
Thanks!
Does Amazon Connect Voice ID support the Polish language for biometric authentication and fraud detection? If not, is there a roadmap for adding support for Polish?
I'm running into an issue where we have bi-lingual agents, Spanish speaking agents, and English speaking agents. When the call comes in the caller picks English or Spanish and the flow branches off fr...