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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We are building a voice routing pattern in Amazon Connect and need guidance on a reliable way to detect an agent connection failure and reroute the caller.
**Business flow**
1. Customer is in a queu...
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 3 months ago0 votes148 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 7 months ago0 votes179 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 8 months ago0 votes191 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 9 months ago0 votes935 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 10 months ago0 votes626 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 a year ago1 votes914 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?