Category: Blog

Amazon has made creating a chatbot easy. Amazon Lex is intuitive and quick to get going and there are some excellent blogs and whitepapers out there to teach you how to get started. These will only be appropriate for very simple ideas and basic conversations with your customers.   […]

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In this post, we take a look at how you can expand on the built-in reporting within Amazon Connect and use the wider AWS Ecosystem to bring real-time connect data into your existing Kibana dashboards. Amazon Connect provides out-of-the-box metrics and reporting that can generate real-time and historical metric reports to monitor efficiency and utilisation, agent performance, […]

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  I’ve spent much of the last twenty years working with traditional contact centre technologies, and seen the industry move from  basic call centres to omni-channel customer experience platforms. So when we launched VoiceFoundry, I thought I had a good handle on the features and benefits of Amazon Connect and Amazon’s Customer Experience (CX) ecosystem. I’m continually […]

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Update Contact Attributes API Released in September 2018, the Contact API for Amazon Connect can be used to update and create new contact attributes. In case you’re not familiar with the term, contact attributes are Key Value Pairs that can be used to store data up to 32767 characters in length and include information such […]

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customer service

Coming back from a business trip this week, I realized it had been more than a year since our partnership with Amazon and the Connect team started.  It’s incredible how much has transpired in a year and absolutely stunning the amount of welcome and reception that the platform has received from the marketplace.  At launch, […]

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User experience is something that you don’t normally hear about until something goes wrong.  But what is it really and why does it matter? For starters, user experience, UX for short, is how a person feels when interacting with a digital product. UX has many factors, including usability, accessibility, performance, design/look, utility, ergonomics, overall human […]

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