Voicemail for Amazon Connect

Voicemail still holds a great deal of relevance within the modern contact centre, and is fundamental to adequate customer communication. VoiceFoundry delivers Voicemail for AWS Connect as a vital element for our customers’ contact centre operations. This solution provides both agents and supervisors the ability to access voicemail messages on the fly, from any device. Whether it’s desk phone, email, mobile device or desktop application, Voicemail’s can be received. Notifications are sent to the AWS Connect custom control panel (CCP) or via email as soon as a customer leaves a message.

Visual Voicemail

Voicemail for AWS Connect gives agents and supervisors the ability to quickly preview a message – a more convenient and discreet method than listening.  When a customer leaves a message, it is automatically transcribed to text and delivered via email or sent to the custom call control panel (CCP) along with the audio file.  Agents and supervisors can then read it instead of listening to it, which in today’s business environment is a necessity.

Receive email with transcribed voicemail message within your email client.
Receive email with transcribed voicemail message within your email client.
Click to open the message and view the transcribed voicemail.
Click to open the message and view the transcribed voicemail.
Click to listen to the audio file, forward the voicemail, delete or make a call back to the customer.
Click to listen to the audio file, forward the voicemail, delete or make a call back to the customer.

Key Features of Contact Centre Voicemail for Amazon Connect:

  • Message recording based on real-time audio streaming
  • Ability to record custom greetings for an Agent or Queue (using recorded audio or Polly TTS)
  • Voicemail notifications sent as email or SMS
  • Emails can be integrated to receive a transcribed, text based snippit of customer voicemails
  • Manage messages simply with a web interface that is able to delete, forward and even initiate a call back from the email message
  • Simple deployment via serverless framework /CloudFormation
  • Combine a rich user interface for message retrieval

So how does it work?

VoiceFoundry Voicemail for AWS Connect, leverages a blend of AWS services including Kinesis Video Streaming (KVS), Transcribe, Lambda and DynamoDB to record, transcribe and deliver the message.  The application records the message, stores the captured message in a designated S3 bucket and converts the record to text, which is then delivered via email, webpage or through a custom call control panel (CCP) within AWS Connect.

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