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.
Voicemail for Amazon Connect
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.
Key Features of Contact Centre Voicemail for Amazon Connect:
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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