Amazon Lex interprets the spoken utterance or dual-tone multi-frequency signaling (DTMF) digits entered on a keypad, and uses them to understand the caller’s intent, or for collecting slot information like a zip code or account number. Callers can provide input to the chatbot by either speaking an utterance or pressing digits on their keypads. You can use an Amazon Lex chatbot in your Amazon Connect contact flow to interact with callers. Q: How do I use Amazon Lex chatbots with Amazon Connect? You can access all the languages and voices offered by Amazon Polly. Amazon Connect has built in text-to-speech leveraging Amazon Polly. Q: Does Amazon Connect offer text-to-speech in Contact flows? You can configure the settings for each block after adding it to the designer. Q: How do I edit Amazon Connect Contact flows?Īmazon Connect provides a Contact flow editor that lets you drag-and-drop blocks onto the designer canvas, and then use connectors to connect the blocks in the flow. Contact flows are comprised of blocks, with each block defining a step or interaction in your contact center. For example, there are blocks to play a prompt, get input from a customer, branch based on customer input, or invoke an AWS Lambda function or and Amazon Lex bot. These are similar in concept to Interactive Voice Response (IVR). For example, if your local support team uses an on-premises system but your international agents need to work remotely, you can migrate any international team to Amazon Connect.Ĭontact flows define the experience your customers have when they interact with your contact center. Yes, with Amazon Connect you can onboard specific business lines or agents to handle calls as needed. Q: Does Amazon Connect support hybrid contact centers? Additionally, during periods of downtime, contact center managers can also assign agents Tasks that are not directly related to solving a customer issue, such as completing training in a learning portal. Examples of tasks include replying to tweets or Facebook posts in a social media management application, answering emails, following up on a customer case in Salesforce, and completing work like processing an insurance claim in a business specific application. In addition to managing calls and chats in Amazon Connect, contact center managers have the flexibility to prioritize, assign, and track virtually any contact center task that agents complete in external applications. What types of work can contact center managers and agents prioritize, assign, and track using task management? If multiple agents are connected, each will have an associated call recording. Interactions are not recorded unless an agent is connected. Amazon Connect enables you to store call recordings of customer interactions in Amazon S3. Q: Does Amazon Connect support call recordings? With Amazon Connect, calls are made over the Internet from a computing device like a PC, using the Amazon Connect softphone. The Amazon Connect softphone delivers high-quality 16kHz audio and, is resistant to packet loss to ensure a high-quality call experience. Q: Does Amazon Connect support high quality audio? Telephony services are included with Amazon Connect, which is designed to scale to meet your telephony needs. Q: Do I need to bring my own telephony provider to use Amazon Connect? Click here for more information on our Remote Agent Solution. Remote agents can be trained in less than 20 minutes, all they need is an internet connection and a headset to provide the best possible customer service. Amazon Connect is so simple to set-up and use, with only a few clicks you can set up a virtual contact center in minutes. Q: Does Connect support remote contact centers? For agent voice communications, Amazon Connect includes a web-based softphone for incoming and outgoing telephony, or agents can use a traditional telephone service using the PSTN. Q: How do agents interact with Amazon Connect?Īgents use the Contact Control Panel (CCP) to interact with customers, such as answering calls, placing calls, or setting their status. For example, you can use voice or DTMF input, and text-to speech output using Amazon Polly, which can optionally be combined with Amazon Lex for natural language interactions. You can define other interactions with your customers in contact flows.
Q: How do end-customers interact with Amazon Connect?Ĭustomers can call into your Amazon Connect contact center using any phone and speak to an agent.
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