All things AWS CX

AWS MCP enables AI assistants to build and configure Amazon Connect using natural language, giving LLMs powerful automation capabilities.

Amazon Connect now supports parallel AWS Lambda execution in flows, allowing asynchronous API calls while maintaining customer interaction. This eliminates the previous 8-second Lambda block limit, enabling better experiences for IVR payments, CRM updates, and applications with a 60-second timeout.

Amazon Connect supports data encryption, in this post we explore how to deploy this with a working end to end example.

All AWS Lambda functions referenced in this blog are available on GitHub at https://github.com/DanBloy/blog-ecr with ready-to-deploy code. Follow the repo instructions for quick setup using Amazon ECR, or use the source code directly for your Amazon Connect integrations.

The world's first Amazon Connect training course. 30k students, 4.7 Stars.

Amazon Connect, released in March 2017, is rapidly becoming a powerhouse in the contact center space. Following Amazon's customer-centric approach of releasing minimum viable products and iterating based on feedback, Connect offers transparent pricing with no setup fees or monthly commitments. This article explores five game-changing features that could take Amazon Connect to the next level: per-second billing, Alexa integration for seamless customer interactions, voice authentication to balance security and usability, global resilience across multiple regions, and an expanding app ecosystem. Discover how Amazon Connect is positioned to disrupt the contact center industry through AWS's powerful capabilities and partner network.

Learn how to scale Amazon Connect from simple contact centers to enterprise-level solutions with 10,000+ agents. Discover architectures that grow with your business needs using AWS services.

Using Natural Language Understanding / BOTs within MyFirstAWSContactCentre

In this post we are going to be looking at the Contact Control Panel (CCP aka, the Softphone), Connect Steams API and how we build a fully Serverless Contact Centre solution

In part 3 we look at connecting to and using external data

Part 2 we look at how Amazon Connect handles speech to text