VoiceBootcamp - Amazon AWS Connect - How to Build Cloud Call Center

Amazon Connect enables you to create an omnichannel contact center: a contact center that provides a unified experience across multiple communication channels, such as voice and chat.

In Amazon Connect you build once and enable the experience for both voice and chat channels:

You use the same routing profiles, queues, contact flows, metrics, and reports for both channels.

Managers monitor both channels from one dashboard.

Agents handle all customers from just one interface. If a customer interaction starts with chat and moves to voice, the agent handling the voice call has the complete chat transcript so context is preserved

[rafaymazhar]

salam faisal khan.
I started following your videos .
They are really helpful

[rajeevmaurya]

This was very helpful video I found on youtube Thank you for uploading, keep doing good work

[richardbooth]

Thanks Faisal, well presented and very useful. Do you have any videos/docs on how to embed the AWS Chat function into an existing non-AWS website?

[mohammadriyazu]

Great session, simplified and effective..

[yousefrastegari]

Useful with warm presentation. I enjoyed. Thank you Buddy!

[Ali-lsoy]

This is awesome, thanks Faisal for sharing your knowledge!
I followed the tutorial step by step, but using V2 and I get an error when I try to get the customer input using the bot, I may have done something wrong, would you happen to have a session for version 2?
Thanks Kindly!

[Hey_ImNishat]

Hi @VoiceBootcamp

I made a small CC flow and everything is working as expected. However, I am unable to receive a callback. Can you please suggest a possible issue in this flow, why i am not receiving a callback from the agent side to my number as a customer?

[musicmanjunath]

Thank you Faisal.. very helpful content...

[umabalasubramanian]

Great tutorial ! Please let me know how to integrate with cloudwatch

[ejatinsharma]

can you route inbound call to different no. ?? in this?

[Andre-tcwj]

Great Info. I will reach out for my details

[earayaCR]

I'm troubleshooting a random audio issue with agents using Amazon Connect, they use Chrome, and sometimes call gets muted or client cant hear the agent.. Sometimes call goes fine but suddenly they can't hear. Sometimes agent put client on hold and when he resume, client can't hear the agent..
We discarded network issues end to end.. We tried even with Linux machine.. Seems to be something with AWS but we don't know 😔..