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Amazon Connect: Custom Voicemail Drop Solution for Outbound Calls

bloginfraawsengineer
announcement

This post demonstrates how to build a custom voicemail drop solution for Amazon Connect, addressing challenges of lost agent productivity and inconsistent customer experience during outbound calling. By combining Amazon Connect Customer Views, Contact Attributes, and Disconnect Flows, agents can trigger pre-recorded messages with a single click. The solution helps standardize outbound messaging and improve contact center efficiency.

  • →Amazon Connect Customer Views for tailored agent workspace
  • →Contact Attributes for dynamic interaction personalization
  • →Disconnect Flows for post-agent automated workflows
  • →Problem: Agent time wasted on manual voicemail messages
  • →Solution Overview: One-click voicemail drop
Features (3) ›
  • Amazon Connect Customer Views for tailored agent workspace

    Customer Views allow for the creation of custom agent workspace interfaces with tailored buttons and controls. This feature aims to improve agent workflows by providing intuitive, role-specific user interfaces.

  • Contact Attributes for dynamic interaction personalization

    Contact Attributes function as data containers to store and pass contextual information throughout a contact's lifecycle. They enable personalization by capturing and utilizing data like customer names or account details for automated messages.

  • Disconnect Flows for post-agent automated workflows

    Disconnect Flows are specialized contact flows that execute when an agent disconnects, but the customer remains connected. This enables automated message delivery or other post-agent actions without continued agent involvement.

Notes (3) ›
  • Problem: Agent time wasted on manual voicemail messages

    Agents manually leaving messages on voicemail systems consume valuable time, reducing productive customer conversations and leading to inconsistent customer experiences. While Answering Machine Detection (AMD) exists, it may not be suitable for all organizations.

  • Solution Overview: One-click voicemail drop

    A custom voicemail drop solution is demonstrated, enabling agents to trigger pre-recorded messages with one action. This solution utilizes Amazon Connect Customer Views, Contact Attributes, and Disconnect Flows to automate the process.

  • Implementation Steps: View, Contact Flow, and Disconnect Flow

    The post details creating an Amazon Connect Customer View with trigger buttons, configuring a contact flow to display this view via the Show View block, and implementing the message logic within a Disconnect Flow, activated by a Set Disconnect Flow block.

Read the original announcement →

https://aws.amazon.com/blogs/contact-center/using-amazon-connect-customer-views-to-provide-one-click-customer-voice-messages-when-outbound-calling/

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