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	<title>Contact Center &#8211; Noise</title>
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	<link>https://noise.getoto.net</link>
	<description>The collective thoughts of the interwebz</description>
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		<title>Visually build telephony applications with AWS Step Functions</title>
		<link>https://noise.getoto.net/2025/03/18/visually-build-telephony-applications-with-aws-step-functions/</link>
		
		<dc:creator><![CDATA[Reynaldo Hidalgo]]></dc:creator>
		<pubDate>Mon, 17 Mar 2025 22:14:49 +0000</pubDate>
				<category><![CDATA[Amazon Chime SDK]]></category>
		<category><![CDATA[Application Services*]]></category>
		<category><![CDATA[Architecture]]></category>
		<category><![CDATA[AWS]]></category>
		<category><![CDATA[AWS Step Functions]]></category>
		<category><![CDATA[Best practices]]></category>
		<category><![CDATA[Business Productivity]]></category>
		<category><![CDATA[Contact Center]]></category>
		<category><![CDATA[customer engagement]]></category>
		<category><![CDATA[Messaging and Targeting]]></category>
		<category><![CDATA[Technical How-to]]></category>
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					<description><![CDATA[Developers face numerous challenges when building telephony applications: managing unpredictable user responses, handling disconnections, processing incorrect inputs, and addressing errors. These challenges extend development cycles and create unstable applications that fail to meet user expectations. This blog demonstrates how Amazon Web Services (AWS) Step Functions, combined with Amazon Chime SDK Public Switched Telephone Network (PSTN) […]]]></description>
		
		
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		<title>Channel deflection from voice to chat using Amazon Connect</title>
		<link>https://noise.getoto.net/2024/11/06/channel-deflection-from-voice-to-chat-using-amazon-connect/</link>
		
		<dc:creator><![CDATA[Siva Thangavel]]></dc:creator>
		<pubDate>Wed, 06 Nov 2024 15:39:02 +0000</pubDate>
				<category><![CDATA[Amazon Connect]]></category>
		<category><![CDATA[Architecture]]></category>
		<category><![CDATA[Contact Center]]></category>
		<category><![CDATA[Customer Solutions]]></category>
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					<description><![CDATA[This post was co-written with Sagar Bedmutha, senior solutions architect at Tata Consultancy Services, and Rajiya Patan, AWS developer at Tata Consultancy Services Service excellence helps cultivate customer satisfaction and brand loyalty. According to Gartner, one service excellence challenge is long wait times on interactive voice response (IVR) systems. Long wait times can translate into […]]]></description>
		
		
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			</item>
		<item>
		<title>Announcing General Availability of Step-by-Step Guides for Amazon Connect Agent Workspace</title>
		<link>https://noise.getoto.net/2023/03/27/announcing-general-availability-of-step-by-step-guides-for-amazon-connect-agent-workspace/</link>
		
		<dc:creator><![CDATA[Veliswa Boya]]></dc:creator>
		<pubDate>Mon, 27 Mar 2023 20:02:29 +0000</pubDate>
				<category><![CDATA[Amazon Connect]]></category>
		<category><![CDATA[Contact Center]]></category>
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					<description><![CDATA[At AWS re:Invent 2022 we announced the availability of step-by-step guides for Amazon Connect agent workspace in preview. My colleagues who collaborated to write the announcement post wrote about some of the challenges that contact centers face with training new agents to get up to speed with their agent desktop. They also mentioned that until […]]]></description>
		
		
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			</item>
		<item>
		<title>Announcing General Availability of Amazon Connect Cases</title>
		<link>https://noise.getoto.net/2022/10/03/announcing-general-availability-of-amazon-connect-cases/</link>
		
		<dc:creator><![CDATA[Veliswa Boya]]></dc:creator>
		<pubDate>Mon, 03 Oct 2022 20:41:27 +0000</pubDate>
				<category><![CDATA[Amazon Connect]]></category>
		<category><![CDATA[announcements]]></category>
		<category><![CDATA[Contact Center]]></category>
		<category><![CDATA[Enterprise Strategy*]]></category>
		<category><![CDATA[news]]></category>
		<category><![CDATA[Uncategorized]]></category>
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					<description><![CDATA[In June 2022 AWS announced a preview of Amazon Connect Cases, a feature of Amazon Connect that simplifies these customer interactions and reduces the average handle times of issues. Today I am excited to announce the general availability of Amazon Connect Cases. Cases, a feature of Amazon Connect, makes it easy for your contact center […]]]></description>
		
		
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		<item>
		<title>Enhance Your Contact Center Solution with Automated Voice Authentication and Visual IVR</title>
		<link>https://noise.getoto.net/2022/02/03/enhance-your-contact-center-solution-with-automated-voice-authentication-and-visual-ivr/</link>
		
		<dc:creator><![CDATA[Soonam Jose]]></dc:creator>
		<pubDate>Thu, 03 Feb 2022 16:14:21 +0000</pubDate>
				<category><![CDATA[Amazon Connect]]></category>
		<category><![CDATA[Amazon DynamoDB]]></category>
		<category><![CDATA[Amazon Lex]]></category>
		<category><![CDATA[Amazon Pinpoint]]></category>
		<category><![CDATA[Architecture]]></category>
		<category><![CDATA[AWS Amplify]]></category>
		<category><![CDATA[Contact Center]]></category>
		<category><![CDATA[Customer Solutions]]></category>
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					<description><![CDATA[Recently, the Accenture AWS Business Group (AABG) assisted a customer in developing a secure and personalized Interactive Voice Response (IVR) contact center experience that receives and processes payments and responds to customer inquiries. Our solution uses Amazon Connect at its core to help customers efficiently engage with customer service agents. To ensure transactions are completed […]]]></description>
		
		
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		<title>New for Amazon Connect: Voice ID, Wisdom, and Outbound Communications</title>
		<link>https://noise.getoto.net/2021/09/27/new-for-amazon-connect-voice-id-wisdom-and-outbound-communications/</link>
		
		<dc:creator><![CDATA[Sébastien Stormacq]]></dc:creator>
		<pubDate>Mon, 27 Sep 2021 12:17:19 +0000</pubDate>
				<category><![CDATA[Amazon Connect]]></category>
		<category><![CDATA[announcements]]></category>
		<category><![CDATA[Contact Center]]></category>
		<category><![CDATA[Contact Lens for Amazon Connect]]></category>
		<category><![CDATA[news]]></category>
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					<description><![CDATA[During the AWS re:Invent conference last year, I wrote about new capabilities added to Amazon Connect. Today, I am happy to announce the general availability of two of these capabilities, Voice ID and Wisdom, and the launch of a new one. High-volume outbound communications allows, as the name implies, the initiation and management of outbound […]]]></description>
		
		
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			</item>
		<item>
		<title>Amazon Connect – Now Smarter and More Integrated With Third-Party Tools</title>
		<link>https://noise.getoto.net/2020/12/01/amazon-connect-now-smarter-and-more-integrated-with-third-party-tools/</link>
		
		<dc:creator><![CDATA[Sébastien Stormacq]]></dc:creator>
		<pubDate>Tue, 01 Dec 2020 18:19:08 +0000</pubDate>
				<category><![CDATA[Amazon Connect]]></category>
		<category><![CDATA[announcements]]></category>
		<category><![CDATA[AWS re:Invent]]></category>
		<category><![CDATA[Contact Center]]></category>
		<category><![CDATA[Contact Lens for Amazon Connect]]></category>
		<category><![CDATA[launch]]></category>
		<category><![CDATA[news]]></category>
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					<description><![CDATA[We launched Amazon Connect in 2017 and, since then, thousands of customers have created their own contact centers in the cloud. Amazon Connect makes it easy for non-technical customers to design interaction flows, manage agents, and track performance metrics. For example, when I book a Best Western hotel room in Europe by phone, the call [&#8230;]]]></description>
		
		
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			</item>
		<item>
		<title>Send voice appointment reminders using Amazon Pinpoint custom channels and Amazon Connect</title>
		<link>https://noise.getoto.net/2020/11/28/send-voice-appointment-reminders-using-amazon-pinpoint-custom-channels-and-amazon-connect/</link>
		
		<dc:creator><![CDATA[Ryan Lowe]]></dc:creator>
		<pubDate>Sat, 28 Nov 2020 00:13:43 +0000</pubDate>
				<category><![CDATA[Amazon Connect]]></category>
		<category><![CDATA[Amazon Pinpoint]]></category>
		<category><![CDATA[AWS]]></category>
		<category><![CDATA[Contact Center]]></category>
		<category><![CDATA[messaging]]></category>
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					<description><![CDATA[Introduction In this post, we will walk through setting up an always-on appointment reminder campaign in Amazon Pinpoint. No-show rates are a constant challenge for service providers. Industries such as hospitality estimate 20% of diners miss reservations in big cities,1 while salons average five missed appointments per week.2 Professional services such as financial institutions and [&#8230;]]]></description>
		
		
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