Amazon Connect | Communications and Telephony Flashcards
How do I sign up for the Amazon Connect SAML 2.0 preview?
Communications and Telephony
Amazon Connect | Customer Engagement
To request participation in the Amazon Connect SAML 2.0 preview, please apply here.
How do end-customers interact with Amazon Connect?
Communications and Telephony
Amazon Connect | Customer Engagement
Amazon Connect supports voice interactions for incoming and outgoing PSTN telephony (provided by AMCS LLC). It supports DTMF input, text-to-speech output using Amazon Polly, which can optionally be combined with Amazon Lex for natural language interactions.
How do agents interact with Amazon Connect?
Communications and Telephony
Amazon Connect | Customer Engagement
Agents use the Contact Control Panel (CCP) to control their interactions, such as answering calls, dialing out, or setting their status. 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.
Does the softphone offer reliable, high quality voice communications?
Communications and Telephony
Amazon Connect | Customer Engagement
Yes, the Amazon Connect softphone leverages WebRTC and the Opus audio codec to enable high quality audio which is highly resilient to packet loss and jitter.
Do I need to bring my own telephony provider to use Amazon Connect?
Communications and Telephony
Amazon Connect | Customer Engagement
No, Amazon Connect includes all the telecommunication infrastructure you need (provided by AMCS LLC). Just create an Amazon Connect instance and you can start taking and making calls. External telephony providers are not supported.
Do I need to reserve or purchase telephony capacity with Amazon Connect?
Communications and Telephony
Amazon Connect | Customer Engagement
No, Amazon Connect is designed to scale to your telephony needs.
Does Amazon Connect support porting for US phone numbers?
Communications and Telephony
Amazon Connect | Customer Engagement
Yes, we support porting for US telephone numbers. Please open an AWS support ticket to request number porting. For more information on our porting process, please see Porting a phone number.
