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Amazon Connect

The Complete Amazon Connect Feature Guide — Best Practices & Anti-Patterns

Every feature explained — Contact Lens, Customer Profiles, Cases, Voice ID, Forecasting, Tasks, Outbound Campaigns, and more. With top 3 best practices and 3 anti-patterns for each.

15 min read Read article → AI & Innovation

AI Solving Real Problems in the Contact Centre — A Roadmap for What's Next

Beyond the hype. Proactive service, agentic AI, deepfake defence, the death of AHT, and why the future contact centre is an intelligence engine.

10 min read Read article → Amazon Lex

Confidence Score Management & Confirmation Strategies

How to configure confidence thresholds in Amazon Lex — NEVER, NORMAL, and ALWAYS strategies, and why dynamic per-intent tuning is essential.

5 min read Read article → Amazon Lex

Go-Live Is the Beginning, Not the Finish Line

The biggest recurring issue with Lex deployments isn't the build — it's what happens after Day 1 in production. Why continuous improvement processes are non-negotiable.

8 min read Read article → Amazon Connect

Amazon Connect Best Practice – Part 1

10 top tips for Amazon Connect. Covering professional prompts, VUI design, tuning, silence elimination, menu optimisation, deflection messaging, voice biometrics, and conversational AI.

6 min read Read article → Amazon Connect

Amazon Connect Best Practice – Part 2

Diving deeper into naming conventions, logging, profile permissions, documentation, sensitive data handling, environment separation, call spikes, and personalisation.

4 min read Read article →