Amazon Connect best practice, conversational AI, and contact centre insights.
Can a 1-10 person business justify Amazon Connect? An honest look at costs, pricing reality, perfect-fit scenarios, and when a simpler tool is the right call.
Read article → Strategy & AssessmentEveryone wants to add AI to their IVR. Most aren't ready. A practical 6-dimension assessment framework to identify gaps in architecture, data, operations, and strategy before you invest.
Read article → DevOps & DeploymentBlue/green, canary traffic shifting, versioning, rollback, and a UI-driven controller that lets anyone deploy safely without DevOps. The recommended approach.
Read article → AI & AutomationHow MCP tools connected to AWS accelerate Lex development, automate safe rollouts, and close the optimisation loop — from go-live through continuous improvement.
Read article → Amazon Connect & LexCodehook + Bedrock KB APIs, QnAIntent, and Connect AI Agents. Three approaches, three different use cases. How to choose the right one.
Read article → Amazon ConnectEvery 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.
Read article → AI & InnovationBeyond the hype. Proactive service, agentic AI, deepfake defence, the death of AHT, and why the future contact centre is an intelligence engine.
Read article → Amazon LexHow to configure confidence thresholds in Amazon Lex — NEVER, NORMAL, and ALWAYS strategies, and why dynamic per-intent tuning is essential.
Read article → Amazon LexThe 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.
Read article → Amazon Connect10 top tips for Amazon Connect. Covering professional prompts, VUI design, tuning, silence elimination, menu optimisation, deflection messaging, voice biometrics, and conversational AI.
Read article → Amazon ConnectDiving deeper into naming conventions, logging, profile permissions, documentation, sensitive data handling, environment separation, call spikes, and personalisation.
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