Service Cloud Voice Implementation Guide

Overview
Contact Flows
Examples of Common Use Cases
Pass Data from the IVR System
Set Up Call Transcription
Transcribe Calls with Amazon Transcribe
Transcribe Longer Calls with Contact Lens
Create a Contact Flow with Contact Lens
Enable Contact Lens in an Existing Contact Flow
Improve Contact Lens Transcription Accuracy with a Custom Vocabulary
Link Case to Voice Call Record
Transfer to SMS in the IVR
Give Customers the Option to Request a Callback
Retry CTR Sync for VoiceCall Records
Enable Voice Call Transfers Using Omni-Channel Flows and Amazon Connect
Refresh A Sandbox
Examples from Amazon Connect
Lambda Functions
Telephony Integration REST API
Customer Alerts with CloudWatch
Toolkit API
Connect API to Update Transcripts
Limits and Scaling
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Create a Contact Flow with Contact Lens

To help you get started, you can find contact flows with Contact Lens in your Amazon Connect instance. If you haven't created contact flows yet, use the ones we provide as a template.
Ease of Implementation Medium
Estimated Time to Implement 45 minutes

In this example, we share the packaged contact flows that come with Contact Lens already set up.

Prerequisites

To run through this example, you must update your contact center to version 9.0.

Create the Contact Flow

To create a contact flow with Contact Lens, start with these packaged contact flows that already has Contact Lens set up.
  • Sample SCV Inbound Flow With Transcription using Contact Lens
  • Sample SCV Outbound Flow With Transcription using Contact Lens
  • Sample SCV Agent Transfer with Transcription using Contact Lens
  • Sample SCV Queue Transfer with Transcription using Contact Lens