I recently got a new customer laptop as I am helping them move to Webex Contact Center. It had been a while since I’ve had to setup a new laptop with all my favorite tools and I realized I had some issues connecting Postman to the Webex API from memory. Instead of just looking at the way I had it configured on my Mac I wanted to take the opportunity to use the internet to show me what I had to do. I noticed a few issues with the information I found. Here’s a consolidated guide to getting Postman connected to the Webex API.‍

We have built a workflow engine that lets agents trigger forms and other actions directly inside Five9’s Agent Desktop Plus using custom Contact Manager fields. This eliminates switching between windows for tasks like coupons, refunds, or returns. The same engine can also handle routing changes, reporting automation, and credential rotation. The takeaway: use built-in CCaaS features and APIs to simplify agent workflows and boost productivity.

A southwestern U.S. public university modernized its 60-agent contact center by automating reporting with Amazon Connect, AWS Lambda, EventBridge, S3, and CloudWatch. The solution eliminated reliance on a single engineer—saving over $100K annually—while giving leadership real-time visibility and agents streamlined workflows. Built on AWS best practices, the system is scalable, secure, and ready to expand into new channels like email, SMS, and natural language IVR with Amazon Lex.

A leading European travel and tourism provider modernized its 150+ agent contact center by migrating from Legacy to Amazon Connect. Square O delivered a secure, scalable solution with Lambda, S3, SES, CloudWatch, and EventBridge for automation, monitoring, and reporting. The migration saved costs, improved agent productivity, and enhanced customer experience. With GDPR/PCI DSS compliance in place, the company is now preparing to expand into email, social media, and natural language self-service with Amazon Lex.

Learn how to go from a clean workspace to a deployed stack with AWS CDK. This walkthrough covers local setup, project scaffolding, adding application code, synthesizing the template, bootstrapping your environment, and deploying—plus simple ways to validate everything in the AWS console.

Are you looking to enhance your customer service by adding email as a communication channel in Amazon Connect? This guide walks you through the essential steps, from enabling email on your instance

Learn how to configure IAM permissions for AWS CDK deployments with a minimal yet effective policy tailored for Lambda-based solutions. This post breaks down the required permissions by service, explains why they matter, and provides a tested IAM policy you can copy and deploy.

Discover how using Amazon Connect in conjunction with AWS tools can transform contact center operations. Real-time queue monitoring and automation reduce manual workloads, improve resource allocation, and enhance scalability, empowering supervisors to deliver better customer experiences with data-driven efficiency.

I wanted to document this specifically as I feel it’s the most complex flow you will see within UCCE. Before you go through this you will absolutely want to get familiar with the documentation as there are a lot of moving pieces. The diagram below comes straight from said documentation and should help you visualize what you see the logs doing.

I’m ramping up to start a new Amazon Connect project and similar to what I did in the past I wanted to capture as many useful tidbits as I run into in the hopes that they will both help me remember things and help others doing similar things. In this blog we’re going to talk about setting up the AWS CLI when you have multiple AWS instances and are using SSO.‍

This was an interesting one that I wanted to document. We have our agents and supervisors on either VDI Jabber or Windows Jabber or CIPC and we could not get silent monitoring to work. When the supervisor activated it everything looks correct, but there was no audio for the supervisor while the agent and caller had no issues. Supervisor could then barge in to the call and audio would work just fine. Here are the steps we took to troubleshoot this.

I didn’t think a call center platform could make the topic of an agent login and logout interesting, but Amazon Connect has figured out a way to make me question my sanity with the design decision they have made.