AWS has released several improvements to its flow designer experience, which aim to make building and editing a contact center IVR even easier.
Available within Amazon Connect, the routing tool uses drag-and-drop blocks and connectors – or "branches" - to link these blocks. Companies can then configure settings for each block and create an IVR in minutes.
Yet, the new additions will shave even more time off this and allow users to build sophisticated IVR flows even quicker.
First up is its new look and feel designer canvas, as highlighted below. With updates to the appearance of blocks and the "block dock", the solution becomes more appealing to the eye.
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This image - alongside others of the new look Amazon Connect Flows solution - is available with the Amazon Connect release notes.[/caption]
In addition, new color-coded connectors, improved zooming, and an updated user interface – available when selecting a block – will likely enable a more seamless design experience.
Furthermore, a new search feature and more intuitive categories – named "Check", "Analyze", and "Logic" - makes it easy for users to isolate the block they are looking for.
Finally, AWS has made it easier to access flow/module metadata, which now appears at the bottom of the block dock. Metadata is also available with every block, allowing users to click and expand its configurations.
These innovations will further bolster an already advanced routing solution, which embeds Amazon Polly and Lex capabilities to power next-generation IVR experiences.
Amazon Polly helps to convert text into lifelike speech – although customers can also upload audio files. Meanwhile, Amazon Lex enables call containment through cutting-edge conversational AI.