Chapter 10: Implementing Voicemail

With all the capabilities and advanced features that Amazon Connect possesses, I am quite surprised that voicemail isn't a native feature. I assume that this is primarily since the Connect service is geared toward enterprise deployments. After all, the service was created to support Amazon's own retail business. However, given the ease of use and deployment, many smaller organizations have used Connect.

In smaller organizations, the utilization of voice would be more prevalent. The possibility of there being only one person who could answer any given question is greater. Large enterprises have whole departments of people with specialized knowledge.

Amazon has partially addressed the needs of smaller organizations with a voicemail implementation. The capability itself is not a native integration but rather a bolt-on functionality. In this chapter, we will walk through the implementation and configuration of voicemail for your call center...