The experience customers have when interacting with a contact center can have a profound impact on them. For this reason, we launched Amazon Transcribe Call Analytics last year to help you analyze customer call recordings and get insights into issues and trends related to customer satisfaction and agent performance. To assist agents in resolving live calls faster, we are introducing today real-time call analytics in Amazon Transcribe Call Analytics. Real-time call analytics provides APIs for developers to accurately transcribe live calls and at the same time identify customer experience issues and sentiment in real time. Transcribe Call Analytics uses state-of-the-art machine learning capabilities to automatically assess thousands of in-progress calls and detect customer experience issues, such as repeated requests to…
Category: AWS
Reposts from Amazon Web Services (AWS).
Automated in-AWS Failback for AWS Elastic Disaster Recovery
I first covered AWS Elastic Disaster Recovery (DRS) in a 2021 blog post. In that post, I described how DRS “enables customers to use AWS as an elastic recovery site for their on-premises applications without needing to invest in on-premises DR infrastructure that lies idle until needed. Once enabled, DRS maintains a constant replication posture for your operating systems, applications, and databases.” I’m happy to announce that, today, DRS now also supports in-AWS failback, adding to the existing support for non-disruptive recovery drills and on-premises failback included in the original release. I also wrote in my earlier post that drills are an important part of disaster recovery since, if you don’t test, you simply won’t know for sure that your…
New – Amazon ECS Service Connect Enabling Easy Communication Between Microservices
Microservices architectures are a well-known software development approach to make applications composed of small independent services that communicate over well-defined application programming interfaces (APIs). Customers faced challenges when they started breaking down their monolith applications into microservices, as it required specialized networking knowledge to communicate internally with other microservices. Amazon Elastic Container Services (Amazon ECS) customers have several solutions for service-to-service, but each one comes with some challenges and complications: 1) Elastic Load Balancing (ELB) needs to carefully plan for configuring infrastructure for high availability and incur additional infrastructure cost. 2) Using Amazon ECS Service Discovery often requires developers to write custom application code for collecting traffic metrics and for making network calls resilient. 3) Service mesh solutions such as…
Now Open the 30th AWS Region – Asia Pacific (Hyderabad) Region in India
In November 2020, Jeff announced the upcoming AWS Asia Pacific (Hyderabad) as the second Region in India. Yes! Today we are announcing the general availability of the 30th AWS Region, Asia Pacific (Hyderabad) Region, with three Availability Zones and the ap-south-2 API name. The Asia Pacific (Hyderabad) Region is located in the state of Telangana. As the capital and the largest city in Telangana, Hyderabad is already an important talent hub for IT professionals and entrepreneurs. For example, AWS Hyderabad User Groups has more than 4,000 community members and holds active meetups, including an upcoming Community Day in January 2023. The new Hyderabad Region gives customers an additional option for running their applications and serving end users from data centers…