AWS connect documentation change
Summary
Updated product references from 'Amazon Connect' to 'Connect Customer' throughout the documentation
Security assessment
Changes are purely branding/terminology updates without any security implications. No security vulnerabilities, configurations, or features were modified or added.
Diff
diff --git a/connect/latest/adminguide/campaign-best-practices.md b/connect/latest/adminguide/campaign-best-practices.md index 21822b8ed..abf178988 100644 --- a//connect/latest/adminguide/campaign-best-practices.md +++ b//connect/latest/adminguide/campaign-best-practices.md @@ -9 +9 @@ Choose the right campaignAgent staffing best practicesConnection latency best pr -# Best practices for Amazon Connect outbound campaigns using Pinpoint +# Best practices for Connect Customer outbound campaigns using Pinpoint @@ -19 +19 @@ The topics in this section explain best practices for outbound calling campaigns -Amazon Connect outbound campaigns work in concert with Amazon Pinpoint journeys. Journeys have their own best practices. The topics in this section describe some of those practices, but for more information, see [Tips and best practices for journeys](https://docs.aws.amazon.com/pinpoint/latest/userguide/journeys-best-practices.html), in the _Amazon Pinpoint User Guide_. +Connect Customer outbound campaigns work in concert with Amazon Pinpoint journeys. Journeys have their own best practices. The topics in this section describe some of those practices, but for more information, see [Tips and best practices for journeys](https://docs.aws.amazon.com/pinpoint/latest/userguide/journeys-best-practices.html), in the _Amazon Pinpoint User Guide_. @@ -46 +46 @@ Amazon Connect outbound campaigns work in concert with Amazon Pinpoint journeys. -Amazon Connect provides several types of dialing campaigns. The following sections describe each type so that you can implement the campaign that best meets your needs. +Connect Customer provides several types of dialing campaigns. The following sections describe each type so that you can implement the campaign that best meets your needs. @@ -96 +96 @@ When call recipients answer a call and hear silence in return, they often hang u - * Ensure that you have enough agents logged in to your call queue. For more information about staffing, see [Forecasting, capacity planning, and scheduling in Amazon Connect](./forecasting-capacity-planning-scheduling.html). + * Ensure that you have enough agents logged in to your call queue. For more information about staffing, see [Forecasting, capacity planning, and scheduling in Connect Customer](./forecasting-capacity-planning-scheduling.html). @@ -98 +98 @@ When call recipients answer a call and hear silence in return, they often hang u - * Consider using Amazon Connect's machine learning services. + * Consider using Connect Customer's machine learning services. @@ -100 +100 @@ When call recipients answer a call and hear silence in return, they often hang u - * [Forecasting](./forecasting.html). Analyze and predict contact volume based on historical data. What will future demand—the contact volume and handle time—look like? Amazon Connect forecasting provides accurate and auto-generated forecasts that are automatically updated daily. + * [Forecasting](./forecasting.html). Analyze and predict contact volume based on historical data. What will future demand—the contact volume and handle time—look like? Connect Customer forecasting provides accurate and auto-generated forecasts that are automatically updated daily. @@ -113 +113 @@ When call recipients answer a call and hear silence in return, they often hang u -Successful outbound calling campaigns avoid silent calls, the period of silence after a person answers a call and before an agent comes on the line. Legal requirements to limit the number of silent or abandoned calls and keep the called party informed may also apply. You can configure Amazon Connect in different ways to reduce call connection delays. +Successful outbound calling campaigns avoid silent calls, the period of silence after a person answers a call and before an agent comes on the line. Legal requirements to limit the number of silent or abandoned calls and keep the called party informed may also apply. You can configure Connect Customer in different ways to reduce call connection delays. @@ -189 +189 @@ Outbound campaigns often use custom greetings and self service functions. Do not -We recommend setting the following options for your users to reduce connection times. To access these settings, in the Amazon Connect admin website navigate to **Users** , **User management** , **Edit**. +We recommend setting the following options for your users to reduce connection times. To access these settings, in the Connect Customer admin website navigate to **Users** , **User management** , **Edit**. @@ -216 +216 @@ The following best practices can help optimize agent efficiency by ensuring adeq - * If possible, minimize the geographic distance between the AWS Region that hosts your Amazon Connect instance and the agents that interact with the outbound campaigns. The greater the geographic distance between your agents and the hosting Region, the higher the possible latency. + * If possible, minimize the geographic distance between the AWS Region that hosts your Connect Customer instance and the agents that interact with the outbound campaigns. The greater the geographic distance between your agents and the hosting Region, the higher the possible latency. @@ -223 +223 @@ The following best practices can help optimize agent efficiency by ensuring adeq -Outbound campaigns have limitations on the numbers that agents can dial, depending on the origin of the Amazon Connect instance. For more information, see the [Amazon Connect Telecoms Country Coverage Guide](https://d1v2gagwb6hfe1.cloudfront.net/Amazon_Connect_Telecoms_Coverage.pdf). +Outbound campaigns have limitations on the numbers that agents can dial, depending on the origin of the Connect Customer instance. For more information, see the [Connect Customer Telecoms Country Coverage Guide](https://d1v2gagwb6hfe1.cloudfront.net/Amazon_Connect_Telecoms_Coverage.pdf). @@ -385 +385 @@ The following image shows the various journey limit settings. -Amazon Connect outbound campaigns enable you to limit calls to certain times of day and avoid calls during quiet times in the evening or during weekends. You can also set calling exceptions in an Amazon Pinpoint journey. The exceptions overwrite the sending times configured for days of the week. +Connect Customer outbound campaigns enable you to limit calls to certain times of day and avoid calls during quiet times in the evening or during weekends. You can also set calling exceptions in an Amazon Pinpoint journey. The exceptions overwrite the sending times configured for days of the week. @@ -387 +387 @@ Amazon Connect outbound campaigns enable you to limit calls to certain times of -We recommend using both features. For more information about scheduling in Amazon Connect, see . For more information about scheduling in Amazon Pinpoint, see [Step 4: Choose when to send the campaign](https://docs.aws.amazon.com/pinpoint/latest/userguide/campaigns-schedule.html), in the _Amazon Pinpoint User Guide_. +We recommend using both features. For more information about scheduling in Connect Customer, see . For more information about scheduling in Amazon Pinpoint, see [Step 4: Choose when to send the campaign](https://docs.aws.amazon.com/pinpoint/latest/userguide/campaigns-schedule.html), in the _Amazon Pinpoint User Guide_. @@ -393 +393 @@ In addition to exceptions, you can: - * Use the Amazon Connect console to manually pause a campaign. + * Use the Connect Customer console to manually pause a campaign. @@ -523 +523 @@ Assign permissions -Best practices for Amazon Connect outbound campaigns +Best practices for Connect Customer outbound campaigns