AWS prescriptive-guidance documentation change
Summary
Updated references from 'Amazon Connect' to 'Connect Customer' in breadcrumb navigation and blog post title
Security assessment
Changes involve only branding/nomenclature updates without any security context. The modification to the blog post reference maintains the same URL and content context, simply changing the product name display. No security features, vulnerabilities, or configurations are mentioned or altered.
Diff
diff --git a/prescriptive-guidance/latest/ivr-design-on-connect/map-journey.md b/prescriptive-guidance/latest/ivr-design-on-connect/map-journey.md index 7b42af35a..762aa023b 100644 --- a//prescriptive-guidance/latest/ivr-design-on-connect/map-journey.md +++ b//prescriptive-guidance/latest/ivr-design-on-connect/map-journey.md @@ -5 +5 @@ -[Documentation](/index.html)[AWS Prescriptive Guidance](https://aws.amazon.com/prescriptive-guidance/)[Best practices for designing the foundation of a dynamic and modular IVR experience on Amazon Connect](introduction.html) +[Documentation](/index.html)[AWS Prescriptive Guidance](https://aws.amazon.com/prescriptive-guidance/)[Best practices for designing the foundation of a dynamic and modular IVR experience on Connect Customer](introduction.html) @@ -43 +43 @@ For example, payment information on the IVR might require encryption and PCI DSS -It's essential to identify scenarios where high call volume could lead to longer wait times. In these situations, the IVR system often acts as a gateway for effective redirection of customer contacts. Some common deflection strategies include offering callbacks during exceptionally long wait times, designing overflow scenarios that expand the pool of target agents, playing promotional messages, and redirecting a customer to another channel (SMS or chat). For more information about these strategies, see the blog post [How to handle unexpected contact spikes with Amazon Connect](https://aws.amazon.com/blogs/contact-center/how-to-handle-unexpected-contact-spikes-with-amazon-connect/). +It's essential to identify scenarios where high call volume could lead to longer wait times. In these situations, the IVR system often acts as a gateway for effective redirection of customer contacts. Some common deflection strategies include offering callbacks during exceptionally long wait times, designing overflow scenarios that expand the pool of target agents, playing promotional messages, and redirecting a customer to another channel (SMS or chat). For more information about these strategies, see the blog post [How to handle unexpected contact spikes with Connect Customer](https://aws.amazon.com/blogs/contact-center/how-to-handle-unexpected-contact-spikes-with-amazon-connect/).