We are needing to build a multi-language Contact Flow, ie. "Press 1 for English, Press 2 for Spanish (in Spanish)..." and then have the remaining prompts translated in that selected language.
I found this article: https://aws.amazon.com/blogs/contact-center/build-multilingual-voice-experiences-in-amazon-connect/
...but I was wondering if anyone here has implemented/found best practices in implementing a solution.
Thank you for the support!
This is an older thread, but what we did was create a standard flow model, e.g. Greeting, Intro, Branches etc. and then mirrored that structure in SF. When the support center updated or created an IVR for a given channel that data was synched into DynamoDB where the prompts lived. (We also added automatic Language translation when the prompt was saved in SF). Then a standard model flow would morph itself bringing in different prompts for each channel. It took a bit to get it all designed and developed but once it was there it was self serve for the support center and we made a drastic reduction in the number of IVR scripts.
