Amazon Connect adds a CRM package?
Is Amazon building a CRM Competitor? Amazon Connect continues to innovate and is adding new features at an accelerated rate. [...]
Powerful Amazon Connect Call Back from Queue Configuration Strategies!
The Amazon Connect Call Back from Queue Dilemma! Assume you have a call center that follows the sun from coast [...]
Amazon Connect - Start/Stop/Pause/Resume voice recording?
Recording and Analytics While configuring Amazon Connect contact flows you will find a "SET Recording and Analytics? step that you [...]
Amazon Connect - Play Pre-Recorded messages to remote Voice Mail?
Recorded Message Use Case In an outbound call center an agent may make several hundred phone calls each and every [...]
Amazon Connect - Setting Caller ID and Name for Outbound dial by Agents
Amazon Connect Caller ID Name and Number basics! Historically, the only caller ID you can send, is that of a [...]
Amazon Connect Transfer to Queue or Transfer to Flow?
When to Transfer to Flow and Why? A typical call flow might have a caller reach an IVR Call Tree [...]
Dextr configures Amazon Connect Voice Call Recording by individual State Law!
To record or not to record, that is the question It is very common to call into a contact center [...]
What exactly is a Contact Trace Record?
Exactly what is a CTR? Amazon Connect creates a "contact trace record" with a unique "contact ID" for each phone [...]