Would You Let Agents “Cherry Pick” Callers from the Queue? Not everyone agrees with the idea—but in some situations, allowing agents to “cherry pick” callers can save time and improve the customer experience. By default, Amazon Connect routes callers to the next available agent. It does not ring all agents simultaneously, and it certainly doesn’t […]
Quick overview of what it is like to work with DrVoIP along with a brief history of Amazon Connect Campaign dialer!
A Brief History Amazon Connect was introduced in 2017 as a revolutionary, cloud-native contact center solution from AWS. That same year, DrVoIP installed its first Amazon Connect instance for a paying client. Having decades of experience building call center solutions with platforms like Cisco, we had developed a clear set of expectations for what a […]
Campaign Dialer Feature Request? We are often asked to comment on how to increase answer rates on cold calls. Calls either made manually by an Agent in an outbound contact center, or an auto dialer or campaign dialer. Generally, in the era of smartphones, we generally reject calls from unknown numbers and all 800. numbers […]
Amazon Connect Demo Center We offer a complete Amazon Connect Contact center with all the bells and whistles free for you to try with up to 5 of your own team members. We provide a dedicated phone number, a custom greeting with your company messages. Test drive the contact center, experience the call quality and […]
An ai Receptionist? Back when vacuum tubes were still part of the computer science curriculum in most colleges, I read a book by Norber Wiener entitled "the human use of human beings". As the title suggested, lets free humans to do the activities that only a human can do and automate the boring, repetitive, tasks! […]
Direct Dial and Agent? Not every contact center wants callers to be able to dial a specific agent directly. In fact, more times than not, it is discourage entirely. Certain enterprises however find it a real necessity. Customer service operations, technical support and telemedicine are good examples of service centers that would benefit by this […]
Voice Mail solution for Amazon Connect for the last few years AWS has made a voice messaging solution available for Amazon Connect deployments available for download from Github. This was a feature rich solution offering a needed feature. The solution enabled a caller to leave a voice message for an Agent and with a bit […]
Amazon Connect 2025 Update! During the past year and as we enter 2025, Amazon Connect has made some significant changes. AWS has added new channels including SMS, Video and Email, many new features including AI assistance and a refreshing new look and feel to the cloud console in general and the Amazon Connect portal in […]
Building Tools for Amazon Connect Administration Over the years I have come to learn that if the folks who develop products, especially technology solutions, actually installed the products they develop we would have better installation and administration tools! For those who administer large call center solutions built on Amazon Connect you quickly learn that you […]
SMS Return Message Routing In part 1 of this blog we looked at three options that enable an Agent to make originate an SMS message: Option 1 - User a TASK Template Option 2 - Create an HTML Form (DrVoIP favors this approach) Option 3 - Create an Email to SMS solution The key flows […]
Pinpoint SMS For some time now, you have been able to channel SMS messages through the Amazon Connect CHAT API, using Pinpoint services. Typically, you would create a new project, enable SMS and then use SNS to trigger a lambda function to handle your SMS conversation. Most recently, AWS has created Pinpoint SMS, a dashboard […]