The Phone Tree Concept Phone Tree's are have a wide range of use cases from emergency notification alerts, to social function meeting announcements and even appointment reminders! The generic functionality of this "Phone Tree" application, however, is similar in each use case. Generally, we want to place an outbound phone call to numbers that are […]
Executive Summary: Why Modern Contact Centers Win Amazon Connect is no longer just a cloud phone system. With integrated AI, real-time transcription, automated summaries, and intelligent agent assist, it becomes a measurable performance engine. Organizations that modernize with AI typically see: Reduced Average Handle Time (AHT) Improved agent consistency Faster onboarding of new staff Higher-quality […]
Recording and Analytics While configuring Amazon Connect contact flows you will find a "SET Recording and Analytics? step that you can make use of to set the voice recording behavior. When you set the recording behavior you select recording only one channel or both the Customer and the Agent. LENS Speech Analytics In addition to […]
Recorded Message Use Case In an outbound call center an agent may make several hundred phone calls each and every working day. When the person they dialed does not answer and the call is forwarded to voice mail, the Agent leaves a message requesting a call back indicating who to call and at what […]
Amazon Connect Caller ID Name and Number basics! Historically, the only caller ID you can send, is that of a phone number that actually appears on your Amazon Connect instance. This has now been modified and AWS will let you send the CID of a number you can prove you own. Lets assume you want […]
When to Transfer to Flow and Why? A typical call flow might have a caller reach an IVR Call Tree that offers options to reach different departments and workgroups in your company. "Thank you for calling, Press 1 for Sales, Press 2 for Customer Service and Press 3 for Administration" as boring as it might […]
To record or not to record, that is the question It is very common to call into a contact center and he the warning message "You phone call may be recorded to improve customer service". Sometimes you might even hear "Press 1 if you do not want your call recorded". Each of the States […]
Dextr Flex adds a powerful new Historical Reporting Engine to Amazon Connect Call Centers!
Slice and Dice your Contact Records! Dextr now has a full Historical Reporting Engine for Amazon Connect. A new ICON has been added to the dashboard navigation panel, when clicked brings you into the Historical report generator. Click “create report” and you can then name your report, choose a reporting interval, select any or […]
Exactly what is a CTR? Amazon Connect creates a "contact trace record" with a unique "contact ID" for each phone call in or out of the contact center. Older legacy telephone folks would call this a SMDR or CDR (station message detail record or call detail record) but Amazon calls it a CTR. The end […]
Dextr integrates transcriptions, comprehension and sentiment analysis ! Contact center supervisors are hungry for insight into things like whether agents are having effective conversations, whether any interesting trends in customer sentiment are occurring, or whether the agents are complying with regulatory requirements. This is challenging because audio data is virtually impossible for computers to […]
Post Call Survey configurations Configuring a post call survey in Amazon Connect is very straight forward and many others have outlined strategies for doing such a configuration. The usual strategy typically prompts the caller to enter a "digit" from 1 to 5 to rate a particular agent or service. Then, if the caller has […]