Dextr Website Chat Integration The ability to integrate your Company Website with your call center is a powerful customer experience management tool. Being able to integrate your website with a ChatBot is even more powerful, but imagine the power of being able to escalate a chat session to a voice call! Now that is a […]
The Call Back Dilemma ! It is now common place to hear an option while you are on hold in a call center that suggests "If you would like to arrange a call back when an agent is available, press 1 or continue to hold for the next available agent". The caller can then […]
What no Voice Mail? One of the surprises you get when working with Amazon Connect is the fact that, out of the box, there is no voice messaging capability. However, given the rich library of services available in the AWS ecosystem, you can most certainly configure a solution that will get the job done! […]
Is Today A Holiday? Having deployed hundreds of CISCO UCCX and ShoreTel ECC and other Contact Centers, checking to see if today is a holiday seemed to be the "minimum daily adult requirement" for contact center management. In fact one of the most popular scripts on the net for CISCO UCCX was named "HolidayCheck"! […]
Well, it is the 21st century and though we still drag around fax machines, we do seem to be getting away from Touch Tone Call Tree IVR systems! Really, are you not tired of "Press 1 for this and Press 2 for that"? I know I am at every opportunity to replace a DTMF IVR […]
If Facebook and Google are so all knowing, how do they allow rip offs like this to not only exist, but profit from?
What no Delete for Contact Flows? One of the first discoveries you will make while configuring contact flows is that you can NOT delete a contact flow. Once it is created, you can "save as" but you cannot delete it. There is a good reason for this and hopefully by the end of this blog […]
We Design, Deploy, Service and Customize Amazon Connect! Since 2008 DrVoIP had been working in the support of VoIP based call centers from CISCO, Avaya and Mitel/ShoreTel solutions. Since 2017 we have focused exclusively on AWS services with a particular focus on ‘Amazon Connect” call centers. From Recording and Voice Mail solutions, through Workforce Management […]
The Dextr Dashboard for Amazon Connect Agents has added email routing to its existing voice and SMS/MMS channels. Similar to a voice call, an incoming email message is routed to the next available in the queue assigned for email. Dextr will collect emails, provide auto responders. The email is “sticky” and the email conversation will […]
Press 1 for English! Two characteristics of telecom technology in the 21st century continue to not make sense to us. Why are we still using fax? How come we still "Press 1 for this and Press 2 for that"? I mean really, it is the 21st century after all. Let's put fax aside for the […]
Basic Amazon Connect Configuration Overview Creating an Amazon Connect cloud based call center is relatively easy for a non-technical business process manager to implement. You do not have to be a software engineer to get a basic inbound call center operational in a remarkably short time, often less than an hour. Setting up a basic […]
Features development for Amazon Connect is limited only by your imagination. To realize your call center dream however, requires an army of software engineers and outside consultant. Optionally, you could just use a Dexter Dashboard at .007 a logged in minute!