Setting up options for Callers waiting in Queue for "the next available representative" often include offering a call back option. Generally, it is a best practice to not offer this option immediately but queue the caller for some time before offering this option. They have already called in and you have answered the call, so […]
Replace ShoreTel Workgroups with AWS Connect1 Recently we had a client with a very specific set of requirements and DrVoIP was able to satisfy with Dextr dashboard! The client had a ShoreTel deployment that used ShoreTel Workgroups. ShoreTel Workgroups are often called a 'poor man's' call center. The client had made a decision too they were […]
AWS Connect CCP Building out call centers on AWS, you learn a lot about opportunities for productivity enhancements! One of the first issues that we noted was that the standard Contact Control Panel or CCP, which is basically a WebRTC soft phone client, though very useful has many opportunities for improving the Agent experience. The […]
Send a Text or add more Telephone lines? We have long been a proponent of using more text solutions in the call center. From our perspective it makes more sense to let clients text you customer service team than it does to add more telephone lines, to hold more clients in queue waiting for the […]
21st Century Call Centers still operate with 1980 business models! I have been working with inbound call center for some 40+ years and despite all the"omni" channel technology the inbound call center model has not changed very much. Those of us who have call centers that support a for profit business are focused on […]
The Cloud Call Center Problem Statement! A very common call center requirement is the ability to route a call based on the DNIS number dialed. This is simple enough when you have only a few DNIS numbers to manage, but consider this application: Consider a central call center that provides centralized appointment scheduling for some […]
OverView of 300-075 Content Like many other working VoIP Engineers, I have had to upgrade my CCNP yet again. The first time was when CISCO changed from CCVP to CCNP Voice. Now we have to convert from CCNP Voice to CCNP Collaboration. The good news is, if you have a CCNP voice you only need […]
AWS Connect - A Game Changer! It has been almost a year since we first took a look at the AWS Connect Call Center service and what a year it has been. Since it's pubic release, AWS is most likely the fastest growing Call Center solution in the global market. The reasons for […]
Do you Text or Call? Most call centers have learned that folks are not sitting at home on a wired land line phones calling for tech support, or to make an appointment or to check on the status of an outstanding order! These folks are rushing between jobs, kids and other responsibilities and nobody […]
Arlo on the down low! If you are considering Arlo for real time security and door answering, you will be very, very disappointed. The response time is just to long! If you just want to have a record of what happen and can live with recorded playback, then this is the way to […]
Ngrok better than sliced bread! As a software engineer developing telecom based web applications, testing and validating software can be a major time sync. How do you get your lab system on the Internet, accessible with a public IP, so you can test a Webhook or REST API for example? What if you are […]