Providing options for callers to you contact center after normal business hours is always a good practice. Our standard “after [...]

Making the caller “comfortable” while waiting in queue for the next available agent is the primary role of a “customer [...]

Every Call Center is in fact unique, but the all share a common theme that can be encoded for recreating [...]

Sometimes it is better to give folks what they want, rather than what they need! Over the years of working [...]

One of the most challenging implementation tasks for an implementation engineer or application developer is getting the client stake holders [...]

Historically touch tone "call trees" have over populated the IVR landscape prompting callers to "Press 1 for this and Press [...]

If you have taken the time to experiment with AWS Connect and the creation of a cloud call center instance, [...]

Setting up options for Callers waiting in Queue for "the next available representative" often include offering a call back option. [...]

Replace ShoreTel Workgroups with AWS Connect1 Recently we had a client with a very specific set of requirements and DrVoIP [...]

AWS Connect CCP Building out call centers on AWS, you learn a lot about opportunities for productivity enhancements!   One of [...]

Send a Text or add more Telephone lines? We have long been a proponent of using more text solutions in [...]

21st Century Call Centers still operate with 1980 business models! I have been working with inbound call center for some [...]

Amazon Connect Agent Scripts? We have been very impressed with Amazon Connect's growing move into an embedded CRM.  Customer Profiles [...]

Is Amazon building a CRM Competitor? Amazon Connect continues to innovate and is adding new features at an accelerated rate.  [...]

Pay Only for what you use We have been working with Amazon Connect since the product was introduced back in [...]

Why Video? If a picture is worth a thousand words then a video is an encyclopedia of information!   I remember [...]

The Amazon Connect Call Back from Queue Dilemma! Assume you have a call center that follows the sun from coast [...]

The Phone Tree Concept Phone Tree's are have a wide range of use cases from emergency notification alerts, to social [...]

We offer an illustrated Detailed Planning guide for outlining the issues you need to should consider if you are designing [...]

Recording and Analytics While configuring Amazon Connect contact flows you will find a "SET Recording and Analytics?  step that you [...]

Recorded Message Use Case In an outbound  call center an agent may make several hundred phone calls each and every [...]

Out of the Box? AWS has configured the contact center to work out of the box.  Add a phone number, [...]

Route by DNIS? A common call center request is to provide a custom greetings or route a call to a [...]

Is Amazon building a CRM Competitor? Amazon Connect continues to innovate and is adding new features at an accelerated rate.  [...]

The Amazon Connect Call Back from Queue Dilemma! Assume you have a call center that follows the sun from coast [...]

Recording and Analytics While configuring Amazon Connect contact flows you will find a "SET Recording and Analytics?  step that you [...]

Recorded Message Use Case In an outbound  call center an agent may make several hundred phone calls each and every [...]

Amazon Connect Caller ID Name and Number basics! Historically, the only caller ID you can send, is that of a [...]

When to Transfer to Flow and Why? A typical call flow might have a caller reach an IVR Call Tree [...]

To record or not to record, that is the question It is very common to call into a contact center [...]

Exactly what  is a CTR? Amazon Connect creates a "contact trace record" with a unique "contact ID" for each phone [...]