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Amazon Connect Configuration Best Practices – Part 3 After Hours Call Flow with SMS!
Providing options for callers to you contact center after normal business hours is always a good practice. Our standard “after [...]
Amazon Connect Configuration Best Practices – Part 2 Customer Queue Flow
Making the caller “comfortable” while waiting in queue for the next available agent is the primary role of a “customer [...]
Amazon Connect Configuration Best Practices – Part 1 Main Greeting options
Every Call Center is in fact unique, but the all share a common theme that can be encoded for recreating [...]
Amazon Connect Forced Release Behavior Option
Sometimes it is better to give folks what they want, rather than what they need! Over the years of working [...]
Amazon Connect voice prompts with POLLY text to speech.
One of the most challenging implementation tasks for an implementation engineer or application developer is getting the client stake holders [...]
Lex a conversational voice interface for Amazon Connect call trees.
Historically touch tone "call trees" have over populated the IVR landscape prompting callers to "Press 1 for this and Press [...]
Amazon Connect Custom Integration tools!
If you have taken the time to experiment with AWS Connect and the creation of a cloud call center instance, [...]
Amazon Connect Arrange a Call Back from Queue?
Setting up options for Callers waiting in Queue for "the next available representative" often include offering a call back option. [...]
Amazon Connect replaces ShoreTel Workgroups with the Dextr Dashboard!
Replace ShoreTel Workgroups with AWS Connect1 Recently we had a client with a very specific set of requirements and DrVoIP [...]
Dextr a Customized Agent Dashboard for #Amazon Connect Call Center!
AWS Connect CCP Building out call centers on AWS, you learn a lot about opportunities for productivity enhancements!   One of [...]
Front End your Call Center with Twilio Appointment Reminder!
Send a Text or add more Telephone lines? We have long been a proponent of using more text solutions in [...]
Why your call center needs "TEXT" solutions!
21st Century Call Centers still operate with 1980 business models! I have been working with inbound call center for some [...]
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