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Private and public language model comparisonAI Solutions

Why Companies Are Choosing Private LLMs Over Public AI Models in 2025

Our own LLM! By DrVoIP — Where IT Meets AI, in the Cloud Introduction: The Shift Toward Private Intelligence AI has moved from “interesting demo” to mission-critical infrastructure. As organizations push AI deeper into customer…
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AWS Certified AI Practitioner badgeAI Solutions

The Inevitable Shift: AI, Jobs, and Business Survival

By DrVoIP — Where IT Meets AI in the Cloud 🧠 The Inevitable Shift: AI, Jobs, and Business Survival Every major technology shift follows a familiar pattern: disruption, resistance, and redesign. Artificial Intelligence and robotics are…
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Amazon Bedrock SageMaker and Lex illustrationAI Solutions

AI in Amazon Connect: How Bedrock, Lex, and SageMaker Work Together

Artificial Intelligence (AI) is transforming customer service — but figuring out how it actually fits into Amazon Connect can feel like drinking from a firehose. If you’ve heard about Amazon Bedrock, Lex, and SageMaker, and wondered which…
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AWS automated list hygiene illustrationAmazon Connect

Amazon Connect Campaign Dialer: Why Clean Lists Mean More Connections

Amazon Connect Campaign Dialer: Why Clean Lists Mean More Connections The Hidden Challenge Behind Every Dialer Deployment When organizations launch Amazon Connect V2 Campaign Dialer, the excitement is all about automation, scalability, and…
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AWS AI and Google AI comparison illustrationAI Solutions

AWS AI or Google AI?

Amazon Bedrock vs Google Vertex AI — Who’s Winning the AI Race? AI is no longer a buzzword — it’s the new business backbone. Whether you’re automating a contact center, building customer analytics, or integrating natural language…
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Amazon Connect meets AI illustrationAI Solutions

Using AI in your Call Center?

Amazon Connect Meets AI AI in the contact center isn’t new — it just has a new spotlight. Everyone’s talking about “adding AI” as if it were invented last year. The truth is, you’ve probably been using AI for years without realizing…
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2025 Amazon Connect Contact Center Planning Guide coverAmazon Connect

2025 DrVoIP Contact Center Planning Guide!

Rethinking Your Amazon Connect Contact Center: Start with the Experience, Not the Technology When planning a new Amazon Connect contact center, the temptation is to jump straight into the technology — menus, routing profiles, integrations.…
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Amazon Connect agent and customer illustrationAmazon Connect

Why Your Website and Call Center Should Be Besties: The Amazon Connect Love Story!

Ever feel like your website and call center are two ships passing in the night? One's all flashy and interactive, the other's stuck in a queue playing elevator music. Well, buckle up, because integrating them with Amazon Connect is like giving…
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Agent queue selection interfaceAmazon Connect

"Pick and Park" feature?

Pick & Park™ for Amazon Connect – Finally, Real Agent Call Control Amazon Connect is amazing – but sometimes, agents need more control than a routing flow can provide. That’s why we created Pick & Park™, a pair of features designed…
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Agent queue cherry picking illustrationAmazon Connect

Amazon Connect Pick a Caller from Queue?

Would You Let Agents “Cherry Pick” Callers from the Queue? Not everyone agrees with the idea—but in some situations, allowing agents to “cherry pick” callers can save time and improve the customer experience. By default, Amazon…
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Amazon Connect demonstration experience illustrationAmazon Connect

Campaign Dialer History and the Current State of the Art in Amazon Connect

A Brief History Amazon Connect was introduced in 2017 as a revolutionary, cloud-native contact center solution from AWS. That same year, DrVoIP installed its first Amazon Connect instance for a paying client. Having decades of experience building…
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Toll free telephone number illustrationAmazon Connect

Would you answer a call from a toll free number?

Campaign Dialer Feature Request? We are often asked to comment on how to increase answer rates on cold calls.   Calls either made manually by an Agent in an outbound contact center, or an auto dialer or campaign dialer.   Generally, in…
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