Recent thinking on Amazon
Connect, AI, and cloud infrastructure

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…

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…

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…

Direct Dial and Agent? Not every contact center wants callers to be able to dial a specific agent directly.  In fact, more times than not, it is discourage entirely.  Certain enterprises however find it a real necessity.   Customer service…