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

  Dextr integrates transcriptions, comprehension and sentiment analysis ! Contact center supervisors are hungry for insight into things like whether [...]

Post Call Survey configurations Configuring a post call survey in Amazon Connect is very straight forward and many others have [...]

Call Center with PBX like features? One of the most requested features folks deploying Amazon Connect typically ask for is [...]

Azure AD Configuration There is work that needs to be done on both sides and typically two different engineers will [...]

Is Call Back from Queue really that smart an option? Would of the current strategies for managing a customer interaction [...]

The Dextr agent dashboard for Amazon Connect has always had a real time metric display on its home screen.  The [...]

Only Ten Phone Calls? If you are attempting to setup an Amazon Connect instance you need to understand some limiting [...]

Call Center Integration It is rare to find a call center that does not have an integration requirement.  Sometimes the [...]

Most frequently asked Question about Amazon Connect this week! At a time when we are buried building "work at home" [...]

Press 1 for.... Why? It is the 21st Century and there are two technologies that are still in use: Fax [...]

Basic Amazon Connect Configuration Guide If you are interested in learning how to configure Amazon Connect, this guide will walk [...]

Pinpoint SMS For some time now, you have been able to channel SMS messages through the Amazon Connect CHAT API, [...]

Configuring Amazon Connect Voice Mail For several years we have been deploying a modified version of the Amazon Connect Voice [...]

Dynamic Call Centers? We can dynamically reconfigure our contact flows, the experience a caller has when calling our contact center.  [...]

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 [...]

SMS Return Message Routing In part 1 of this blog we looked at three options that enable an Agent to [...]

Pinpoint SMS For some time now, you have been able to channel SMS messages through the Amazon Connect CHAT API, [...]

Configuring Amazon Connect Voice Mail For several years we have been deploying a modified version of the Amazon Connect Voice [...]

Dynamic Call Centers? We can dynamically reconfigure our contact flows, the experience a caller has when calling our contact center.  [...]

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 [...]