Press 1 for English! Two characteristics of telecom technology in the 21st century continue to not make sense to us.  [...]

Basic Amazon Connect Configuration  Overview Creating an Amazon Connect cloud based call center is relatively easy for a non-technical business [...]

Amazon Connect the Call Center! Amazon Connect allows you to tap the very rich library of AWS Services including AI, [...]

For Immediate Release! DrVoIP Achieves the Amazon Connect Service Delivery Designation May 15, 2019 DrVoIP announced today that it has [...]

Amazon Connect Basic Pricing Model Even the most hostile competitor will grant that Amazon has changed the pricing game in [...]

Simplicity! Clearly the self service configuration of an AWS Connect instance is easy enough for a call center supervisor to [...]

If you have ever worked in a help desk technical support role in a call center environment, you have always [...]

If you work in an enterprise IT environment as a team member you know the drill for a system down [...]

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 [...]

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 [...]