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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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Cybersecurity training and certification illustrationCompany & Perspectives

Why work with DrVoIP?

Quick overview of what it is like to work with DrVoIP along with a brief history of Amazon Connect Campaign dialer!
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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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DrVoIP contact center free trial illustrationAmazon Connect

Free Trial Demo Center !

Amazon Connect Demo Center We offer a complete Amazon Connect Contact center with all the bells and whistles free for you to try with up to 5 of your own team members.  We provide a dedicated phone number, a custom greeting with your company…
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Amazon Connect direct dial smartphone illustrationAI Solutions

Build an ai Receptionist for your call center

An ai Receptionist? Back when vacuum tubes were still part of the computer science curriculum in most colleges, I read a book by Norber Wiener entitled "the human use of human beings".   As the title suggested, lets free humans to do the…
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Amazon Connect direct telephone call illustrationAmazon Connect

Enable Callers to Dial an Agent Direct?

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…
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Amazon Connect agent and customer illustrationAmazon Connect

Voice Mail Express for Amazon Connect!

Voice Mail solution for Amazon Connect for the last few years AWS has made a voice messaging solution available for Amazon Connect deployments available for download from Github.   This was a feature rich solution offering a needed feature. …
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VoIP planning guide illustrationAmazon Connect

Amazon Connect 2025 Update Tutorial

Amazon Connect 2025 Update! During the past year and as we enter 2025, Amazon Connect has made some significant changes.  AWS has added new channels including SMS, Video and Email, many new features including AI assistance and a refreshing…
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Application stack architecture diagramAmazon Connect

Amazon Connect "Tool Kit"

Building Tools for Amazon Connect Administration Over the years I have come to learn that if the folks who develop products, especially technology solutions, actually installed the products they develop we would have better installation and…
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AWS contact center SMS agent illustrationAmazon Connect

How can an Agent Originate an SMS message in Amazon Connect ! - Part 2 Routing the Return Message

SMS Return Message Routing In part 1 of this blog we looked at three options that enable an Agent to make originate an SMS message: Option 1 - User a TASK Template Option 2 - Create an HTML Form (DrVoIP favors this approach) Option…
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AWS messaging agent illustrationAmazon Connect

How can an Agent Originate an SMS message in Amazon Connect !

Pinpoint SMS For some time now, you have been able to channel SMS messages through the Amazon Connect CHAT API, using Pinpoint services.  Typically, you would create a new project, enable SMS and then use SNS to trigger a lambda function to…
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