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Notes from real deployments, covering what actually works when you are building or running a contact center.

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Customer waiting on a telephone callAmazon Connect

Powerful Amazon Connect Call Back from Queue Configuration Strategies!

The Amazon Connect Call Back from Queue Dilemma! Assume you have a call center that follows the sun from coast to coast!  You team starts in NY at 7AM EST and ends in California at 7PM PST.    You offer call back options to callers waiting…
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Telephone tree illustrationAmazon Connect

Building an "Appointment Reminder and Phone Tree" using Amazon Connect!

The Phone Tree Concept Phone Tree's are have a wide range of use cases from emergency notification alerts, to social function meeting announcements and even appointment reminders!   The generic functionality of this "Phone Tree" application,…
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AI contact center modernization illustrationAmazon Connect

Amazon Connect Call Center Frequently Asked Questions!

Executive Summary: Why Modern Contact Centers Win Amazon Connect is no longer just a cloud phone system. With integrated AI, real-time transcription, automated summaries, and intelligent agent assist, it becomes a measurable performance…
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Privacy policy signAmazon Connect

Amazon Connect - Start/Stop/Pause/Resume voice recording?

Recording and Analytics While configuring Amazon Connect contact flows you will find a "SET Recording and Analytics?  step that you can make use of to set the voice recording behavior.   When you set the recording behavior you select recording…
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Voice message mobile illustrationAmazon Connect

Amazon Connect - Play Pre-Recorded messages to remote Voice Mail?

Recorded Message Use Case In an outbound  call center an agent may make several hundred phone calls each and every working day.     When the person they dialed does not answer and the call is forwarded to voice mail, the Agent leaves a…
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Tips tricks and secrets illustrationAmazon Connect

Amazon Connect - Setting Caller ID and Name for Outbound dial by Agents

Amazon Connect Caller ID Name and Number basics! Historically, the only caller ID you can send, is that of a phone number that actually appears on your Amazon Connect instance.  This has now been modified and AWS will let you send the CID…
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Tips and tricks smartphone illustrationAmazon Connect

Amazon Connect Transfer to Queue or Transfer to Flow?

When to Transfer to Flow and Why? A typical call flow might have a caller reach an IVR Call Tree that offers options to reach different departments and workgroups in your company.   "Thank you for calling, Press 1 for Sales, Press 2 for Customer…
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Recording voice iconAmazon Connect

Dextr configures Amazon Connect Voice Call Recording by individual State Law!

To record or not to record, that is the question It is very common to call into a contact center and he the warning message "You phone call may be recorded to improve customer service".   Sometimes you might even hear "Press 1 if you do not…
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Historical data bar chartAmazon Connect

Amazon Connect Historical Reporting using Dextr Flex!

Dextr Flex adds a powerful new Historical Reporting Engine to Amazon Connect Call Centers!
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Dextr contact record filtersAmazon Connect

Amazon Connect Historical Reporting and Query Language!

Slice and Dice your Contact Records! Dextr now has a full Historical Reporting Engine for Amazon Connect.   A new ICON has been added to the dashboard navigation panel,  when clicked brings you into the Historical report generator. …
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Historical data bar chartAmazon Connect

What exactly is a Contact Trace Record?

Exactly what  is a CTR? Amazon Connect creates a "contact trace record" with a unique "contact ID" for each phone call in or out of the contact center.   Older legacy telephone folks would call this a SMDR or CDR (station message detail…
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Child using a telephoneAI Solutions

Dextr steps closer to AI in the Call Center with LENS integration!

  Dextr integrates transcriptions, comprehension and sentiment analysis ! Contact center supervisors are hungry for insight into things like whether agents are having effective conversations, whether any interesting trends in customer…
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Showing 12 of 296 posts

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