Agents in Multiple Queues One of the more requested features among call center managers is to freely move Agents in [...]

Geo-location Wifi databases? How many of you are aware that there are maps, accessible to the public that show your [...]

Dextr Website Chat Integration The ability to integrate your Company Website with your call center is a powerful customer experience [...]

The Call Back Dilemma ! It is now common place to hear an option while you are on hold in [...]

What no Voice Mail? One of the surprises you get when working with Amazon Connect is the fact that, out [...]

Is Today A Holiday? Having deployed hundreds of CISCO UCCX and ShoreTel ECC and other Contact Centers, checking to see [...]

Well, it is the 21st century and though we still drag around fax machines, we do seem to be getting [...]

The Famous Facebook Marketplace Scam! It seems that some folks on the planet have nothing better to do than figure [...]

What no Delete for Contact Flows? One of the first discoveries you will make while configuring contact flows is that [...]

We Design, Deploy, Service and Customize Amazon Connect! Since 2008 DrVoIP had been working  in the support of VoIP based [...]

The Dextr Dashboard for Amazon Connect Agents has added email routing to its existing voice and SMS/MMS channels.   Similar to [...]

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

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 [...]