From the Blog

Recent thinking on Amazon
Connect, AI, and cloud infrastructure

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

Explore by topicBrowse categories and tags to find the insights you need.

TagsPopular topics

Browse all 487 tags

Contact center terminology word cloud

Amazon Connect Call Center Planning

Basic Amazon Connect Configuration Overview Creating an Amazon Connect cloud based call center is relatively easy for a non-technical business process manager to implement. You do not have to be a software engineer to get a basic inbound…

Contact center and mobile pricing illustration

The ROI of the Dextr Dashboard for Amazon Connect Call Centers!

Features development for Amazon Connect is limited only by your imagination. To realize your call center dream however, requires an army of software engineers and outside consultant. Optionally, you could just use a Dexter Dashboard at .007 a logged in minute!

Fixed and variable cost puzzle illustration

Understanding Amazon Connect Call Center Pricing!

Trying to understand the cost of an AWS Connect call center takes some analysis! In this blog we walk through ...

What makes up a basic Amazon Connect Call Center?

AWS Connect is simple to setup, but you may need some software engineering assistance to take advantage of other AWS Services!

Contact center messaging channels illustration

Why would you text a picture to your Amazon Connect call center?

Sending Text messages with pictures to your call center can be a major time saver ...

First Responders Bible book cover

IT First Responder SMS Hotline!

If you work in an enterprise IT environment as a team member you know the drill for a system down emergency. Someone alerts someone that the users are unable to access the Corporate Intranet! Panic! A ticket is initiated at the corporate help…

Contact center team photo collage

Amazon Connect Forced Release Behavior Option

Forced Release or Wrap Behavior for agents that miss a phone call?

Amazon Connect voice prompts with POLLY text to speech.

Using Polly to speed your deployment time line and increase your call center customization efforts!

Lex a conversational voice interface for Amazon Connect call trees.

Historically touch tone "call trees" have over populated the IVR landscape prompting callers to "Press 1 for this and Press 2 for that". This has been the standard since the first half of the last century! You would think that in the 21st century…

Holiday calendar illustration

Amazon Connect replaces ShoreTel Workgroups with the Dextr Dashboard!

Replace ShoreTel Workgroups with AWS Connect1 Recently we had a client with a very specific set of requirements and DrVoIP was able to satisfy with Dextr dashboard! The client had a ShoreTel deployment that used ShoreTel Workgroups. ShoreTel…

Multichannel contact center icons

Dextr a Customized Agent Dashboard for #Amazon Connect Call Center!

AWS Connect CCP Building out call centers on AWS, you learn a lot about opportunities for productivity enhancements! One of the first issues that we noted was that the standard Contact Control Panel or CCP, which is basically a WebRTC soft…

Contact center customer channels illustration

Front End your Call Center with Twilio Appointment Reminder!

Send a Text or add more Telephone lines? We have long been a proponent of using more text solutions in the call center. From our perspective it makes more sense to let clients text you customer service team than it does to add more telephone…

Showing 12 of 194 posts

Free Resource

Amazon Connect Planning Guide - 2026 Edition

A practical planning guide covering discovery questions, architecture options, and a realistic checklist for moving a call center onto Amazon Connect, built from more than 100 real deployments.

Request the Guide Browse all resources ›