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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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Dextr contact center metrics dashboardAmazon Connect

Amazon Connect & Dextr now support Chat

Dextr Website Chat Integration The ability to integrate your Company Website with your call center is a powerful customer experience management tool.  Being able to integrate your website with a ChatBot is even more powerful, but imagine the…
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Callback illustrationAmazon Connect

Amazon Connect Deep Call Back Option! - a lesson in Contact Attributes

The Call Back Dilemma ! It is now common place to hear an option while you are on hold in a call center that suggests "If you would like to arrange a call back when an agent is available, press 1 or continue to hold for the next available agent". …
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Helpful tips sticky noteAmazon Connect

Amazon Connect - A Voice Mail Solution!

What no Voice Mail? One of the surprises you get when working with Amazon Connect is the fact that, out of the box, there is no voice messaging capability.   However, given the rich library of services available in the AWS ecosystem, you can…
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Helpful tips sticky noteAmazon Connect

Amazon Connect - Is today a Holiday?

Is Today A Holiday? Having deployed hundreds of CISCO UCCX and ShoreTel ECC and other Contact Centers, checking to see if today is a holiday seemed to be the "minimum daily adult requirement" for contact center management.  In fact one of the…
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Helpful tips letter tilesAI Solutions

DrVoIP Amazon Connect Tech Tip - LEX Bot Versions!

Well, it is the 21st century and though we still drag around fax machines, we do seem to be getting away from Touch Tone Call Tree IVR systems!  Really, are you not tired of "Press 1 for this and Press 2 for that"?   I know I am at every…
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Marketplace telephone illustrationCompany & Perspectives

Facebook Marketplace Ebay Scam!

If Facebook and Google are so all knowing, how do they allow rip offs like this to not only exist, but profit from?
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Helpful tips letter tilesAmazon Connect

Amazon Connect Tips, Tricks and Trouble Shooting!

What no Delete for Contact Flows? One of the first discoveries you will make while configuring contact flows is that you can NOT delete a contact flow.   Once it is created, you can "save as" but you cannot delete it.  There is a good reason…
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DrVoIP 2019 Amazon Connect Service Delivery Partner certificateAmazon Connect

A Call Center for Cheap, Penny Pinching, Tightwads on a budget!

We Design, Deploy, Service and Customize Amazon Connect! Since 2008 DrVoIP had been working  in the support of VoIP based call centers from CISCO, Avaya and Mitel/ShoreTel solutions.   Since 2017 we have focused exclusively on AWS services…
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Contact center headset iconAmazon Connect

Amazon Connect Email Routing using Dextr.Cloud

The Dextr Dashboard for Amazon Connect Agents has added email routing to its existing voice and SMS/MMS channels.   Similar to a voice call, an incoming email message is routed to the next available in the queue assigned for email.   Dextr…
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Social media acceptable use illustrationLegacy Services

Enhance your ShoreTel ECC with Speech Recognition & Chat Bots!

Press 1 for English! Two characteristics of telecom technology in the 21st century continue to not make sense to us.  Why are we still using fax?  How come we still "Press 1 for this and Press 2 for that"?   I mean really, it is the 21st…
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Contact center terminology word cloudAmazon Connect

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…
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Contact center and mobile pricing illustrationAmazon Connect

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!
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