Articles about Amazon Connect.

AgentHub queue and team visibility dashboard

AgentHub for Amazon Connect: Team Visibility, Agent Chat, and Call Parking

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An Amazon Connect agent can see the customer interaction in front of them. But can they see who else is available, what is happening in the queues they support, or which teammate can help right now? That missing team awareness matters. Contact-center…
Amazon Connect CI CD team workflow illustration

A Safer CI/CD Pipeline for Amazon Connect Customer

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A contact center can be changed in minutes. Recovering from a bad production change can take much longer. Amazon Connect gives teams powerful APIs and infrastructure-as-code options, but a safe release process needs more than an upload script.…
AWS automated list hygiene illustration

Amazon Connect Campaign Dialer: Why Clean Lists Mean More Connections

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Amazon Connect Campaign Dialer: Why Clean Lists Mean More Connections The Hidden Challenge Behind Every Dialer Deployment When organizations launch Amazon Connect V2 Campaign Dialer, the excitement is all about automation, scalability, and…
2025 Amazon Connect Contact Center Planning Guide cover

2025 DrVoIP Contact Center Planning Guide!

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Rethinking Your Amazon Connect Contact Center: Start with the Experience, Not the Technology When planning a new Amazon Connect contact center, the temptation is to jump straight into the technology — menus, routing profiles, integrations.…
Amazon Connect agent and customer illustration

Why Your Website and Call Center Should Be Besties: The Amazon Connect Love Story!

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Ever feel like your website and call center are two ships passing in the night? One's all flashy and interactive, the other's stuck in a queue playing elevator music. Well, buckle up, because integrating them with Amazon Connect is like giving…
Agent queue selection interface

"Pick and Park" feature?

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Pick & Park™ for Amazon Connect – Finally, Real Agent Call Control Amazon Connect is amazing – but sometimes, agents need more control than a routing flow can provide. That’s why we created Pick & Park™, a pair of features designed…
Agent queue cherry picking illustration

Amazon Connect Pick a Caller from Queue?

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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…
Amazon Connect demonstration experience illustration

Campaign Dialer History and the Current State of the Art in Amazon Connect

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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…
Toll free telephone number illustration

Would you answer a call from a toll free number?

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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…
DrVoIP contact center free trial illustration

Free Trial Demo Center !

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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…
Amazon Connect direct telephone call illustration

Enable Callers to Dial an Agent Direct?

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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…
Amazon Connect agent and customer illustration

Voice Mail Express for Amazon Connect!

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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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