Articles about Amazon Connect.

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What exactly is a Contact Trace Record?

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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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Direct Extension Dialing and queue based Voice Mail for Amazon Connect!

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Call Center with PBX like features? One of the most requested features folks deploying Amazon Connect typically ask for is the ability to directly dial an extension to reach a specific agent or team member.   Clearly Amazon Connect is not…
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Configure Amazon Connnect for SSO using Microsoft Azure

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Azure AD Configuration There is work that needs to be done on both sides and typically two different engineers will be working the issue, one on Azure and one in Connect.  Step one is for the Azure engineer to setup a new application using…
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Amazon Connect Lets folks text a request for call back!

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Is Call Back from Queue really that smart an option? Would of the current strategies for managing a customer interaction while waiting in queue is to offer a call back when an agent becomes available.   This option is offered to the caller…
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What are Amazon Connect "soft" Limits?

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Only Ten Phone Calls? If you are attempting to setup an Amazon Connect instance you need to understand some limiting parameters.  These are what Amazon terms "soft limits".  This means that you can request an increase through technical support. …
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Amazon Connect "Auto Post Call Customer Survey"?

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Setting up a Contact Flow to automatically transfer the caller to a post call survey is relatively easy in Amazon Connect. We use standar contact flows and several other AWS technology solutions to automate this process!
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Give Amazon Connect Phone system features with "Dial by Name" functionality

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use LEX to enable a "dial by name" directory and give your call center phone system like features!
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Amazon Connect Configuration - Tutorial Video!

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LEarn to configure an Amazon Connect Call Center soup to nuts! Tutorial includes FREE Contact Flow library you can import and use in both real life and with the tutorial. - DrVoIP
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Dextr adds Global Quick Connects for Amazon Call Centers!

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  Dextr Quick Connects Dextr has always had a “directory” service that enabled agents to transfer callers in and out of the Amazon Connect instance, typically to the company PBX. Dextr now makes it possible to add contacts to the…

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