Articles about Amazon Connect.

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Amazon Connect Configuration Best Practices – Part 3 After Hours Call Flow with SMS!

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You can use a TEXT message to alert an on call team member that an after hours caller needs emergency assistance!
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Amazon Connect Arrange a Call Back from Queue?

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Setting up options for Callers waiting in Queue for "the next available representative" often include offering a call back option. Generally, it is a best practice to not offer this option immediately but queue the caller for some time…
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Amazon Connect replaces ShoreTel Workgroups with the Dextr Dashboard!

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

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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…
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The Achilles Heel of all Cloud Based Call Centers!

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The Cloud Call Center Problem Statement! A very common call center requirement is the ability to route a call based on the DNIS number dialed.  This is simple enough when you have only a few DNIS numbers to manage, but consider this application: …
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Building an AWS Call Center is the definition of a "Disruptive" technology"!

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AWS Connect - A Game Changer! It has been almost a year since we first took a look at the AWS Connect Call Center service and what a year it has been.   Since it's pubic release, AWS is most likely the fastest growing Call Center solution in…

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