Insights for business managers.

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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…
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Build an ai Receptionist for your call center

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An ai Receptionist? Back when vacuum tubes were still part of the computer science curriculum in most colleges, I read a book by Norber Wiener entitled "the human use of human beings".   As the title suggested, lets free humans to do the…
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Amazon Connect 2025 Update Tutorial

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Amazon Connect 2025 Update! During the past year and as we enter 2025, Amazon Connect has made some significant changes.  AWS has added new channels including SMS, Video and Email, many new features including AI assistance and a refreshing…
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Amazon Connect Video Update:

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Transforming Customer Service with Visual Interaction In April 2022, we introduced our first blog and demo showcasing the integration of video into call centers using Amazon Connect. Since then, the potential applications for video in customer…
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Amazon Connect Emergency Notification System

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Emergency Notification? There are a number of use cases for an application that can process a list of contacts to be notified by voice message of an impending event.  The event may be an emergency or  a notification of a community activity…
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"Do it yourself" kit for deploying an advanced Amazon Connect Instance!

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Dynamic Call Centers? We can dynamically reconfigure our contact flows, the experience a caller has when calling our contact center.   To do this, we us DNIS (i.e. dialed number information services) essentially using the number the caller…
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Agent Step-by-Step Guide

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Amazon Connect Agent Scripts? We have been very impressed with Amazon Connect's growing move into an embedded CRM.  Customer Profiles and Cases are powerful capabilities that are now integrated in the "pay only for what you use" cloud based…
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Amazon Connect adds a CRM package?

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Is Amazon building a CRM Competitor? Amazon Connect continues to innovate and is adding new features at an accelerated rate.   They do not seem to be leaving any flesh on the bones for other third party providers and seem to be taking aim…
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Deploy an Amazon Connect Contact Center for $195?

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Pay Only for what you use We have been working with Amazon Connect since the product was introduced back in 2017.   "Pay only for what you use" is a very attractive economic principle!  We note that a lot of folks login into AWS and spin…
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Adding Video to your Amazon Connect Contact Center

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Why Video? If a picture is worth a thousand words then a video is an encyclopedia of information!   I remember a team building exercise in communications in which all the team mates sat with their back to the grease board at the front of…
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Amazon Connect Call Center Frequently Asked Questions!

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Executive Summary: Why Modern Contact Centers Win Amazon Connect is no longer just a cloud phone system. With integrated AI, real-time transcription, automated summaries, and intelligent agent assist, it becomes a measurable performance…
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Dextr configures Amazon Connect Voice Call Recording by individual State Law!

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To record or not to record, that is the question It is very common to call into a contact center and he the warning message "You phone call may be recorded to improve customer service".   Sometimes you might even hear "Press 1 if you do not…

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