Insights for business managers.

Dextr contact record filters

Amazon Connect Historical Reporting and Query Language!

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Slice and Dice your Contact Records! Dextr now has a full Historical Reporting Engine for Amazon Connect.   A new ICON has been added to the dashboard navigation panel,  when clicked brings you into the Historical report generator. …
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Dextr steps closer to AI in the Call Center with LENS integration!

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  Dextr integrates transcriptions, comprehension and sentiment analysis ! Contact center supervisors are hungry for insight into things like whether agents are having effective conversations, whether any interesting trends in customer…
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Advanced Post Call Survey using Amazon Connect and LENS!

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Post Call Survey configurations Configuring a post call survey in Amazon Connect is very straight forward and many others have outlined strategies for doing such a configuration.    The usual strategy typically prompts the caller to enter…
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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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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…
Dextr contact center metrics dashboard

Amazon Connect & Dextr now support Chat

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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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Amazon Connect - A Voice Mail Solution!

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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…
DrVoIP 2019 Amazon Connect Service Delivery Partner certificate

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

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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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Amazon Connect Email Routing using Dextr.Cloud

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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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Enhance your ShoreTel ECC with Speech Recognition & Chat Bots!

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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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