Insights for technical managers.

Private and public language model comparison

Why Companies Are Choosing Private LLMs Over Public AI Models in 2025

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Our own LLM! By DrVoIP — Where IT Meets AI, in the Cloud Introduction: The Shift Toward Private Intelligence AI has moved from “interesting demo” to mission-critical infrastructure. As organizations push AI deeper into customer…
Amazon Bedrock SageMaker and Lex illustration

AI in Amazon Connect: How Bedrock, Lex, and SageMaker Work Together

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Artificial Intelligence (AI) is transforming customer service — but figuring out how it actually fits into Amazon Connect can feel like drinking from a firehose. If you’ve heard about Amazon Bedrock, Lex, and SageMaker, and wondered which…
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…
AWS AI and Google AI comparison illustration

AWS AI or Google AI?

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Amazon Bedrock vs Google Vertex AI — Who’s Winning the AI Race? AI is no longer a buzzword — it’s the new business backbone. Whether you’re automating a contact center, building customer analytics, or integrating natural language…
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…
Amazon Connect direct dial smartphone illustration

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…
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. …
VoIP planning guide illustration

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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