Insights for technical managers.

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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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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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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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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 Deep Call Back Option! - a lesson in Contact Attributes

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The Call Back Dilemma ! It is now common place to hear an option while you are on hold in a call center that suggests "If you would like to arrange a call back when an agent is available, press 1 or continue to hold for the next available agent". …

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