Insights for technical managers.

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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…
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Amazon Connect - Is today a Holiday?

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Is Today A Holiday? Having deployed hundreds of CISCO UCCX and ShoreTel ECC and other Contact Centers, checking to see if today is a holiday seemed to be the "minimum daily adult requirement" for contact center management.  In fact one of the…
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DrVoIP Amazon Connect Tech Tip - LEX Bot Versions!

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Well, it is the 21st century and though we still drag around fax machines, we do seem to be getting away from Touch Tone Call Tree IVR systems!  Really, are you not tired of "Press 1 for this and Press 2 for that"?   I know I am at every…
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Amazon Connect Tips, Tricks and Trouble Shooting!

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What no Delete for Contact Flows? One of the first discoveries you will make while configuring contact flows is that you can NOT delete a contact flow.   Once it is created, you can "save as" but you cannot delete it.  There is a good reason…
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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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Amazon Connect Call Center Planning

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Basic Amazon Connect Configuration  Overview Creating an Amazon Connect cloud based call center is relatively easy for a non-technical business process manager to implement.  You do not have to be a software engineer to get a basic inbound…
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What makes up a basic Amazon Connect Call Center?

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AWS Connect is simple to setup, but you may need some software engineering assistance to take advantage of other AWS Services!
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Why would you text a picture to your Amazon Connect call center?

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Sending Text messages with pictures to your call center can be a major time saver ...
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IT First Responder SMS Hotline!

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If you work in an enterprise IT environment as a team member you know the drill for a system down emergency. Someone alerts someone that the users are unable to access the Corporate Intranet! Panic! A ticket is initiated at the corporate help…
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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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