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Amazon Connect and Bedrock agentic architecture comparison

Where Contact Center AI Stops — and Agentic Applications Begin

Agentic Automation, AI Solutions, Business Managers, Technical Managers

Not all AI is agentic - by design Artificial intelligence is moving quickly, and with that speed comes confusion — especially when very different technologies are described using the same words. Amazon Connect’s recent release…

Amazon Connect adds a CRM package?

Amazon Connect, Business Managers, Messaging & Integrations, Technical Managers

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…

Amazon Connect - Start/Stop/Pause/Resume voice recording?

Amazon Connect, Technical Managers, Voice & Routing

Recording and Analytics While configuring Amazon Connect contact flows you will find a "SET Recording and Analytics? step that you can make use of to set the voice recording behavior. When you set the recording behavior you select recording…

What are Amazon Connect "soft" Limits?

Amazon Connect, Deployment & Automation, Technical Managers

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. …

Amazon Connect CRM Integrations and Custom Phone (CCP)

Amazon Connect, Messaging & Integrations, Technical Managers

Hos do you integrate Amazon Connect with your business process? What is a custom softphone look like>?

Amazon Connect Custom Integration tools!

Amazon Connect, Messaging & Integrations, Technical Managers

Learn how to integrate AWS Connect with the use of popular AWS services like Lambda and DynamoDB!

Contact center customer channels illustration

Front End your Call Center with Twilio Appointment Reminder!

Business Managers, Cloud Services, Communications & Collaboration, Technical Managers

Send a Text or add more Telephone lines? We have long been a proponent of using more text solutions in the call center. From our perspective it makes more sense to let clients text you customer service team than it does to add more telephone…

ngrok tunneling architecture illustration

WTF is Ngrok?

Cloud Services, Networking & Connectivity, Technical Managers

Ngrok better than sliced bread! As a software engineer developing telecom based web applications, testing and validating software can be a major time sync. How do you get your lab system on the Internet, accessible with a public IP, so you…

Sending Text Messages to your Shoretel ECC or CISCO UCCX Contact Center?

Business Managers, Legacy Services, Multi-vendor Telephony, Technical Managers

We recently had an opportunity to create an emergency notification text messaging system for a financial service application built on ShoreTel iPBX and ECC technology. The requirement was to push out text based alerts to individual or groups…

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