Tag Archive for: Call Recording

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Free Trial Demo Center !

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Amazon Connect Demo Center We offer a complete Amazon Connect Contact center with all the bells and whistles free for you to try with up to 5 of your own team members.  We provide a dedicated phone number, a custom greeting with your company…
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Can you Delete an Amazon Connect Contact Flow?

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Out of the Box? AWS has configured the contact center to work out of the box.  Add a phone number, define at least one agent and using the default contact flows, you can be taking phone calls in minutes.   The contact center features will…
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Amazon Connect - Start/Stop/Pause/Resume voice recording?

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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…
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Dextr configures Amazon Connect Voice Call Recording by individual State Law!

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To record or not to record, that is the question It is very common to call into a contact center and he the warning message "You phone call may be recorded to improve customer service".   Sometimes you might even hear "Press 1 if you do not…
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What exactly is a Contact Trace Record?

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Exactly what  is a CTR? Amazon Connect creates a "contact trace record" with a unique "contact ID" for each phone call in or out of the contact center.   Older legacy telephone folks would call this a SMDR or CDR (station message detail…
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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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Recording ShoreTel phone calls!

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Call Center not Required! Long the standard in boiler room call center applications, recording calls is often a requirement outside the call center.    There are any number of reasons to record calls for including compliance, clarity and…
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Configuring Compliance Recording with CISCO Workforce Optimzaiton

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For compliance will you Record Audio or Screen? There are a range of products and services that can be used to "record" phone calls on a CISCO CUCM, UCCX and UCCE. These products range in sophistication from services that simply save a wav file…
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Memorial Day and ShoreTel Holiday Greetings Schedules!

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It happens every year, every holiday at exactly the same time.  Usually, at 4PM the day before the “holiday” that everyone know was coming, your entire client base calls to ask you how to change the Automated Attendant for a holiday greeting!…
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ShoreTel Star Codes!

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Though I know we have readers out there who have never seen a rotary dial telephone (or a 33 RPM record), many readers will be familiar with “star codes”. Star Codes have been generally well known to most phone users since the inception…
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ShoreTel Contact Center C2G Interaction Reports

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Prior to release of ShoreTel Contact Center Version 5.0, reporting was essentially statistical analysis. The Contact Center had very useful report generation capabilities that included the ability to add and delete columns to existing pre-defined…

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