Tag Archive for: Customer Experience

2025 Amazon Connect Contact Center Planning Guide cover

2025 DrVoIP Contact Center Planning Guide!

, ,
Rethinking Your Amazon Connect Contact Center: Start with the Experience, Not the Technology When planning a new Amazon Connect contact center, the temptation is to jump straight into the technology — menus, routing profiles, integrations.…
Amazon Connect agent and customer illustration

Why Your Website and Call Center Should Be Besties: The Amazon Connect Love Story!

, ,
Ever feel like your website and call center are two ships passing in the night? One's all flashy and interactive, the other's stuck in a queue playing elevator music. Well, buckle up, because integrating them with Amazon Connect is like giving…
Agent queue cherry picking illustration

Amazon Connect Pick a Caller from Queue?

, , ,
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…
Helpful tips sticky note

Amazon Connect Lets folks text a request for call back!

, ,
Is Call Back from Queue really that smart an option? Would of the current strategies for managing a customer interaction while waiting in queue is to offer a call back when an agent becomes available.   This option is offered to the caller…
Contact center terminology word cloud

Amazon Connect Call Center Planning

, , ,
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…
Mobile messaging notification illustration

Why your call center needs "TEXT" solutions!

, ,
21st Century Call Centers still operate with 1980 business models! I have been working with inbound call center for some 40+ years and despite all the"omni" channel technology the inbound call center model has not changed very much.   Those…
Mobile messaging notification illustration

Call, Click or Text your Contact Center?

, ,
Mobile devices are the most ubiquitous devices on the planet! Text messages are read almost instantly, never miss their target and are high impact, high content messages. Why continue to increase the number of incoming telephone lines to your…
Mobile messaging devices

Is your Contact Center “Smartphone“ enabled?

, ,
“When it comes to customer engagement options, digital contact will surpass voice contact in contact centers in less than two years.   This prediction by Dimension Data also highlights not only are most Contact Centers unable to deal with…
Contact center terminology word cloud

Top 5 Trends Transforming your Contact Center!

, ,
The Contact Center is being transformed at a rate of change that is beyond the ability of current management strategies to identify and react.   Most contact centers are still using 1990 thinking in a 2020 world!  The adoption rate of Smartphones,…
WebRTC browser communications illustration

WebRTC to change the Contact Center For Ever! Enter Amazon Mayday Button!

, ,
Last month we wrote that we believed that webRTC had the potential to change the business communications landscape forever especially as it related to contact centers!  Little did we know that in less than a month, Amazon would do just that…
DrVoIP smartphone menu preview

New ECC Feature - Smartphone based "Visual IVR"!

, , ,
Imagine that you go to a restaurant, ask for the menu and the waiter hands you a phone?   You lift the handset and hear "Thank you for coming to our Restaurant home of great food and fine dining.  For breakfast, please dial one; for Lunch…

Showing 12 of 16 posts

DrVoIP logo

Building cloud communications and contact center solutions since 2008.

DrVoIP on YouTube
Peter Buswell on LinkedIn

Services

Amazon Connect
AI Solutions
Cloud Services
Case Studies

Company

About Peter
Resources
Blog
Contact

Talk to us

844-4DrVoIP
grace@drvoip.com

© 2026 DrVoIP. All rights reserved.