The Phone Tree Concept Phone Tree's are have a wide range of use cases from emergency notification alerts, to social [...]

What is Amazon Connect? Amazon Connect is a modern, cloud-based contact center platform from AWS that enables businesses to deliver [...]

Recording and Analytics While configuring Amazon Connect contact flows you will find a "SET Recording and Analytics?  step that you [...]

Recorded Message Use Case In an outbound  call center an agent may make several hundred phone calls each and every [...]

Amazon Connect Caller ID Name and Number basics! Historically, the only caller ID you can send, is that of a [...]

When to Transfer to Flow and Why? A typical call flow might have a caller reach an IVR Call Tree [...]

To record or not to record, that is the question It is very common to call into a contact center [...]

Real time or Historical Report? If you think about reporting there is a fine line that separates a "real time" [...]

Slice and Dice your Contact Records! Dextr now has a full Historical Reporting Engine for Amazon Connect.   A new ICON [...]

Exactly what  is a CTR? Amazon Connect creates a "contact trace record" with a unique "contact ID" for each phone [...]

  Dextr integrates transcriptions, comprehension and sentiment analysis ! Contact center supervisors are hungry for insight into things like whether [...]

Post Call Survey configurations Configuring a post call survey in Amazon Connect is very straight forward and many others have [...]

Quick overview of what it is like to work with DrVoIP along with a brief history of Amazon Connect Campaign [...]

A Brief History Amazon Connect was introduced in 2017 as a revolutionary, cloud-native contact center solution from AWS. That same [...]

Campaign Dialer Feature Request? We are often asked to comment on how to increase answer rates on cold calls.   Calls [...]

Amazon Connect Demo Center We offer a complete Amazon Connect Contact center with all the bells and whistles free for [...]

Amazon Connect 2025 Update! During the past year and as we enter 2025, Amazon Connect has made some significant changes.  [...]

Pinpoint SMS For some time now, you have been able to channel SMS messages through the Amazon Connect CHAT API, [...]

Configuring Amazon Connect Voice Mail For several years we have been deploying a modified version of the Amazon Connect Voice [...]

Dynamic Call Centers? We can dynamically reconfigure our contact flows, the experience a caller has when calling our contact center.  [...]

Amazon Connect Agent Scripts? We have been very impressed with Amazon Connect's growing move into an embedded CRM.  Customer Profiles [...]

Is Amazon building a CRM Competitor? Amazon Connect continues to innovate and is adding new features at an accelerated rate.  [...]

Pay Only for what you use We have been working with Amazon Connect since the product was introduced back in [...]

Why Video? If a picture is worth a thousand words then a video is an encyclopedia of information!   I remember [...]

Would You Let Agents “Cherry Pick” Callers from the Queue? Not everyone agrees with the idea—but in some situations, allowing [...]

Direct Dial and Agent? Not every contact center wants callers to be able to dial a specific agent directly.  In [...]

Voice Mail solution for Amazon Connect for the last few years AWS has made a voice messaging solution available for [...]

SMS Return Message Routing In part 1 of this blog we looked at three options that enable an Agent to [...]

Pinpoint SMS For some time now, you have been able to channel SMS messages through the Amazon Connect CHAT API, [...]

Configuring Amazon Connect Voice Mail For several years we have been deploying a modified version of the Amazon Connect Voice [...]

Dynamic Call Centers? We can dynamically reconfigure our contact flows, the experience a caller has when calling our contact center.  [...]

Out of the Box? AWS has configured the contact center to work out of the box.  Add a phone number, [...]

Route by DNIS? A common call center request is to provide a custom greetings or route a call to a [...]

Is Amazon building a CRM Competitor? Amazon Connect continues to innovate and is adding new features at an accelerated rate.  [...]

The Amazon Connect Call Back from Queue Dilemma! Assume you have a call center that follows the sun from coast [...]

Recording and Analytics While configuring Amazon Connect contact flows you will find a "SET Recording and Analytics?  step that you [...]