Entries by webmaster

AWS Connect Forced Release Behavior Option

Sometimes it is better to give folks what they want, rather than what they need! Over the years of working with call centers you develop a sense of what is a best practice and what is something that will be nothing but a problem! You do your best to educate folks on the issues and […]

AWS Connect voice prompts with POLLY text to speech.

One of the most challenging implementation tasks for an implementation engineer or application developer is getting the client stake holders to agree on customer audio prompts! Having implemented hundreds of call center solutions, having to wait for the client to get their IVR scripts together is the “black hole” of project management. So many other […]

“Live Look” for AWS Connect using Dextr.Cloud!

One of the most requested features we hear from clients when using AWS Connect , is the ability to “Cherry Pick” callers from Queue. Unfortunately, at this moment we have not yet developed that option, but we have taken the first step. Using the Dextr Dashboard HOME page, each Agent can now see near real […]

Arrange a Call Back from Queue?

  Setting up options for Callers waiting in Queue for “the next available representative” often include offering a call back option. Generally, it is a best practice to not offer this option immediately but queue the caller for some time before offering this option. They have already called in and you have answered the call, […]

Welcome to Dextr.Cloud

About a year ago, while deploying a very large cloud based call center from one of the Gartner groups upper right quadrant companies, Amazon announced AWS Connect! That was the day the disruption of all you ever knew about call centers changed forever! Most Call Centers, especially cloud based providers, have a platform that supports […]