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What makes up a basic AWS Connect configuration?

Clearly the self service configuration of an AWS Connect instance is easy enough for a call center supervisor to setup! The drag and drop “contact flow” steps are easy to understand and simplify the configuration of a basic inbound call center. There are however many other services in the AWS Cloud tool kit that even a basic call center will […]

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A picture is worth a thousand words!

If you are in a customer service or technical support based call center, it is often easier to understand the customers problem if you can “see”it. Imagine a help desk that you could send a picture of that rack of equipment so the technician can tell you exactly which cable to unplug! Dont just call your insurance broker, but text […]

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AWS Connect + Dextr Quick Start Contact Flows!

OK you logged into your AWS Connect Instance, noted the instance Alias and have white listed Dextr.Cloud in your instance and are now at the https://go.dextr.cloud portal. While admin login tab is still open to your instance, bring up another tab in your Chrome browser and fill in your instance ID and login with your AWS credentials. After answering a […]

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Disposition Codes for AWS Connect?

Using AWS Connect and wondering how to add “Disposition Codes”, those little one line notes you select at the end of a phone call? If you would like searchable Disposition Codes for your AWS Call Center you need to meet Dextr.Cloud and the many other features this advanced agent dashboard brings to AWS Connect! The activity list now allows you […]

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AWS Connect Configuration Best Practices – Part 3 After Hours Call Flow

Providing options for callers to you contact center after normal business hours is always a good practice. Our standard “after hours call handler” makes use of several options: Send Caller to Voice Mail or Message Center Send a Text Alert to an on call team member The text notification step requires some additional AWS services including PinPoint, SNS and Lambda […]

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AWS Connect Configuration Best Practices – Part 2 Customer Queue Flow

Making the caller “comfortable” while waiting in queue for the next available agent is the primary role of a “customer queue flow”. Our standard practice is to provide a range of options that can be turned on or off as desirable for a specific CSQ. The main greeting contact flow discussed in Part 1 will attempt to hand the caller […]

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AWS Connect Configuration Best Practices – Part 1 Main Greeting options

Every Call Center is in fact unique, but the all share a common theme that can be encoded for recreating deployments quickly. Generally we divide Contact flows up into manageable contact flows that compartmentalize call handling. For example we generally create a MainGreeting, QueueHandling and After hours Call Handling call flow and these three basic contact flow blocks provide some […]

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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 make recommendations that you know […]

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AWS Connect voice prompts with POLLY text to speech.

Using Polly to speed your deployment time line and increase your call center customization efforts!

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Lex a conversational voice interface for AWS Connect call trees.

Historically touch tone “call trees” have over populated the IVR landscape prompting callers to “Press 1 for this and Press 2 for that”. This has been the standard since the first half of the last century! You would think that in the 21st century we would have a solution that can eliminate this kind of button pressing, sequential logic, menu […]

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