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The ROI of the Dextr Dashboard for Amazon Connect Call Centers!

Amazon Connect the Call Center! Amazon Connect allows you to tap the very rich library of AWS Services including AI, Natural Language Processing, text to speech, transcriptions and translations!   Your Amazon Connect instance is scalable, resilient and fully redundant in the most widely respect cloud on the planet.  If you can “dream”  it, you can create a call center that […]

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Understanding the true cost of an Amazon Connect Call Centers!

Amazon Connect Basic Pricing Model Even the most hostile competitor will grant that Amazon has changed the pricing game in call center technology.   “No license fees” and “pay only for what you use” are compelling strategies that would stop a man on a galloping horse!   Amazon typically summarizes the cost of its Connect call center as consisting of three components; […]

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Can you “roll your own” Amazon Connect Call Center?

Amazon Connect is a wonderful “roll your own” call center, but does it provide all the features you need or will you need to hire an army of software engineers and consultants?

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What makes up a basic Amazon Connect Instance?

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 Amazon Connect Call Center?

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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