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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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“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 time metrics of calls in […]

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Dextr Explainer Video!

A Short to the point Whiteboard cartoon that outlines the features and benefits of the Dextr.Cloud dashboard solution!

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#AWS Connect setting Holiday Schedules and Ad-Hoc Closings!

Dextr enables you to setup Holiday Schedules and “ad hoc” Queue closings in #AWSConnect complete with a custom prompt to callers!

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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, so let them wait a few […]

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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 thousands of clients, all with […]

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