Category: Business

LIVE WEBINAR: Apr 6, 2021 8AM PT / 11AM ET: Discover how to quickly drive changes in your contact center by leveraging the power of Amazon Connect. Learn the key strategic ways Contact Center + CX Leaders around the world use this preferred cloud-contact center platform to elevate efficiencies, reduce operational costs, and deliver superior […]

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By Henry Foster January is usually the time I sit back and review the previous 12 months. Maybe it’s just me but it’s hard to believe that 2020 was only 366 days long. My conclusion – nothing has happened, yet everything has changed. Here at VoiceFoundry, 2020 included several significant milestones, one of which included […]

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VoiceDrop Architecture

Several of our customers ask us ‘how can we provide agents the ability to leave pre-recorded messages on a customers’ voicemail system’. This is also known as Voice Drop. In this article, we cover how this can be solved using Amazon Connect. What is Voice Drop? Many companies require the need to make outbound calls […]

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2020 ushered in significant change in the manner and speed at which contact centers are adapting to new business requirements along with ever changing customer behaviors. Public and private sectors have been impacted in ways not previously seen and social distancing impacts on the contact center are far reaching and long lasting. Thankfully, Amazon Connect […]

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CloudWatch Insights

So, you have your Amazon Connect Contact Center setup and live.  With the Real-Time and Historical Reports available in the Connect Console, you’re able to see all the calls coming and going, which queues are full or empty, and which agents are busy or available.  Here we can understand your caller’s experience once they have […]

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