Category: Business

cloud

While creating the vision for your Contact Center in the cloud, businesses have an opportunity to consider other elements that can be added to improve the customer experience. Evaluating applications and services that can add value to the way customers interact with your company will keep them satisfied and ultimately, impact the company’s bottom line. […]

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VoiceFoundry’s Luke McNamara has previously written a Blog about the power of using AWS Lambda to access customer data. It’s one of a number of cloud services that make up Amazon’s Cognitive CX suite.  Luke continues his examination of the advances being made in the traditional contact center technologies, utilizing his 20 years in the industry to […]

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Notification

What happens when a Contact Center agent has their headset plugged in but steps away from their computer and then receives a call?  Or if the agent misses the browser notification that pops up at the bottom of their screen?  Wouldn’t it be nice to enable an additional notification ringtone that plays through a different […]

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Voicemail

Voicemail still holds a great deal of relevance within the modern contact center and is often fundamental to acceptable customer communication. VoiceFoundry delivers Voicemail for Amazon Connect as a vital element for our customers’ contact center operations. This solution provides both agents and supervisors the ability to access voicemail messages on the fly, from any device. […]

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In this Blog post, we’re going to take a look at the kinds of Data generated by Amazon Connect.  This will be the first of a 3 part series that takes a deep dive into this important element – Data. In Part 1 we’ll look at the 7 different types of Data generated by Amazon […]

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Amazon has made creating a chatbot easy with Amazon Lex.  It is intuitive and quick to get going and there are some excellent blogs and white papers out there to teach you how to get started. However, these resources will only be appropriate to convey very simple ideas and have basic conversation with your customers. […]

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