Tag: agent

When migrating from one system to another there are many business processes that can be affected, some of which cannot be easily changed. We have several customers who had this very scenario with regards to the agent extension. The routing of customers to agents within Amazon Connect is based around the concept of Queues. For […]

Read More…

Everyone has heard of the enormous amount of benefits when migrating to the cloud, but what does that mean from a customer’s point of view? I mean nobody really wants to call into a contact center… ever. Its no wonder the majority of calls end up in hang ups and frustration and most of the […]

Read More…

  With today’s ever competing, transparent marketplace, it’s easier than ever for consumers to shop around with the touch of a button to find not only the best deal, but also the best company to do business with.  Reviews, both good and bad, are readily available from a mass of one click links. So how do […]

Read More…