“Your call is important, please continue to hold”…. is this really necessary? In this blog post we discuss what is callback in queue and how to use the valuable tool. What is callback in queue? Callback in queue (CBiQ) is a technology that enables telephone callers to keep their place in queue with a q-bot, […]
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 […]
The release of Amazon Connect in 2017 was revolutionary for contact centers. Since then, AWS has made a steady stream of improvements. One such improvement, made without fanfare, was the speed with which you can iterate on Contact Flows. Previously, when publishing a change to a Contact Flow, you would need to wait sixty seconds […]
Most people dread calling their airline, bank, insurance company or other customer service lines only to go through a litany of “press one for…” prompts before hanging up in frustration – often without getting their questions answered or grievances resolved. Enter VoiceFoundry, which is banking on organizations placing increasing value on their customer experiences. The […]
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VoiceFoundry’s customers benefit from the power of Salesforce with contact center solutions Tulsa, Okla. January 16, 2020 – VoiceFoundry, a global provider of enterprise, cloud-based contact center solutions leveraging Amazon Web Services (AWS) and an authorized Amazon Connect reseller partner, announced today that it has launched its Consultant Listing on Salesforce AppExchange, empowering customers to […]
