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July 12, 2020
What’s new with Amazon Connect?

Keeping up with all of the new features that are constantly being released within the AWS ecosystem is next to impossible. However, keeping up with all of the Amazon announcements that affect just Amazon Connect is much more doable. That’s why we’ve rounded up the latest from Connect in the month of June 2020 and […]

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July 9, 2020
The New Age of Customer Experience – Cloud Contact Centers

Contact centers have been an important fixture in global business since the 1960’s and continue to impact how companies engage with their customers today.  My first experience with contact centers was in the early 2000’s with a business process outsourcing company in Sandy, Utah called Affiliated Computer Services.  ACS was like all other call centers […]

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July 5, 2020
Amazon Connect for Business Continuity and Disaster Recovery

The concept of business continuity is defined as an organization’s ability to ensure operations and core business functions are not severely impacted by a disaster or unplanned incident that take critical systems offline. Conversely, Disaster Recovery is the process of getting all important IT infrastructure and operations up and running following an outage. To be […]

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June 29, 2020
Introducing SalesForce Service Cloud Voice

Let’s talk about SalesForce Service Cloud Voice for a second Full Disclosure: As of the publishing of this blog, I have not yet actually experienced a live hands-on demo with this product. What has been painfully true for Amazon Connect followers since the CCaaS platform was launched in March 2017 is the fact that a […]

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May 21, 2020
Top Benefits of a Cloud-Based Contact Center

As we settle into a post-COVID era of remote work and increased online communications, many companies are exploring ways to keep their business running smoothly and efficiently. Because most non-essential workplaces have sent their employees home in accordance with social distancing guidelines, traditional legacy call centers are no longer a viable option. But how can […]

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May 21, 2020
Expert Systems in Artificial Intelligence (AI)

As companies become more comfortable with adopting artificial intelligence (AI) technology into their business models, a growing number of businesses are considering the value of expert systems and wondering how this new technology can optimize growth in the digital age. Expert systems are designed to help companies to solve complex challenges and accomplish everyday tasks […]

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April 28, 2020
How To Set Up A Call Center From Scratch

A recent global report showed that 96% of respondents cited customer experience as important in their choice of loyalty to a brand. For companies hoping to expand their reach and influence in 2020, numbers like this are simply too high to ignore. But what can your business do to improve overall customer experience? Achieving customer […]

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April 18, 2020
Getting Started With AWS Machine Learning

What is AWS Machine Learning? Amazon Web Services (AWS) Machine Learning is a set of artificial intelligence models designed to optimize a business’s applications and workflows. Amazon’s platform offers a variety of services from computer vision and language to recommendations and forecasting. Pre-trained AI services can be integrated into a company’s applications to improve work […]

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