Tag Archives: IVR

Where to start with Salesforce CTI implementations?

Amazon Connect uitbreiding op Salesforce

Companies regularly ask how they may integrate incoming calls with Salesforce.  The don’t always look for a complete omnichannel approach yet. But they search for a solution to get customers connected with the right agent and ensuring that the agent has the correct information displayed. So these are talks about how starting off with such […]

5 topics that you approach differently when implementing Amazon Connect vs on-premise IVR solutions

Compared with on-premise implementations, some important architecture questions and implementation decisions may get different responses or views when implementing Amazon Connect.  Here are 5 topics that you handle differently: Hardware and Software Requirements This is definitely a question that you ask when implementing an on-premise Contact Center solution.  But the question becomes irrelevant when using […]

Create an overflow capacity in your contact center without burning your budget

Whenever required, the Belgian government enables the emergency number 1722 to enable people to report their specific problem.  Related to a recent storm, more than 78000 calls were done to this number.  Officials indicate that all procedures worked extremely well.  Except, most people calling the 1722 emergency number were in queue far too long… Contact […]