My brother came from New York to visit with me in San Diego over the Thanksgiving Holiday.  During his visit, [...]

I don’t think your average business professional wakes up in the morning and says “Gee, I need some SIP”!   They [...]

Unified communications is a revolutionary technology that integrates many worlds of communication at one place. The way unified communications has [...]

ShoreTel currently runs on Microsoft Servers.   There are a number of Windows components that need to be installed to support [...]

When someone is on your website, it is like they entered your store. Clearly, they have an interest in what [...]

As both a ShoreTel Certified VoIP Engineer and a CISCO CCVP I  have been working exclusively in VoIP since 1998.   [...]

Adding Users in ShoreTel is among the most common tasks a system administrator will be expected to perform.  We suspect [...]

We have been experimenting with mobility options for some time now, setting up SIP phones on mobile devices like the [...]

The blog on the ShoreTel Mobility Router as one of the options offered by ShoreTel for remote worker connectivity, generated [...]

ShoreTel Recently announced the availability of Version 7 of the Enterprise Contact Center.  It is not secret that I am [...]

Version 12 of ShoreTel is all about Web Collaboration and enhanced Unified Communications functionality! For Example, ShoreTel has had an [...]

ShoreTel Mobility Options We have been steadily moving through a range of mobility options on our way to achieving true [...]

The AI. Decsion that determnins cost and ROI Most businesses are rushing into AI and asking the wrong question. They [...]

Not all AI is agentic - by design Artificial intelligence is moving quickly, and with that speed comes confusion — [...]

Global customer service has always faced a hard limitation: language. Until now, solving it usually meant IVR language trees, offshore [...]

Our own LLM! By DrVoIP — Where IT Meets AI, in the Cloud Introduction: The Shift Toward Private Intelligence AI [...]

Artificial Intelligence (AI) is transforming customer service — but figuring out how it actually fits into Amazon Connect can feel [...]

Amazon Connect Campaign Dialer: Why Clean Lists Mean More Connections The Hidden Challenge Behind Every Dialer Deployment When organizations launch [...]

Rethinking Your Amazon Connect Contact Center: Start with the Experience, Not the Technology When planning a new Amazon Connect contact [...]

Ever feel like your website and call center are two ships passing in the night? One's all flashy and interactive, [...]

Quick overview of what it is like to work with DrVoIP along with a brief history of Amazon Connect Campaign [...]

A Brief History Amazon Connect was introduced in 2017 as a revolutionary, cloud-native contact center solution from AWS. That same [...]

Campaign Dialer Feature Request? We are often asked to comment on how to increase answer rates on cold calls.   Calls [...]

Amazon Connect Demo Center We offer a complete Amazon Connect Contact center with all the bells and whistles free for [...]

Old-school ARPANET lore promised us a different world: a self-healing network with no single point of failure. Routers could go [...]

Amazon Connect Campaign Dialer: Why Clean Lists Mean More Connections The Hidden Challenge Behind Every Dialer Deployment When organizations launch [...]

Amazon Bedrock vs Google Vertex AI — Who’s Winning the AI Race? AI is no longer a buzzword — it’s [...]

Rethinking Your Amazon Connect Contact Center: Start with the Experience, Not the Technology When planning a new Amazon Connect contact [...]

Would You Let Agents “Cherry Pick” Callers from the Queue? Not everyone agrees with the idea—but in some situations, allowing [...]

Direct Dial and Agent? Not every contact center wants callers to be able to dial a specific agent directly.  In [...]

Voice Mail solution for Amazon Connect for the last few years AWS has made a voice messaging solution available for [...]

SMS Return Message Routing In part 1 of this blog we looked at three options that enable an Agent to [...]

Pinpoint SMS For some time now, you have been able to channel SMS messages through the Amazon Connect CHAT API, [...]

Configuring Amazon Connect Voice Mail For several years we have been deploying a modified version of the Amazon Connect Voice [...]

Dynamic Call Centers? We can dynamically reconfigure our contact flows, the experience a caller has when calling our contact center.  [...]

Out of the Box? AWS has configured the contact center to work out of the box.  Add a phone number, [...]