“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 […]
Combination of VoiceFoundry’s deep customer journey design expertise with Cyara’s testing and assurance capabilities ensures smooth migration and optimum CX design REDWOOD CITY, Calif., December 19, 2019 – Cyara, the leading automated customer-experience (CX) assurance platform provider, and VoiceFoundry, an AWS Advanced Consulting Partner, announced a partnership to deliver a comprehensive set of professional services […]
While creating the vision for your Contact Center in the cloud, businesses have an opportunity to consider other elements that can be added to improve the customer experience. Evaluating applications and services that can add value to the way customers interact with your company will keep them satisfied and ultimately, impact the company’s bottom line. […]
VoiceFoundry’s Luke McNamara has previously written a Blog about the power of using AWS Lambda to access customer data. It’s one of a number of cloud services that make up Amazon’s Cognitive CX suite. Luke continues his examination of the advances being made in the traditional contact center technologies, utilizing his 20 years in the industry to […]
What happens when a Contact Center agent has their headset plugged in but steps away from their computer and then receives a call? Or if the agent misses the browser notification that pops up at the bottom of their screen? Wouldn’t it be nice to enable an additional notification ringtone that plays through a different […]
