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One thing I’ve been consistently surprised about over the last few years is how well contact centre teams know their peak weeks. Not approximately, but exactly.
They know which week the spike starts, roughly how big it gets, and what types of calls dominate it. And every year, their response is about the same. Hire temporary staff in advance, hire overflow capacity...
Most AI demos look flashy and focus on the end-user experience. But there’s a question that either doesn’t come up at all, or when it does is not answered well: What’s actually inside?
If you’re a contact centre owner or a technical lead looking at building or buying an AI agent on Amazon Connect, the architecture matters more than any single demo. The components th...
The contact centre industry has a long history of buying best-of-breed. It’s not unusual to buy a voice IVR system from one vendor, a webchat bot from another, workforce management from a third, analytics from a fourth. Each system gets evaluated on its own merits, each one solving a specific problem well.
I’ve spent years building on top of these kinds of architect...