Amazon Connect Review

amazon connect call centerKnowledge is power, especially in the fast-paced world of technology where things are changing so quickly. At Bicom Systems we like to research and even test new products as they come out so that we know what we are up against. One of our developers recently spent some time looking at the Amazon Contact Center solution and wrote a review for all of you:

Amazon Connect: A Review

GUI

The GUI is not anywhere near where it should be. The content is breaking out and overflowing. Components take up too much space that you do not needed. Everything is fixed, you cannot adjust the window size, etc.

Contact Flow

Creating call flow logic is very easy with their graphical interface. You have components in which you add and connect with wires and then make logic. The starting position is the number which callers will dial and then enter into the system. I tried some custom, it was not too complex and it worked. But the question is how it will behave in a more complex situation. There are still some GUI problems. For example, when you move or edit a component, the connection is lost and you have to wire it again. After publishing it will show you errors and where you should fix it.

Prompts and Text-To-Speech

Prompts have the capability to use text-to-speech or recording. Text-to-speech is great for building small prompts, but of course it only works only with English.

Statistics

Amazon went with customizable reports, so it allows you to choose fields from a list and then you can save and run it again. This sound nice, but as I tried making a few reports – BAM – I would run into errors or fields that showed no data. If you want to talk optimization, well we know there is none. Even with little data, it requires a couple of seconds to build every report. And if you add fields, it takes longer and longer. So handling large data may not be possible.

The most annoying thing that I ran into was that when I was expecting certain data, it would not show at all or would show lower values than expected. So data accuracy is a big issue.

Also, unlike in our statistics, you cannot filter by time, for example from 8:00 to 11:00. You cannot break the data down to see all the CDRs an agent had at that time.

So statistics gets a big thumbs down. Though it may have plenty of filters and features, everything comes down to speed and accuracy.

Conclusion

Amazon took the approach of making everything customizable. But even with that in mind, there are too many things missing. First of all, you cannot create any queue strategies. You could create flows, but you cannot achieve automatization. Also, there are many instances of queue configuration on our system which would require big flows or be impossible to make. Statistics covers a lot of fields, but accuracy and speed are big problems here.

They have this simple WRTC softphone that works for simple functions – dial, hangup, transfer – but real call centers agents often need to see with whom they are talking. For now, the agent is put in this “after call work” state for every call, so there are no options like wrap-up time, auto pause, etc.

In conclusion, this software does not yet provide a good solution for large call centers. And even for small call centers, there are lot of bugs and GUI problems that need to solved.

If you would like to learn about our own call center solution, please visit our website.

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Is Avaya the new Nortel?

avayaEveryone is talking about the Avaya Bankruptcy and what it means for the future. No Jitter had a very interesting piece on the bankruptcy that we thought was worth sharing: Avaya Bankruptcy: Good or Bad for Customers?

The author, Phil Edholm, believes that the speed of the bankruptcy process is of great importance. He compares the bankruptcies of Nortel, which was a long and painful process, and that of Aspect, who reached a much quicker conclusion.

Edholm explains that “Chapter 11 is designed to enable continued operations and return to normal business (versus the total liquidation of Chapter 7), creditors have claims to all of a company’s assets and cash. Those claims can prolong the bankruptcy process, and often lead to liquidation, which is what happened in the Nortel case.”

On the other hand, Aspect was able to avoid this by securing the support of creditors and developing a plan before filing.

Reports from Avaya indicate that they do not have a plan and are only beginning the process of negotiations.

With the outlook looking so uncertain, this seems to distract from the essential issue – why did they get into this position in the first place?

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Skyswitch: Imitation as Flattery?

They say that “imitation is the sincerest form of flattery,” but in the world of business, imitation suggests a lack of experience. It was brought to our attention that a company called Skyswitch created paid Google adverts to appear above searches for “Bicom Systems”.

While we are flattered, we have asked them to remove their adverts. Growing their own brand would be a much more effective use of resources.

Screenshot:

skyswitch

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How to Upgrade from FreePBX

freepbxA variation on the non-fairy tale we wrote about last week, we recently spoke with a business-owner that struggled with FreePBX for a year before throwing in the towel. Costs were through the roof, far too much of the work and configuration was falling on his shoulders, and support was all but non-existent.

In the process of shutting down his business, he was about to give up entirely when he realized that maybe a different PBX system would make all the difference. Perhaps an effective GUI and supportive provider would free him up to continue taking his business forward.

Research led him to Bicom Systems and PBXware.

Multi-Tenant PBX was designed specifically for entrepreneurs like him. With a simple yet comprehensive interface and vast features, our PBX system enhances business rather than restricting it. Best of all, our platform is scalable and flexible – it grows with you.

To upgrade from FreePBX or any other PBX system, contact us today or visit the PBXware page to learn more.

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Take Back Your Time With Multi-Tenant PBX

multi-tenant pbxOnce upon a time, a telecom start-up chose the least expensive PBX system and began to build. As the hard work began to pay off, the telecom grew while the PBX system stayed the same. Each new sale was progressively less exciting because of the time and effort it would take to purchase and host a dedicated solution.

Far from a fairy tale ending, we have heard this story time and again. That is exactly why we created the Multi-Tenant edition of PBXware

With unlimited users, Multi-Tenant PBX takes away the busy work and gives you back your time. Unlike competing solutions – specifically FreePBX has been brought to our attention repeatedly lately – Multi-Tenant is 100% scalable and flexible. Growing up (or down) is as easy as the click of a button. 

Upgrade today to reclaim your time and start getting excited about each sale again! Learn more on our Multi-Tenant page.

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