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Practical Solutions to Tough Contact Center Challenges

Biz Meets Tech is the Management Consulting practice of Jerry Sokol

Practical means getting your contact center systems you already own running stability and set up optimally for your operation. Practical means making only changes that fit your operation. Practical means putting your people back in control and in a position to manage going forward.
Expert in business and technology, and skilled at bringing both together to arrive at an optimal solution.
I work with you to provide substantial improvements that are measurable and obvious to your staff, your management and your customers.

Latest Blog Posts

Enterprise Connect, For Real

By | April 11th, 2018|Categories: Business, Call Center, Customer Care|Tags: , , |

Recently, I attended Enterprise Connect, the most focused show for Contact Center and Unified Communication.

I’ve been participating in the evolution of the Contact Center, Unified Communication and IT worlds for 15 years. Years of overexposure to hype cycles, marketectures1, premature technology, and “lipstick on a pig” repackaging have left me numb.

This year, Enterprise Connect felt different. Much of what has been hyped forever has, as they say, “crossed the chasm”.  And, there are serious winds of change in the way IT is bought and sold. Here’s a few snapshots to show what I mean.

Unified Communication Is Replacing the Phone System, For Real

I never really got Unified Communication (a.k.a. UC). Initially, it was promoted as connecting co-workers at their desk, using their computers as voice/video phones, with a side of presence and chat. Then, conferencing got thrown in, and we were all “collaborating”. It seemed a convenient bucket for the flavor […]

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Amazon Connect – Introducing Lightning

By | January 19th, 2018|Categories: Call Center, Customer Care|

The video in this post shows a demo contact center system that I built.  Okay.  So what?  It’s a contact center system.  Seen it, done it, got the T-Shirt to prove it.

What if I said that it’s built using Amazon Connect, and demonstrates real world midsize enterprise functionality?  A little more interesting, maybe.

What if I told you that, after figuring out what we wanted the demo to be, that the implementation of EVERYTHING IN THE DEMO took about one day.  EVERYTHING, including all call flows, multilingual support AND translations, the survey, the queue behaviors, the customer authentication, the dynamic messages.  EVERYTHING.  And that it’s production grade.

What if I told you that there’s only about 30 Amazon Connect function blocks used?

Interested now?

The Path to Lightning

In my last post, I discussed my experiments building a system using only the facilities […]

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Amazon Connect – Sample Center Checkpoint

By | December 16th, 2017|Categories: Customer Care|

Checkpoint Time

This blog and the Amazon Connect series has been quiet over a few weeks. It’s not because I’ve abandoned my investigation. Quite the opposite, and in fact, I’ve completed the work. My investigation was based on attempting to build a call center that was a modeled after a moderately complex real world customer of mine. Mission accomplished, and much more. There are issues, though.

In the first investigation phase, I wanted to understand what it could do using only the facilities available in the Amazon Connect dashboard.  Application integration excluded (i.e. let’s leave out CRM integration), could it be used to build the real world contact centers that have been built by the usual suspects enterprise systems?

The answer is, yes it could.  But… I personally wouldn’t build anything beyond a very simple small workgroup system at this time1.

Yes, it could because most of the facilities I need are […]

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