Learn about several units' migration process from antiquated and costly on-premise systems to Amazon Connect cloud-based contact center, including challenges faced and triumphs achieved.
Discover innovative features and functionality developed to meet specific requirements, such as:
- Enhanced security through SSO integration.
- Customer-controlled agent management without work orders.
- Attestation and control of outbound calling line ID with a direct SIP trunk connection to U-M's SBC infrastructure.
- On-demand agent skill adjustments.
- Dynamic IVR menu reordering via a customer web interface.
- Custom start/stop call recording through a custom agent interface.
- 10DLC-approved SMS integration.
- Customer-managed prompt modification and ad-hoc closures through a web front-end.
- Transitioning Voicemail from outdated on-premise infrastructure to an integrated cloud solution.
- Custom Disaster Recovery solutions using Zoom Phone, our main voice provider.