IVR Expert

A personal blog about IVR, Amazon Connect, ACXD, AI Agents, conversational AI, and contact centre technology — going since 2008.

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Please note: this is an independent blog written by a group of contact centre practitioners, sharing their own views and hands-on experience. It is not a company or a business, offers no commercial services, and is not affiliated with, endorsed by, or representing anyone.

Latest Posts

Project Delivery

The Amazon Connect Project Shopping List

Every product and tool a Connect project needs beyond Connect itself — agent desktop, Jabra headsets, Terraform, CI/CD, a PCI payment module, and more.

Amazon Connect Project Roles & Responsibilities

Every role needed to deliver an Amazon Connect implementation, and what each one actually owns — grounded in AWS's own migration guidance.

IVR Script Examples & Templates

Ready-to-adapt IVR scripts for every common scenario, plus a free tool to design and test your own flow.

IVR Best Practices: 12 Rules

The 12 rules that cut abandonment and misroutes — menu design, prompts, routing, wait times, and more.