Introduction
Agent Desktop for Amazon Connect provides Agents with a unified view of interactions across channels, so they can deliver exceptional customer experiences.
With Agent Desktop for Amazon Connect you can:
Save agents time – Faster navigation, screen pop and better UI save agents 10% of call time, with a consistent agent experience across all channels
Improve customer interaction quality – Easy-to-use interface allows agents to focus on the customer conversation
Provide better insights – Advanced reporting options available for deeper data insight
Minimize IT development and support needed – Administration Portal allows for easy, rapid changes
What is Agent Desktop?
VoiceFoundry’s Agent Desktop for Amazon Connect enables contact center agents to provide frictionless and personalized customer experiences critical in today’s business environment by delivering a holistic view of every customer interaction in one centralized platform.
Voice Interaction Interface
Voice Controls
Handle inbound, outbound, dialer campaigns and scheduled callbacks through unified voice controls
Select outbound CLI
Transfer calls through a custom directory
View embedded 3rd party applications
Chat Interaction Interface
Chat Controls
Asynchronous messaging/chat for web, mobile and social
Ability to facilitate multiple chat interactions simultaneously
Email Controls
Comprehensive Email Functionality
Send and reply to emails, with the option to include attachments
Automatically route, assign, re-assign and escalate emails
Create email templates and signatures
Administration Portal
Manage voice, chat, email and outbound dialer channels through a single user interface
Configure users, routing profiles, queues, dispositions, prompts, and templated messages for email and chat
Enable easy, rapid changes to be made by the business or IT
Key Product Features
Interaction Controls - Accept/reject interaction, mute, hold, conference, toggle, transfer, initiate an outbound call, end call, and disconnect.
Display Contact Attributes – Displays contact attributes such as CLID, queue, dialed number
Contact History - Provides contact history of omnichannel interactions for various time intervals or by custom timeframe.
Amazon Connect Contact Lens realtime sentiment - Display to agents the sentiment of customers being interacted with in realtime.
Real-Time Agent and Queue dashboards – Provides metrics such as the number of customers in the queue and longest wait time for each channel.
Customer Profiles - Includes Amazon Connect Customer Profiles functionality which provides interaction history for each customer.
Call Recording – Ability to record, pause, resume, stop and start recording by Amazon Connect.
Contact Directory - Provides external numbers, queues, and agent-to-agent dialing.
Screen Pop - Provides screen-pop of 3rd party CRM and other IT back-end systems.
Dispositions - Allows for dispositions/wrap codes to be defined.
Assign Outbound CLID – Choose outbound line/queue.
Integrated Voicemail - Voicemail for Queue and Personal Queues.
Amazon Connect Customer Profiles - Support for Amazon Connect Customer Profiles