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Agent Desktop for Amazon Connect

Agent Desktop for Amazon Connect provides contact center agents with a unified view of Amazon Connect omnichannel interactions, across channels, including voice, email, chat, SMS, social and tasks, and includes a comprehensive administration portal with a wide range of configuration options. Our Agent Desktop for Amazon Connect enables contact center agents to provide frictionless and personalized customer experiences by delivering a holistic view of every customer interaction in one centralized platform, empowering better agent performance and fueling exceptional customer experiences. This easy-to-use interface can also help business teams increase their operational performance by providing access to reporting data and reducing agent onboarding time.

Purchase this listing from Webvar in AWS Marketplace using your AWS account. In AWS Marketplace, you can quickly launch pre-configured software with just a few clicks. AWS handles billing and payments, and charges on your AWS bill.

About

Our omnichannel desktop provides agents a unified view of Amazon Connect interactions across channels, so they can fuel both exceptional performance and 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

VoiceFoundry’s Agent Desktop for Amazon Connect seamlessly integrates customer communications into a single view, ensuring agents have all the information needed to assist customers more quickly and intelligently, regardless of the channel.

Unified, user-friendly interface

Intuitive interface that agents can quickly learn and navigate

Supports voice, email, chat, social, SMS, and tasks

Comprehensive Email Functionality

Send and reply to emails, create email templates and signatures

Automatically route, cherry-pick, assign, re-assign, and escalate emails

Third-party application integration

Integrate third-party systems using iFrame

Provide in-app screen pop of CRM or other systems used by agents

Key features

Fully managed

Compatible with Amazon Connect and associated AWS applications

Supports voice, email, chat, SMS, social, and task interactions

Comprehensive administration portal

Easy-to-learn, intuitive interface

Comprehensive email functionality

Bot-to-agent transfer, including necessary context for the agent

In-app screen pop

Click-to-dial

Call recording

Contact history

Contact directory

Dispositions

Display contact attributes

Real-time queue statistics

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