Contact Suite is a strategic component of any Amazon Connect implementation. It consists of pre-packaged solutions that extend the breadth of capabilities of Connect. The solution can be seamlessly implemented to work in tandem with Amazon Connect services uncluding Outbound Campaigns, Contact Lens, Wisdom, and Workforce Management. With Contact Suite, agents have access to a single, unified interface to interact with customers across all communication channels. A workflow-driven agent desktop, outbound dialer with campaign management, web chat, tasks, and email are fully integrated with Amazon Connect, supporting agents and customers on the channel of their choice.

Dialer and Campaign Manager for Amazon Connect

Dialer and Campaign Manager is an extremely flexible Connect-native telephony platform that manages outbound calling campaigns. Dialer can run multiple, concurrent campaigns and blend inbound and outbound agent activity on a call-by-call basis. The solution supports dynamic, automated list processing, configurable call dispositioning and advanced retry and completion logic as well as API-driven campaign updates and management. Dialer adds both high touch outbound capabilities as well as bot-driven notification campaigns to Connect Outbound Campaigns in order to boost sales, increase collections, launch surveys, and provide rapid outbound notifications.

Agent Desktop for Amazon Connect

Agent Desktop is a customizable interface that brings the full power of Amazon Connect to the agent. Agent Desktop adds several capabilities to Amazon Connect, including screen pop of call and customer data, customizable call dispositioning, agent workflows, forms, quick links, and single sign-on. Details for all calls received by an agent are written to Kinesis Data Streams for data archiving, reporting, analytics, or any other business use. Agent Desktop enables agents to receive, make, and manage calls on Amazon Connect and supports configurable tabs and embedded websites for optimal efficiency.

Web Chat and Tasks for Amazon Connect

Web Chat and Tasks provide digital and voice blending and are easy to configure on the Agent Desktop. AI-powered chatbots are an option to make service accessible for customers while lowering costs. The application supports a smooth transition from bot to live agent when needed, with call context and important details about the chatbot session included in the Agent Desktop. Customer experience is improved with tailored, personalized responses, and agent efficiency improves with the ability to work in a blended digital/voice environment. Tasks may be queued, scheduled, and managed by agents as well as by API. Tasks may also kick off workflow-driven interactions and automations as necessary.

Email for Amazon Connect

Email is another important digital communications channel to add to the omni-channel mix. Agents can respond to emails from traditional email clients or from web and mobile forms. Because email is configured and managed from the same unified interface as the other components of Contact Suite, emails can be blended with other interaction types for optimized agent workloads. Emails are queued, may be forwarded, as well as have follow-up logic. Emails also have quick text responses and full branding management on a queue-by-queue basis. Customer satisfaction is boosted because emails can be routed based on agent skill for quick issue resolution.