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Extended Softphone for Amazon Connect

Extended Softphone for Amazon Connect provide agents with a unified view of their contacts and interactions, streamlining their experience and empowering them with the data they need to personalize their customer interactions.

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About

Extended Softphone is a web application that builds upon Amazon Connect’s native Contact Control Panel (CCP). Agents receive a unified view of their contacts and interactions with features like a customizable Screen Pop, contact attributes display, phone directory, customizable caller ID for outbound dialing, agent transfer capabilities, queue metrics insight, and call history data. Adding the Extended Softphone to Amazon Connect’s out-of-the-box Contact Control Panel (CCP) improves your agent experience by providing supplementary features, enhancing capabilities, and adding customization options for a more unified system.

Key features

Screen pop

Collapsible menu panel

Call details configurable to info you want to display

Phone directory with click-to-call functionality

Customizable outbound caller ID

Contact attribute display

Agent transfer

Queue metrics

Queue transfer

Call history data

Call recording

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