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Agent Desktop for Amazon Connect

Give contact center agents a unified view of Amazon Connect omnichannel interactions, for better performance and exceptional customer experiences.

Give Agents the Tools they Need For Customer Success

TTEC Digital’s Agent Desktop for Amazon Connect is an omnichannel agent desktop that provides a unified view of Amazon Connect interactions across channels, including voice, email, chat, SMS, social, and tasks.

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Increase Productivity

Faster interface navigation and automated routines save time and effort, empowering your agents to deliver more seamless interactions.

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Drive Key Metrics

Optimized agent operations are likely to improve customer service and improve ratings like AHT, FCR, CSAT, ASAT and OPEX.

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Optimize Operations

Easy access to reporting helps management make data-driven decisions, while an easy interface streamlines agent onboarding.

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Create Seamless CX

Bot-to-agent transitions and improved email functionality reduce friction and time in the interaction experience for agents and customers.

Agent Desktop for Amazon Connect Key Features

Key Features

Complete Omnichannel Support: Customer information and interaction history, including voice, email, chat, social, and SMS.

Comprehensive Email Functionality: Compatible with Microsoft Office 365, with ability to automatically route, cherry-pick, assign, re-assign, and escalate emails.

Integration with 3rd Party Apps: Fully embedded integration with 3rd party CRMs and other agent applications using iFrame.

Interaction Controls: Includes accept/reject interaction, mute, hold, conference, toggle, transfer, initiate outbound call, end call, and disconnect.

Real Time Queue Statistics: Provides statistics like number of customers in queue and longest wait time for each channel.

Customer Profiles, Contact History, and Attributes: Interaction history for each customer, plus contact history of omnichannel interactions.

Administration Portal: Manage configuration options for voice, chat, email, and outbound dialer channels.

Advanced Reporting: Extract data from CTR and merge omnichannel data into a comprehensive data set.

Why TTEC Digital

With over 40 years of experience as an industry leader and partnerships that span the world’s top technology providers, TTEC Digital is uniquely suited to address your toughest customer experience challenges. Our experts will provide actionable insights and recommendations at every step while our proven methodology will help you optimize your contact center operations, improve customer satisfaction, and drive business success.

Empower Your People with Agent Desktop for Amazon Connect

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