Operations Management Portal for Amazon Connect
Streamline contact center operations, simplify agent processes and workflows, and provide a more personalized, dynamic experience to every customer all through one intuitive user interface.
Manage Amazon Connect with confidence
Built to simplify agent workflows and streamline contact center operations, TTEC Digital’s Operations Management Portal (OMP) for Amazon Connect makes it easy to manage calendars, menus, configurations, and permissions — helping agents personalize interactions and resolve issues faster.
Empower agents
Give agents streamlined access to the tools, processes, and data they need to deliver standout customer experiences.
Automate operations
Cut down on manual configuration by automating everyday tasks across Amazon Connect and freeing up time and resources.
Reduce friction
Keep customers moving by minimizing wait times and enabling seamless transitions between channels.
Enhance interaction outcomes
Give agents real-time access to key interaction data so they can respond faster and more effectively.
Personalize conversations
Tailor each interaction with messaging and experiences based on individual customer preferences and attributes.
Discover new business
Leverage richer data to identify new sales and cross-sell opportunities during every conversation.
Key features
Calendar management: Pre-program and manage holiday hours, daily operations, and emergency closures.
Custom messaging: Auto-configure greetings, hold music, promos, and location-based messages.
Call flow configuration: Add key/value pairs and multi-language prompts to support custom logic.
Dynamic flow tools: Easily manage menus and queue flows across multiple environments.
Environment syncing: Sync settings and processes across Connect instances, like test or DR.
Contact search: Quickly find and review call details and recordings in a searchable dashboard.
Role-based access: Control feature access by role and separate lines of business on one instance.
Unified dashboard: Monitor real-time metrics for queues, routing, and agent performance.
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.
Amplify the agent experience in your contact center
Streamline contact center operations with a ready-made portal designed with agent efficiency in mind.