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    Microsoft Dynamics 365 SmartConnect CTI for AWS Connect Contact Center

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    Maaz SmartConnect for AWS Contact Center is powerful connector which streamlines contact handling by unifying all contact channels for the agents. This in turn makes the entire process incredibly efficient as the agent spends less time in switching between applications and can focus more on providing resolution to customers. Maaz Technologies works thoroughly with Dynamics 365 to integrate unique capabilities enabling companies to increase productivity, enhance customer experience and make better decisions to grow companies to new heights and achieve unthinkable.
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    Microsoft Dynamics 365 SmartConnect CTI for AWS Connect Contact Center

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    Overview

    Features

    • Replace screen switching with instinctual interface • Make call handling process efficient by identifying callers, displaying their information in automatic screen pops and route them to right agents • Matching callers instantly with existing records and searching them when required dynamically • OneClick solution for agents to call a phone number by a single click once connected to CRM • Smooth call transfers and conference call is also available with other agents • Omni-channel support includes: voice, chat, email, SMS, Facebook, Twitter, Mobile and WhatsApp

    Advanced AI enabled Omni Channel Experience

    Maaz Technologies Smart Connect works with Native Omnichannel of Dynamics 365 along-with CTI capabilities of AWS Connect. The agents can select from which one to receive requests either calls through CTI or chats through Dynamics 365 Omnichannel.

    Simple, Intuitive and Steady with Intelligent chatbot capabilities

    SmartConnect for AWS Contact Center ensures quick responses to customer’s questions through trained Microsoft Virtual agents (chatbots). The chatbot is trained and integrated with customer database, product catalog for faster customer interaction thus offering extensive self-service capability. It understands the context of the chat to have human like interactions with the customer.

    Advanced Intelligent chat routing and Queuing Capabilities

    SmartConnect for AWS Contact Center provides advanced chat and routing capabilities based on parameters defined by the organization. It recognizes customer identification from on chat arrival and correlates previous chat events in CRM for reporting. Live agents can handle multiple conversations simultaneously and transfer files to and from the customer, including the customer’s camera on his/her Mobile Phone.

    Artificial Intelligent Enabled Response

    SmartConnect for AWS Contact Center uses AI-driven Natural Language Processing to respond to Customers, with support of up to 40 languages, and real-time detection of customer sentiment, identifying any negative customer feedback, improving customer experience, and eventually increasing sales revenue.

    Visualization and Analytics

    SmartConnect for AWS Contact Center comes with a detailed Power-B-I dashboard, that gives 360-degree insights into customer interactions with chatbot, and agents through visualizations. Administrators and Supervisors can view the metrics and analytics. These analytics are extremely valuable for companies in driving sales revenue, and to better understand the customers feedback about the company's products and features.

    Emphasize

    Reform your business with Microsoft Dynamics 365 SmartConnect for AWS Connect Contact Center. It enables your organization to thrive by better understanding Customer interaction with your business. Gain actionable insights into customers' sentiments and valuable feedback

    Highlights

    • Maaz SmartConnect solution has an instinctual interface where agents can handle voice, case, email and all omni-channel interactions seamlessly within Dynamics, eliminating the need of using multiple applications and thereby increasing teams' efficiency.
    • Helps in improving customer experience as it immediately recognizes inbound/outbound callers, reduces average handle time (AHT), streamlines case management and also optimizes caller routing so that each customer is put in touch with the right agent every single time. Few other features that are worth mentioning are: OneClick to call instantly, automatic call logging, dynamic customer search.
    • SmartConnect comes with a detailed Power-B-I dashboard, that gives 360-degree insights into customer interactions with chatbot, and agents through visualizations. Administrators and Supervisors can view the metrics and analytics. These analytics are extremely valuable for companies in driving business sales revenue, and to better understand the customers feedback about the company's products and features

    Details

    Delivery method

    Pricing

    Custom pricing options

    Pricing is based on your specific requirements and eligibility. To get a custom quote for your needs, request a private offer.

    Legal

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    Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.

    Support

    Vendor support

    Address

    5900 BALCONES DR STE 100 AUSTIN TX 78731-4298.

    Email

    sales@maaztechnologies.com 

    Phone

    +1 (512) 333 2984