Amazon Connect Wallboard by Comstice helps contact center agents, team leaders and executives to monitor real-time and daily activity from the web, mobile app and desktop ticker applications, create dashboards using the out of the box widgets, set real-time thresholds to receive email and SMS text alerts.

Benefits

• Real-Time alerts on the mobile, desktop, SMS and other chat services
• Single dashboard for all the business needs with third-party data integration
• Reduce repeat callers with better customer journey monitoring
• Higher agent occupancy with web, mobile and desktop apps
• Monitor and improve customer self-service activities

Features

• Easy to Create: Over 50+ indicators and 30+ layout templates, users can create their own dashboards easily.
• Easy to share and access: Dashboard weblinks, mobile app (Comstice Wallboard Enterprise) and desktop ticker
• Comstice Wallboard Mobile app (Search for Comstice Wallboard Enterprise on Apple Appstore and Google Play)
• Real-Time thresholds and alerts by email, SMS Text, WhatsApp, Slack, MS Teams Chat.
• Cherry-picking the calls from Queue: Manually redirect a call to an agent or a phone number
• Agent Desktop Ticker: Always-on, sticky desktop app for the agents to monitor queue and their state
• Unlimited concurrent sessions, on the web, mobile app and desktop apps.

Use Cases

• Businesses monitoring real-time activity from multiple channels
• Universal dashboard including third-party and Amazon Connect real-time data
• Better monitoring and alerts for remote agents
• BPOs offering Comstice Wallboard to their clients
• Immediately interrupting and redirecting important callers to an agent or a phone number

Integrations Comstice Wallboard can integrate with third-party platforms using APIs. You can monitor third-party applications such as Sales activity, Helpdesk Tickets, third-party web chat activity from your CRM platforms, internal applications and other resources.

Subscriptions Comstice Wallboard offers annual and 3-Year subscription options. There is no limit on the number of concurrent users and sessions. The subscription is based on the number of named agents (not concurrent) and their queues to be monitored and reported

Data Privacy, InfoSec, HIPAA, SOC 2 and ISO 27001 You can run Amazon Connect Wallboard solution under your own AWS account, on EC2 service or VPC. In that case, Comstice has no access to any user or patient data, therefore your organization does not need to trust Comstice on any user data handling. Comstice solutions run on LinuxOS and organizations can apply their InfoSec policies on their EC2 instances running Comstice software.