QAgent is an AWS native custom web app designed for Amazon Connect using Connect streams. Seamlessly integrates with all the Amazon Connect features and other AWS Key services to provide enhanced CX. Solution leverages the power of serverless technology to help growing businesses with their needs. The solution is an easy to navigate, omnichannel desktop application for Agents to accept, make and manage calls and interactions on Amazon Connect.

Unified UI makes it easy to manage all the interactions from one screen helping agents to save time from switching screens on Amazon Connect. Additionally, Solution also supports integrations with backend systems like Customer Profiles, Knowledge Base and CRMs offering a comprehensive suite of features that can empower Agents to improve the way they handle user queries and issues to deliver enhanced CX.

QAgent features:

AI powered Agent Assistance

• Unified simple Agent UI of assigned queues and queue occupancy
• Ability to create, accept or reject tasks
• Priority based To-do list
• Transcription and Sentiment analysis
• Next best response using script suggestion

Real Time Call Transcription

• Call Transcription
• Key Entity Extraction
• Call Summarization
• PII data Redaction
• Sentiment Analysis

Customer Profiles Integration

• Customer History
• CRM Integration

Case Summary

• Create a case summary once the call is complete
• Call summary under each case
• Modify the Summary

Knowledge Base Integration

• Search and retrieve answers from documents based on the content of the call
• Script suggestion from Knowledge Base enables with suggestions to agents with right script to engage and deliver personalized conversation

Proactive Monitoring for Supervisors

Notification using Email

• Real time updates on case status using Email open/In-progress/ closed
• Autoamted feedback to capture CSAT during case closure

Admin Features

• Tabular view of all the calls.
• Summary of the call center occupancy and performance
• Post Call Analytics
  • Agent scoring on Sentiment, Loudness, Grammar, greetings, speech rate)
  • Call recording
  • Historical Transcription and Sentiment score
  • Visualization of key KPIs using Quicksight