Extended Softphone is a web application that builds upon Amazon Connect’s native Contact Control Panel (CCP). Agents receive a unified view of their contacts and interactions with features like a customizable Screen Pop, contact attributes display, phone directory, customizable caller ID for outbound dialing, agent transfer capabilities, queue metrics insight, and call history data. Adding the Extended Softphone to Amazon Connect’s out-of-the-box Contact Control Panel (CCP) improves your agent experience by providing supplementary features, enhancing capabilities, and adding customization options for a more unified system.

Key features

• Screen pop
• Collapsible menu panel
• Call details configurable to info you want to display
• Phone directory with click-to-call functionality
• Customizable outbound caller ID
• Contact attribute display
• Agent transfer
• Queue metrics
• Queue transfer
• Call history data
• Call recording