Customizable, user-friendly contact center portal for agents and supervisors which streamlines voice, chat, social media, email and video interactions.
Overview
Unified Agent Portal (UAP) is a customizable, easy-to-use contact center portal for agents and supervisors.
Based on Amazon Connect and leveraging Amazon Web Services (AWS), UAP streamlines voice, chat, social media, email and video interactions in a user-friendly single pane of glass and provides agents with real-time customer insights and analytics. For supervisors, it generates visual reports of Contact Center performance and provides ability to better manage team workloads.
The platform also streamlines the transfer of transcripts to agents, providing a superior customer experience.
Highlights
- Improved Customer Experience Preferred Channel Customers can engage on their preferred channel such as voice, chat, social media, email. While the customer is on a chat or call with the agent, video can be enabled for more personal service as well as screen sharing. Avoidance of Repetition When call or chat is transferred to an agent, the agent can see the customer interaction and conversation context to that point Bridge the Language Gap Live, real-time chat translation available in 8 languag
- Cost Reductions Reduction in operating costs By improving productivity by accessing ticket details, customer sentiment, contact history and related knowledge base articles on the same screen. Reduction in Average Call Duration Information gathered by IVR or Chatbot is passed on to agent, preventing redundant questions
- Empowered Agents Meaningful Work Agents can focus on more complex issues instead of managing routine issues that are now handled by self-service tickets Improved Performance Dashboard displays real-time KPIs and service level metrics to provides instant feedback and encourage goal-setting
Details
Features and programs
Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Pricing is based on contract duration. You pay upfront or in installments according to your contract terms with the vendor. This entitles you to a specified quantity of use for the contract duration. If you choose not to renew or replace your contract before it ends, access to these entitlements will expire.
Dimension | Description | Cost/12 months |
|---|---|---|
Standard Tier | Up to 600K Agent Logged Minutes/Month | $145,000.00 |
Vendor refund policy
Contact seller for refund policy
Legal
Vendor terms and conditions
Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA) .
Content disclaimer
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Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Resources
Vendor resources
Support
Vendor support
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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