Product Overview

The NeuraFlash Desktop for Amazon Connect application (NF Desktop) is an add-on solution designed to enhance the Amazon Connect Workspace experience for agents, supervisors, and admins. This robust solution provides essential tools to drive improved efficiency and visibility for agents, supervisors, and admins.

Notably, features such as an agent wallboard deliver real-time insights into performance metrics and call queues, empowering informed decision-making and effective task prioritization.

The NF Desktop integration with Microsoft Teams fosters collaboration and communication among agents by synchronizing presence status. This integration streamlines workflows while minimizing interruptions, enabling agents to focus on delivering exceptional customer service.

The NF Desktop also enables agents to personalize voicemail messages, easily set their outbound caller ID before making a call, take notes during and after calls, review their call history, and quickly follow up with customers as required.

Supervisors have a new dedicated view that offers real-time insights into agent and call center performance metrics and alerts from agents when help is needed. Contact center admins can easily activate urgent or marketing announcements for incoming calls and create post-call surveys that can be automatically triggered at the end of calls.

Benefits

1. Efficient Service and Cost Savings: NF Desktop enhances productivity for agents, supervisors, and admins, simplifying navigation and workflow.
2. Instant Insights: The agent wallboard offers real-time and historical metrics, aiding quick decision-making and agent task prioritization.
3. Seamless Collaboration: Integration with Microsoft Teams fosters synchronized communication, minimizing interruptions for agent and customer conversations.
4. Personalized Engagement: Agents can customize voicemail messages, ensuring tailored interactions with customers.
5. Supervisory Support: The supervisor wallboard enables real-time monitoring and assistance for efficient operations.
6. Enhanced Customer Service: NF Desktop facilitates quick access to call history and note-taking, and more for improving customer interactions.

Use Cases

• Agent Performance Optimization: Agents can utilize the real-time insights provided by the agent wallboard to understand the current backlog and coverage data, and monitor their performance metrics, and customer satisfaction ratings. Agents can make informed decisions or adjust their approach in real-time to enhance their productivity and effectiveness.

• Efficient Task Prioritization: Supervisors can leverage the supervisor wallboard to monitor call queues and agent availability and service goals. Supervisors can then more effectively manage the contact center, and ensure optimized service delivery.

• Efficient Collaboration: The NF Desktop connector synchronizes Amazon Connect with Microsoft Teams, updating agent presence instantly upon call acceptance or completion and providing a visual list of colleagues’ status. This ensures agents don't receive simultaneous calls, streamlining communication and enhancing collaboration within the team.

• Personalized Customer Interactions: Agents can utilize features, such as personalized voicemail messages and outbound caller ID settings, to create a more personalized customer experience. By tailoring their interactions to individual preferences and needs, agents can drive better outcomes and enhance customer satisfaction and loyalty.

• Supervisory Support and Coaching: Supervisors can use NF Desktop’s supervisor wallboard to monitor agent performance in real-time and provide timely assistance and coaching as needed. By identifying areas where agents may be struggling or underperforming, supervisors can offer support and guidance to help agents improve their skills and effectiveness.

• Feedback Collection and Analysis: Contact center admins can also everage capabilities to set up post-call surveys and collect valuable feedback from customers. This feedback can then be analyzed to identify trends, issues, and areas for improvement, enabling contact center admins to make data-driven decisions to enhance the overall customer experience.