NeuraFlash Desktop - Native Agent Workspace for Amazon Connect

The NeuraFlash Desktop for Amazon Connect application (NF Desktop) is a native solution that extends the Amazon Connect Workspace with purpose-built tools for human agents, supervisors, administrators and business operations managers. Rather than building a custom Contact Control Panel, NeuraFlash Desktop enhances the existing Amazon Connect experience, scaling with AWS growth and innovation to drive measurable business results.

Why NeuraFlash Desktop? Contact centers running on Amazon Connect often face operational gaps that slow down human agents, limit supervisor visibility and create administrative overhead. NeuraFlash Desktop closes those gaps by delivering the capabilities teams need most, directly within the Amazon Connect Workspace.

Outcomes you can work toward:

• Higher customer satisfaction (CSAT) through faster, more personalized interactions
• Lower cost to serve through shorter handle times and fewer repeat questions
• Better first call resolution as human agents resolve issues without escalation
• Stronger collaboration across teams through Microsoft Teams
• More efficiency and visibility for supervisors and administrators

Agent Productivity Tools

• Agent Wallboard: See real-time queue volume, human agent availability and longest waits, compare your performance with benchmarks, and plan breaks around live demand
• Recent Activities: Search the past two weeks (configurable) of calls, chats, emails and tasks by date, number, sentiment or notes, and take notes during contacts and after-call work
• Contact Summary Notes: Review a summary of each contact - issue, actions taken, outcome and next steps - alongside human agent notes
• Transfer Summary: When a call is transferred from an AI agent to a human agent, the summary appears in NeuraFlash Desktop so the customer does not have to repeat themselves
• Disposition Codes: Tag each contact with up to five disposition codes, shown by queue and visible in notes and recent activities
• Outbound Caller ID Selection: Choose from caller ID lists managed by your business operations team, or your own direct number, before placing a call
• Personal Voicemail: Set a text-to-speech greeting for your direct number in any language Amazon Connect supports
• Microsoft Teams Integration: Update your Teams presence automatically when you accept a call, and see teammates' real-time status in the workspace

Supervisor Visibility and Coaching

• Supervisor Wallboard: Track queue performance in real time and over time, see human agent status and handling time, rank human agents, and review team activity and notes
• Live Call Monitoring: View all live activity from the supervisor wallboard, and monitor or barge in on active calls
• Flag a Supervisor: Human agents flag a supervisor during a call or chat; supervisors get a badge and audible alert, accept the flag, and monitor or join the contact

Business Operations Management

• Announcements: Schedule emergency and marketing announcements by phone number and queue, reuse multilingual messages and track playback counts
• Operations Calendars: Manage hours, breaks, holidays and temporary closures by time zone, with a linked IVR message, to respond quickly to planned and unplanned events
• Message Library: Create and manage IVR prompts by message type, such as greetings, menus and queue messages
• Post-Call and Chat Surveys: Link multilingual surveys to phone numbers or queues, edit questions in real time, view analytics on the supervisor wallboard and export results to CSV

Administration and Compliance

• Role-Based Access Control: Assign tags to human agents, supervisors, business operations users and administrators to control access to features and tools
• Feature Controls: Turn features on or off by user group to match how your organization works
• E911 Location Support: Human agents verify their address at login, store up to five validated addresses and switch between them during a session

Use Case: Reducing Handle Times and Transfers

• Illustrative scenario. A customer is transferred from an AI agent to a human agent. The human agent sees the transfer summary in NeuraFlash Desktop, so the customer does not repeat themselves, and has activity history, live queue metrics and Teams presence in one workspace to resolve the call without another transfer. The supervisor sees the call on the wallboard and can monitor or barge in. The business operations team updates a holiday schedule and IVR message from one place.

Built for Amazon Connect

• NeuraFlash Desktop is a native extension of the Amazon Connect Workspace, not a standalone application. It integrates directly with your existing Amazon Connect instance and scales alongside AWS services.