Our omnichannel desktop provides agents a unified view of Amazon Connect interactions across channels, so they can fuel both exceptional performance and customer experiences. With Agent Desktop for Amazon Connect you can:

• Save agents time – Faster navigation, screen pop and better UI save agents 10% of call time, with a consistent agent experience across all channels
• Improve customer interaction quality – Easy-to-use interface allows agents to focus on the customer conversation
• Provide better insights – Advanced reporting options available for deeper data insight
• Minimize IT development and support needed – Administration Portal allows for easy, rapid changes

VoiceFoundry’s Agent Desktop for Amazon Connect seamlessly integrates customer communications into a single view, ensuring agents have all the information needed to assist customers more quickly and intelligently, regardless of the channel.

Unified, user-friendly interface

Intuitive interface that agents can quickly learn and navigate Supports voice, email, chat, social, SMS, and tasks

Comprehensive Email Functionality

Send and reply to emails, create email templates and signatures Automatically route, cherry-pick, assign, re-assign, and escalate emails

Third-party application integration

Integrate third-party systems using iFrame Provide in-app screen pop of CRM or other systems used by agents

Key features

• Fully managed
• Compatible with Amazon Connect and associated AWS applications
• Supports voice, email, chat, SMS, social, and task interactions
• Comprehensive administration portal
• Easy-to-learn, intuitive interface
• Comprehensive email functionality
• Bot-to-agent transfer, including necessary context for the agent
• In-app screen pop
• Click-to-dial
• Call recording
• Contact history
• Contact directory
• Dispositions
• Display contact attributes
• Real-time queue statistics