Enable Your Agents to Quickly and Efficiently Deliver Exceptional Experiences with a Unified View of Omnichannel Interactions

Unified agent desktop for Amazon Connect provides contact center agents with a unified view of your omnichannel interactions within Pega’s robust agent desktop, fueling exceptional customer experiences consistently with speed and quality

Improve Agent Efficiency

The 360-degree view of all your interactions gives your agents the power to focus less on mundane tasks, and more on delivering exceptional experiences to your customers.

• Provide the right context to your agents and reduce call handling time.
• Empower agents with real time suggestions based on intent.
• Real time/Historical Metrics dashboard within unified agent desktop reduces the need for two systems to review and provide agent feedback.

Enhance Interactions

Provide your customers with more ways to interact with your brand and delight them by meeting them where they are.

• Provides the ability to divert calls to digital channels.
• Enables customer to receive service without having need to speak with Agent.
• Reduces Call waiting time and improves customer experience.

Optimize Operations

Easily access more data, onboard your agents faster, and enjoy a unified view of your interactions to help deliver consistent experiences across all channels.

• Reuse automation built for digital channels in IVR.
• Assist Supervisor by providing real time sentiments about the call handled by their team and enables effective monitoring of calls in real time.
• Provides supervisor complete view of interaction with access to transcripts and recording.

For more information: Sam Thepvongs: sam.thepvongs@ttec.com  (703) 272-4957