Unified Agent Desktop for Amazon Connect allows you to integrate Pega Customer Service and your contact center solution to empower your agents to deliver exceptional experiences.
About TTEC Digital (formerly VoiceFoundry)
TTEC Digital (formerly VoiceFoundry) specializes in delivering the power of AWS to enterprise contact centers to transform the customer experience. Our expertise is focused on voice, AI and natural language automation, CTI, enterprise integration, user experience design, analytics and workforce optimization with a relentless pursuit of customer success. In 2023, the VoiceFoundry brand has been transitioned to TTEC Digital. Same company, same people, same customer experience excellence, new name.
TTEC Digital (formerly VoiceFoundry)
TTEC Digital (formerly VoiceFoundry) Products (19)
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An AWS Generative AI powered solution that uses the Retrieval Augmented Generation pattern to create a portal for simpler, easier knowledge search that provides concise answers back to users, instead of simple search retrieval.
Increase efficiency and reduce cost per call with InteractionSync for Amazon Connect
A Customer Experience conversational intelligence solution powered by AWS Generative AI services (Bedrock, Titan, SageMaker) at multiple layers for extracting complete insights for business transformation across all channels of customer conversations then providing actionable solutions where opportunity exists or can be created.
Automated AI Chatbot reduces workforce overhead and saves agents time and effort. By replacing time consuming manual chat processes with automated chatbots, you can provide a fast and easy means of communication for both your internal work groups and external customers.
Knowledge curation architectures & patterns that are deployed to optimize, transform, and create knowledge that is more usable for AWS-powered Generative AI solutions in Customer Experience and Contact Center uses.
Agent Desktop for Amazon Connect provides contact center agents with a unified view of Amazon Connect omnichannel interactions, across channels, including voice, email, chat, SMS, social and tasks, and includes a comprehensive administration portal with a wide range of configuration options. Our Agent Desktop for Amazon Connect enables contact center agents to provide frictionless and personalized customer experiences by delivering a holistic view of every customer interaction in one centralized platform, empowering better agent performance and fueling exceptional customer experiences. This easy-to-use interface can also help business teams increase their operational performance by providing access to reporting data and reducing agent onboarding time.
Capitalize on the unrivaled flexibility and customization of Amazon Connect, without sacrificing deployment speed.
TTEC Digital (formerly VoiceFoundry) contact center solutions for retail transform the retail customer experience to provide consistent, sophisticated omnichannel service experiences across channels. When you can provide a seamless journey for your customers as they move between channels – physical stores, chat, website, text, social media, phone, etc. – you can drive efficiency and greater personalization, derived from data, in every customer interaction.
Scheduled Callbacks for Amazon Connect allows customers to schedule a call back from an agent at a specified date and time while using the Amazon Connect chat widget or on an automated voice call. Instead of making your customers listen to hold music while waiting for the next available agent, Scheduled Callbacks gives your customers the freedom to connect at their convenience and on their terms, giving customers more control over their own schedule, reducing wait times, and increasing convenience. Agents can also use Scheduled Callbacks to pre-program automated outbound calls, improving agent efficiency.
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