SmartAgent for Amazon Connect brings all of your contact channels into a single browser window for easier management and better customer experience. Powerful integrations create a single pane of glass for customer contact management, reporting and quality assurance.
Supercharge contact centre performance by giving your agents and supervisors a single pane of glass in their browser. Serve customers faster and improve first contact resolution
Powerful real time and historical analytics, visualised in easy to understand dashboards help supervisors and team leaders stay on top of agent and contact performance at all times.
Integrate SmartAgent with Microsoft Teams, to provide interoperability between your Amazon Connect and Teams users, including voice transfer and internal messaging.
Consolidate your voice, chat, email and social channels into one streamlined application. Define agent skills and route contact types efficiently, to supercharge customer experience with reduced handling times and improved first contact resolution.
SmartAgent can integrate with any RESTful API, so you can link up your existing back office, CRM, CMS, knowledge base, case management and helpdesk software to provide real time information for your agents, when contacts arrive.
Hundreds of powerful features make contact management easier and more efficient. From blended contact channels, personal wallboards and customised wrap up, to supervisor monitoring, quality assurance and campaign management.
SmartAgent makes agent onboarding and training easy, with a simple and intuitive interface that they’ll love using. Use real time sentiment analysis and keyword/string tracking to improve agent scripts, define next best action and ensure compliance.
SmartAgent makes contact management less stressful. Integrate your WFM tool to help agents manage their day. Provide context with every contact, by surfacing key information from IVRs and bots, and a full contact history.
We work with a huge range of technology partners and integrations to deliver the very best outcomes for our clients’ Amazon Connect deployments. Don’t see your technology listed? No problem! Amazon Connect is an open platform so we can integrate with virtually any API you need.
We help to supercharge customer satisfaction, transform agent happiness and reduce your operating costs.