Call Coach for Amazon Connect
Call Coach for Amazon Connect by VoiceFoundry
It’s a supervisor’s responsibility to ensure their team members are providing quality customer service with every interaction.
VoiceFoundry’s Call Coach for Amazon Connect gives call center supervisors the ability to review each customer interaction, in one simple, easy-to-use interface, and uncover agents’ personal coaching and training needs by capturing both audio and screen recording from a desktop application or virtual environment. By reviewing agent calls, supervisors can provide better, more individualized attention and coaching to their agents, enhancing both the agent and customer experience.
Features
VoiceFoundry’s Call Coach for Amazon Connect empowers contact center supervisors with the tools and information they need to improve efficiency and customer service quality in their contact center.
Voice and Screen Recording
- Captures all desktop activities across multiple monitors during customer interactions
- Combines agent-to-customer audio interaction with screen recording in one synchronized file
Playback Interaction Recording
Provides facility for playback of recording in an easy-to-use and accessible web-based interface
Recording Search
Search for recordings by contact attributes including queue, routing profile, contact ID, agent, starting date, ending date, call duration, call disconnect reason, ANI or DNIS
Key features
- Screen recording across multiple monitors during customer interactions
- Combines voice and screen recordings into one synchronized file
- Facility for playback of recording
- Ability to search for recordings by contact attributes
- Runs on AWS and fully integrates with Amazon Connect
- Protects data privacy with all recordings stored in your own AWS environment