Extended Softphone for Amazon Connect

Provide agents with a unified view of contacts and interactions, streamlining their experience and empowering them with the data they need to tailor their customer interactions.

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Unify the Contact Center Agent Experience

TTEC Digital’s Extended Softphone is a web application that builds upon the Amazon Connect Contact Center Platform to give agents a unified view of their contacts and interactions.

Improve Agent Visibility

Collapsible menu displays Amazon Connect CCP and Extended Softphone information, giving agents more visibility into call and contact data.

Increase Agent Efficiency

Click-to-transfer options and embedded screen pop provides a unified view and reduced clicking.

Create Easier Reporting

Searchable call dispositions enable call categorization, giving greater insights into call center interactions.

Personalize the Customer Experience

Customizable outbound caller ID for BPO organizations with multiple clients customizes the customer experience.

Key Features

Screen Pop and Collapsible Menu: Multi-tab enabled screen pop displays the page of your choice, like CRM, Chime, or Amazon Connect Customer Profile.

Customizable Call Details: Configurable display features custom information like customer name, queue name, call flow, or last payment date.

Phone Directory: Features easy look-up, click-to-call functionality, configurable and contextual based on queue.

Manual Outbound Calls: Customize your outbound caller ID on a call-by-call basis for increased personalization.

Agent Transfer: Displays agent status and availability, so agents can easily click to transfer to any other agent in their group.

Queue Metrics: Displays metrics for all agent member queues, including number of contacts waiting in each queue, wait time, agent availability, and more.

Call History: Displays the agent’s personal call history with redial functionality.

Disposition: Add disposition post-call notes, which are stored on the contact attribute and searchable in the database.

Call Recording: Pause/resume recording functionality on live calls for easier PII/PCI compliance.

Why TTEC Digital

With over 40 years of experience as an industry leader and partnerships that span the world’s top technology providers, TTEC Digital is uniquely suited to address your toughest customer experience challenges. Our experts will provide actionable insights and recommendations at every step while our proven methodology will help you optimize your contact center operations, improve customer satisfaction, and drive business success.

Improve Agent Experience with Extended Softphone for Amazon Connect

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