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Agent Desktop is a customizable desktop user interface developed by USAN for use with the Amazon Connect platform. Agent Desktop enables agents to receive, make, and manage calls on Amazon Connect and has integrations to back-end and external systems such as CRM platforms.
Agent Desktop adds several capabilities to Amazon Connect, including screen pops of call context data, customizable call dispositioning, context-driven agent workflows, customizable forms, quick links, single sign-on and more. Details for all calls received by an agent are written to Kinesis Data Streams for data archiving, reporting, analytics, or any other business use.
Agent Desktop is purpose-built for Amazon Connect with no integration work required. This makes it an easy-to-implement application that gives agents the information they need to be efficient and boost customer satisfaction.
Screen pop
Call dispositioning
Integration to back-end systems and databases
Make, receive, and manage calls on Amazon Connect
Configurable tabs with context-aware content
Low TCO with pay-as-you go model
Agent efficiency is boosted with a unified desktop interface
Reduced handle time with desktop automation
Quick to implement with pre-packaged integration to Amazon Connect
Enterprise-grade functionality using AWS standard tools
By deconstructing the contact center, Amazon has transformed the traditional technology stack with Amazon Connect’s simplicity. Amazon Connect gives contact center organizations the ability to more easily access and utilize their data, more easily integrate with other systems, and customize their technology stack—the very capabilities that were previously difficult to come by.
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