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What It Is

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.

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What It Does

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.

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How It Helps

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.

Features

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

Benefits

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

For more information about Agent Desktop for Amazon Connect

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Amazon Connect Blogs

Amazon Connect - The Deconstructed Contact Center

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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Recent Publications

USAN Adds Omnichannel to Amazon Connect

USAN announces the availability of digital communication channels in Contact Suite, a set of pre-packaged applications for Amazon Connect December 3, 2019 – USAN, a leading provider of cloud customer engagement solutions, has added new digital channels to Contact Suite for Amazon Connect, including web chat and email functionality.  Contact Suite is designed to extend...

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USAN Announces New Amazon Web Services Designation: Connect Service Delivery Partner

USAN announced today that it has achieved the Amazon Web Services (AWS) Service Delivery Partner designation for Amazon Connect, recognizing that USAN improves customer experience and outcomes by identifying customer pain-points and designing a solution based on Amazon Connect and other AWS services. Achieving the Amazon Connect Service Delivery designation differentiates USAN as an AWS...

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USAN Announces Contact Suite for Amazon Connect

  March 18, 2019 – USAN, a provider of cloud-based customer engagement solutions, today announced the availability of Agent Desktop for Amazon Connect and Dialer for Amazon Connect. These solutions, along with Visual IVR for Amazon Connect, comprise USAN Contact Suite, a set of pre-packaged solutions built by USAN to extend the power of Amazon...

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