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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

How AI and Chatbots Improve Customer Experience

In the modern world, technology has redefined what a "typical" consumer journey looks like. Consumers now expect to engage with a business using a variety of channels, so it's imperative that businesses have cohesive omnichannel strategies designed to keep customers engaged and satisfied at every touchpoint throughout their journey.   That said, any effective omnichannel...

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Using Data to Predict Customer Intent

How Analytics Improve Contact Center Operations and Enable Proactive Customer Engagement   For a long time, the world of customer engagement relied on strategic guesswork. Lacking the technology to take advantage of behavioral data, customer service agents had to be content with reacting to customer concerns rather than proactively anticipating customer needs. Now, thanks to advancements in data...

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Product News: USAN Contact Suite and Amazon Connect

The Amazon Connect features released last year provided a striking new set of tools for increased productivity. These include several enhanced self-service capabilities that can be of significant value to companies in light of recent global commerce and employment challenges.   Businesses everywhere have utilized these new features in various ways. For example, some have created an...

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