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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

3 Technologies That Are Increasing Agent Engagement Post Call

Contact center agents have been under a lot of pressure since the pandemic began. They’ve had to deal with increasingly unruly customers, and most have been asked to adapt to virtual working environments. All of this has led to high rates of agent turnover, and as a result, many organizations are taking action to improve agent engagement and...

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4 Ways to Improve Agent Engagement

Most contact centers have been optimizing the customer experience for years. They’ve started offering a more robust omnichannel experience, allowing customers to engage with them in myriad ways and enabling agents to provide proactive service efficiently and effectively.   One thing still hasn’t been enough of a focus, though: agent engagement. But for contact centers...

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Improve Agent Experience With These Contact Center Tools

When contact center agents are engaged, they can better help and satisfy customers. But it can be hard to figure out exactly how to consistently foster and cultivate agent engagement.   One of the most powerful ways to do this is with technology. An advanced tech stack can bolster agent retention and morale and increase contact center efficiency. The...

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