Integrated email offers omnichannel communication options for customers.
Email is configured and managed from Contact Suite’s unified desktop interface.
Email is an important digital communications channel to add to the omnichannel mix. Agents can respond to emails from traditional email clients or from web and mobile forms. Because email is configured and managed from the same unified interface as the other components of Contact Suite, emails can be blended with other interaction types for optimized agent workloads.
Email for Amazon Connect uses the same sophisticated workflow engine that supports other USAN Contact Suite applications. Contact Suite can monitor any number of email boxes and “contact us” forms. Work is blended and prioritized according to your business’ needs. Emails can even be escalated in priority to make sure your team is complying with response time SLAs.
In many cases, the email customer support function is siloed from other customer service channels and tools. This makes it difficult to gain a holistic view to measure agent activity, issue resolution and overall contact center performance across interaction types. Email for Amazon Connect is accessible from a single unified Contact Suite desktop so agents have the same information and context across interaction types. This reduces email handle time and delivers a more personalized customer experience.
Agent Desktop is a customizable desktop interface that front ends the Amazon Connect platform.
Add automated outbound calling capabilities to Amazon Connect to run multiple, concurrent campaigns.
Chat with customers and prospects in real-time conversations from your website.
Give your customers the flexibility to engage on the communication channel of their choice.
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