Agent Desktop for Amazon Connect
Give contact center agents a unified view of Amazon Connect omnichannel interactions, for better performance and exceptional customer experiences.
Equip agents for smarter, faster service
TTEC Digital’s Agent Desktop for Amazon Connect unifies voice, email, chat, SMS, social, and tasks into a single, omnichannel workspace. Fewer clicks and less searching means agents have the tools they need to deliver efficient, personalized support right away.
Boost productivity
Faster navigation and automation cut down on manual tasks, helping agents handle interactions more efficiently.
Improve performance metrics
Streamlined workflows can help elevate key KPIs like AHT, FCR, CSAT, and OPEX.
Simplify operations
Built-in reporting and intuitive UX support faster onboarding and smarter, data-driven decisions.
Deliver smoother experiences
Bot-to-agent handoffs and better email tools reduce friction and improve both agent and customer satisfaction.
Key features
Omnichannel view: Access full customer interaction history — voice, email, chat, SMS, and social — in one unified timeline.
Smart routing & controls: Automatically assign, escalate, or cherry-pick emails, and manage interactions with built-in controls like hold, transfer, and mute.
Integrated apps: Embed CRMs and agent tools directly into the desktop using iFrame integration.
Live insights: Monitor queue stats, wait times, and agent performance across all channels in real time.
Centralized management & reporting: Configure all channels in one admin portal and combine CTR and omnichannel data for deeper reporting.
Why TTEC Digital
With over 40 years of experience as an industry leader and partnerships that span the world’s top technology providers, TTEC Digital is uniquely suited to address your toughest customer experience challenges. Our experts will provide actionable insights and recommendations at every step while our proven methodology will help you optimize your contact center operations, improve customer satisfaction, and drive business success.
Empower your agents. Elevate your CX.
Schedule a demo to see how TTEC Digital’s Agent Desktop for Amazon Connect can transform your contact center.