CTI Connectors for Amazon Connect
Connect your phone and computer systems for improved data sharing and higher agent efficiency.
Smarter conversations start with the right connection
Computer telephony integration (CTI) bridges the gap between your phones and digital systems, streamlining how agents interact with customers. TTEC Digital’s advanced CTI for Amazon Connect empowers agents with real-time access to customer data and simplifies complex workflows across platforms.
With powerful CTI Connectors that integrate easily with a wide range of business applications, agents spend less time toggling between tools and more time creating standout experiences.
If your contact center is still tied to legacy phone systems, you're likely missing out. Here’s what modern CTI can do for your business:
Quick navigation
Our user-friendly interface ensures easy navigation, enabling new agents to learn the software quickly for faster onboarding.
Rapid deployment
Eliminate guesswork while saving hundreds of hours of valuable IT developer time with our expedited deployment process.
Improved metrics
Reduce average handle times, enhance customer satisfaction and agent satisfaction scores, and lower operating expenses.
Time savings
Automation of manual tasks typically saves a minimum of 30 seconds per 300-second call, allowing you to serve more customers in less time.
Amazon Connect CTI Adapter for Salesforce
Our Salesforce adapter enables you to build a deep integration between Amazon Connect and Salesforce, the leading customer relationship management (CRM) platform. TTEC Digital's Salesforce-certified team offers comprehensive consulting, guidance, and customized solutions, including IVR-integrated workflows, Lightning and Visualforce application development.
Key features:
- Agent state synchronization
- Unified call attributes display
- Automated outbound dialing
- Embedded Amazon Connect call recordings in call activity records
- Use of AWS Lambda functions to enhance Salesforce object operations
- Support for Salesforce Sales and Service Console in Classic and Lightning
ContactBridge for Amazon Connect
TTEC Digital's ContactBridge for Amazon Connect offers contact center agents a unified view of Amazon Connect voice interactions and ServiceNow Incidents to elevate customer experiences and agent performance.
Key features:
- Display ServiceNow user and call information
- Automatically populate list of ServiceNow incidents history
- Automatically create new ServiceNow incident with pre-populated fields
- Flexible call attributes
- Cloud-based rapid deployment
Amazon Connect CTI Adapter for Zendesk
TTEC Digital's Zendesk CTI Connector for Amazon Connect simplifies accessing, analyzing, and collaborating on relevant customer information. Agents gain a complete customer account context, enabling enhanced and personalized customer experiences.
Key features:
- Seamless call control and management
- Click-to-call functionality
- Screen pop with call and customer information
- Real-time transcription
- Real-time sentiment scoring
- Trend and insight identification within text
CTI Connector for BMC Remedy
TTEC Digital's CTI Connector for Amazon Connect and BMC Remedy streamlines interactions by providing an integrated view of the customer record within Amazon Connect, enhancing agent efficiency.
Key features:
- Click-to-dial functionality using a configurable Chrome extension
- Screen pop based on calling ID (ANI)
CTI Connector for Microsoft Dynamics
TTEC Digital's CTI Connector for Amazon Connect and Microsoft Dynamics empowers agents to efficiently interact with customers, delivering better experiences all around.
Key features:
- Unified call control and management
- Automated screen pop to assist with call resolution
- Click-to-call functionality
- Originate or transfer calls using the embedded softphone (CCP)
- QuickStart deployment to enable Microsoft Dynamics data dips inside Amazon Connect contact flows
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.
Make sure your communication tools are communicating with you.
Join a demo to see what TTEC Digital’s CTI Connectors can do for your business.