Extended Softphone for Amazon Connect
Provide agents with a unified view of contacts and interactions, streamlining their experience and empowering them with the data they need to tailor their customer interactions.
Unify the contact center agent experience
TTEC Digital’s Extended Softphone enhances Amazon Connect with a unified interface that gives agents easy access to contact details, interaction history, and key call data to streamline workflows and set the stage for more efficient, personalized service.
Improved data visibility
A collapsible menu displays both Amazon Connect CCP and Extended Softphone data, giving agents a clear view of every contact and interaction.
Increased agent efficiency
Click-to-transfer options and embedded screen pop reduce navigation time and give agents a unified view in fewer clicks.
Faster, easier reporting
Searchable call dispositions make it simple to categorize calls and uncover insights across customer interactions.
Personalized customer experience
Customizable outbound caller ID supports BPOs with multiple clients, tailoring the experience to each customer.
Key features
Screen pop and collapsible menu: Multi-tab screen pop displays the page of your choice, like CRM, Chime, or Amazon Connect Customer Profile, with a collapsible layout for easy navigation.
Customizable call details: Display tailored information such as customer name, queue name, call flow, or last payment date.
Phone directory: Easily look up contacts with click-to-call functionality, configurable by queue for added context.
Manual outbound calls: Customize outbound caller ID on a call-by-call basis to support personalization.
Agent transfer: View agent status and availability to enable quick, seamless transfers within the team.
Queue metrics: See real-time metrics for all queues, including contact volume, wait times, and agent availability.
Call history: Access personal call history with the ability to redial past contacts.
Disposition: Add post-call notes that are saved as contact attributes and searchable in the database.
Call recording: Pause and resume recording during live calls to support PII/PCI compliance.
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.
See the difference a smarter softphone makes
Schedule a complimentary 30-minute discovery session to determine how ...