Pega + Amazon Connect Customer Unified Agent Desktop
Bring your customer service infrastructure together with an intuitive, single-screen experience that simplifies daily agent workflows and delights consumers.
Bridge system silos. Deliver effortless service.
Fragmented agent experiences are a quiet but costly drain on modern contact centers. Forcing customer care professionals to pivot constantly between Pega workflows and separate Amazon Connect Customer call controls breaks their concentration, spikes handle times and drops critical conversational context.
The Pega + Amazon Connect Customer Unified Agent Desktop by TTEC Digital removes these technological barriers by embedding native Amazon Connect Customer telephony and dynamic chat routing directly into the core Pega environment. The improved connectivity results in lower average handling time (AHT), error-free operations, and hyper-personalized consumer interactions.
Core capabilities for high-impact CX
The comprehensive suite of features is engineered to maximize contact center productivity and elevate your most important CX metrics.
Unified omnichannel interface
Consolidate voice, chat, and service workflows into a single pane of glass. Agents resolve inquiries without toggling between screens so they can keep all necessary tools within sight and reach.
Upfront security & verification
Say goodbye to repetitive identification scripts. Using secure PIN-based authentication before the phone even rings, the desktop instantly cross-references caller data to auto-populate the matching profile.
Flexible live chat & bot handover
Extend your Pega service footprint by natively embedding AWS chat channels. Instantly transfer digital threads between self-service AI chatbots and live human agents to ease call queues and keep operations running lean.
Embedded telephony (CTI)
Agents can take full control of the conversation directly within the Pega desktop. Manage inbound and outbound calls, hold, and mute functions without ever leaving your primary workflow.
Context-aware smart IVR
Dynamically reshape your interactive voice menus on the fly based on consumer behavior or account status. Anticipating user intent guides them to faster self-service options and completely bypasses hold times.
Live AWS analytics widget
Pull live cloud metrics and historical Amazon Connect Customer telephony queues into Pega dashboards. Managers can build custom visual components to track performance and scale operations effortlessly.
Where smart engineering drives business value
Beyond simple connectivity, our unified desktop solves the most common operational bottlenecks to drive immediate ROI.
Why choose TTEC Digital?
Boasting over four decades of CX leadership and extensive delivery metrics across both Pega and AWS ecosystems, TTEC Digital knows how to successfully bridge sophisticated software stacks. We go beyond just basic software installations to synchronize your tools with your business strategy. By giving contact center agents a clear, frictionless workspace, your team can resolve issues faster and create smoother customer journeys.
Stop switching tabs. Start solving faster.
Request a demo to see our Unified Agent Desktop in action and learn how to empower your team with a seamless, high-performance workspace.