Creating a smarter CTI Connection for Amazon Connect
Amazon Connect for the Contact Centre
VoiceFoundry delivers advanced CTI connectors for Amazon Connect, offering contact centre agents the ability to easily look up customer profile information and deliver a more efficient interaction.
Agents spend less time on tedious and redundant look-ups, and more time focusing on servicing customer’s immediate needs without searching for information, reducing handle times and increasing customer satisfaction.
Amazon Connect CTI Adapter for Zendesk
The Amazon Connect for Zendesk app provides direct access to the Amazon Connect platform right inside your Zendesk Support account. The app generates tickets when new calls are answered or outbound calls are placed and updates tickets with additional call details at the end of the call.
The app allows you to:
embed a web-based softphone directly in Zendesk Support.
link caller to a Zendesk Support end-user profile based on the caller’s phone number.
create new user profiles in Zendesk Support with the phone number of the caller if the user does not exist.
screen pop events (new Zendesk tabs) for inbound and outbound calls.
create a new ticket and display it to an agent.
open an existing ticket for an agent, if caller already has a support ticket open.
add a recording to a Zendesk Support ticket with the ability to play/stop recording in Zendesk Support.
Amazon Connect CTI Adapter for Salesforce
The Salesforce adapter enables customers the ability to build a deep integration between the Amazon Connect contact centre platform and Salesforce, the leading customer relationship management (CRM) platform.
VoiceFoundry has a deep understanding of the Salesforce platform and has dedicated, certified, Salesforce team members to help with everything from consulting and guidance to building a complete Salesforce solution for you. From custom screen pops to IVR-integrated workflows to Lightning and Visualforce application development, we have your Salesforce needs covered.
Key Features Include:
agent state synchronisation
call attributes display
automated outbound dialing
embed Amazon Connect Call Recordings in the Call Activity record
use of AWS Lambda functions to lookup, create, and update operations for different Salesforce objects, such as Contacts and Cases, within Amazon Connect contact flows
support for Salesforce Sales and Service Console in Classic and Lightning
CTI Connector for MS Dynamics
Empower agents with the ability to efficiently interact with customers advanced CTI connectors by VoiceFoundry for Amazon Connect and MS Dynamics. Enabling agents to simply use customer history and profile information in order to deliver a better customer experience.
The VoiceFoundry CTI Connector for MS Dynamics includes standard click to dial and screen-pop functionality equipping agents with customer information in order to deliver a better customer interaction.
Key features of VoiceFoundry’s CTI Connector for Amazon Connect and MS Dynamics:
Call Control & Management
Provides Call Control and Management using the MS Dynamics interface, including the ability to place a call on hold, transfer, mute and resume the call when needed.
Offers an automated Screen-Pop that dips into the MS Dynamics customer database, providing customer profile information to assist the agent in call resolution. Agents can then knowledgably speak with the customer and assist with needed support information.
Supports Click-to-Call functionality, providing quick access to customers information within the MS Dynamics interface. Agents can simply click on the highlighted phone number to dial without the need to enter any digits.
The CTI Connector enables agents to interact with the MS Dynamics desktop to engage key AWS Connect functions in order to originate or transfer calls using the embedded softphone (CCP).
QuickStart deployment to enable MS Dynamics data dips inside Amazon Connect Contact Flows
Provides access to call details and customer information from a AWS Connect/Lex voice bot to a MS Dynamics equipped agent, reducing overall time spent by the agent.
Playback recorded calls between agents and customers
Click on contact info, recent calls or recent incidents to quickly access MS Dynamic customer records.
Advanced Call Control with ServiceNow CTI Connector
The ServiceNow CTI Connector for Amazon Connect improves the customer support experience and works towards making day-to-day work activities more productive and simpler.
Call Control and Management
Ability to place calls on hold, transfer calls, merge calls, mute callers and then resume the call.
Quickly contact customers from the ServiceNow interface by clicking any highlighted number to dial the without the need to enter any digits.
Collects and delivers call details and customer information from AWS Connect to a ServiceNow empowered agent, reducing overall agent handle time.
Click on contact info, recent calls or recent incidents to quickly access ServiceNow records.
Playback recorded calls between agents and customers
Create custom permissions for administration
Quickstart deployment to enable ServiceNow capabilities
Automated user password reset functionality
VoiceFoundry CTI Connector for Freshdesk
The Freshdesk integration, developed by VoiceFoundry, allows Freshdesk customers to quickly integrate Amazon Connect call details into a clean, simple module within the Freshdesk workspace.
This gives agents quick access to customer details including ticket history to ensure customer’s support needs are easily resolved.
The Integration Provides:
Incoming calls generate a screen pop of the caller information, eliminating the need for the agent to search for customer information. Agents can greet the customer by name with all of their account information at their fingertips.
Click to Dial
With CTI connectors an agent can simply click any highlighted number and the phone will dial directly. No need to punch in numbers.
Create a New Ticket
Agents can easily open a new ticket with a single click in the screen pop window. All information is updated in the customer record.
Easily create a new contact in the screen pop window. All caller information is added to the new contact information in the CRM.
With more information, agents create an enhanced customer experience every time.
Rather than spending time on tedious and redundant lookups, the Freshdesk integration seamlessly allows agents to focus on servicing customer’s immediate needs without searching for information, thereby reducing handle times and increasing customer satisfaction.
Call details include:
Ticket Status – the open time and due date are recorded
Customer Information – contact info is found right inside ticket
Ticket properties – priority, current status, source of ticket can be viewed and managed
Caller history – previous support conversations logged and available for reference