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 Zendesk CTI Connector for Amazon Connect, developed by VoiceFoundry, removes the challenge of accessing, analyzing and collaborating on relevant customer information, giving support or sales personnel the full context of customer account data within the Zendesk workspace.
Zendesk CTI Connector includes:
Call Control and Management: Ability to place calls on hold, transfer calls, mute callers and then resume the call.
Click-to-Call: Quickly contact customers from the Zendesk interface by clicking any highlighted number to dial the without the need to enter any digits.
Screen-Pop: Collects and provides call details and customer information from Amazon Connect to a Zendesk agent, reducing agent handle time.
Quick Links: Click on contact info, recent calls or incidents to quickly access Zendesk customer profile and history.
Real-time Transcription: Enables transcription the call audio, both customer and agent interaction.
Real-time Sentiment score: Enables management of the conversation flow and the opportunity for post-call analysis to understand if a customer is happy or frustrated and needs to be transferred to a live agent.
Comprehend: Uncover and extract key phrases, locations, names, brands or events and identify insights and relationships within text.
Real Time Transcription
Manage incoming calls
Find insights and relationships in text with AWS Comprehend
Empower agents, enhance every interaction.
The Zendesk connector for AWS Connect empowers agents with more information, enabling them the ability to create an enhanced and more personalized experience. With real-time transcription, sentiment analysis and comprehension of caller interaction, agents can quickly identify the proper actions in order to meet the customer’s needs, reducing call time and increasing customer satisfaction.
Call details include:
Ticket status – created and resolution dates are recorded
Customer information – contact information is found within the ticket and presented via screen-pop
Ticket properties – provide ticket priority, current status, source of ticket for easier management and resolution
Caller history – all previous interactions are logged and available for reference
Amazon Connect CTI Adapter for Salesforce
The Salesforce adapter enables customers the ability to build a deep integration between the Amazon Connect contact center 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 synchronization
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 integration 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 integration 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
CTI Connector for BMC Remedy
Empower agents by enabling them to more efficiently interact with customers using CTI integration by VoiceFoundry for Amazon Connect and BMC Remedy solutions. The CTI Connector includes advanced call control which easily integrates with BMC Remedy open framework API, delivering an integrated view of the customer record within Amazon Connect.
The VoiceFoundry CTI Connector for BMC Remedy includes:
Click to dial functionality using a configurable chrome extension
Screen-pop based on calling ID (ANI)
Configurable Chrome extension, allowing click to dial