Step-by-Step Guides for Amazon
Connect Agent Workspace
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We have made delivering high quality and high efficiency customer experiences a reality, with Amazon Connect Agent Workspace and Step-by-Step guides. We help you prioritise the biggest and quickest wins in your Amazon Connect agent experience, and then customise and deliver the technology for you.
Example use cases
Third party system integration
Surface relevant information from all your systems; capture and push additional data back into third party systems; initiate RPA.
Action common resolutions
Enable agents to action a customer problem or query. For example, issue refunds, start a new claim, amend a trip, add extras, etc.
Contact scripting
Automatically guide agents through the right process to solve customer queries, consistency and compliantly.
Contact disposition
Log reasons for contact and notes against every single contact. Administer inside the Agent Workspace.
Outbound messaging
Enable agents to execute SMS and email to customers, without leaving Agent Workspace.
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