The ultimate CCaaS solution.
SmartAgent Contact Centre powered by Amazon Connect, your contact centre reimagined.
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SmartAgent for Amazon Connect brings all of your contact channels into a single browser window for easier management and better customer experience. Powerful integrations create a single pane of glass for customer contact management, reporting and quality assurance.
Improve productivity
Supercharge contact centre performance by giving your agents and supervisors a single pane of glass in their browser. Serve customers faster and improve first contact resolution
Monitor, measure & manage
Powerful real time and historical analytics, visualised in easy to understand dashboards help supervisors and team leaders stay on top of agent and contact performance at all times.
Works with MS Teams
Integrate SmartAgent with Microsoft Teams, to provide interoperability between your Amazon Connect and Teams users, including voice transfer and internal messaging.
Every channel, one single interface
Consolidate your voice, chat, email and social channels into one streamlined application. Define agent skills and route contact types efficiently, to supercharge customer experience with reduced handling times and improved first contact resolution.
Surface customer data from any system
SmartAgent can integrate with any RESTful API, so you can link up your existing back office, CRM, CMS, knowledge base, case management and helpdesk software to provide real time information for your agents, when contacts arrive.
Killer features
Hundreds of powerful features make contact management easier and more efficient. From blended contact channels, personal wallboards and customised wrap up, to supervisor monitoring, quality assurance and campaign management.
Guide agents for better performance
SmartAgent makes agent onboarding and training easy, with a simple and intuitive interface that they’ll love using. Use real time sentiment analysis and keyword/string tracking to improve agent scripts, define next best action and ensure compliance.
Improve agent morale and happiness
SmartAgent makes contact management less stressful. Integrate your WFM tool to help agents manage their day. Provide context with every contact, by surfacing key information from IVRs and bots, and a full contact history.
Technology & Integration Partners
We work with a huge range of technology partners and integrations to deliver the very best outcomes for our clients’ Amazon Connect deployments. Don’t see your technology listed? No problem! Amazon Connect is an open platform so we can integrate with virtually any API you need.
Ready to reimagine your contact centre?
We help to supercharge customer satisfaction, transform agent happiness and reduce your operating costs.