Explore the full range of SmartAgent's capabilities, optimize customer interactions, and boost workflow efficiency.
Keep SmartAgent app users connected with messaging and broadcasting:
Integrate SmartAgent with your back-end Teams set up, streamlining communication and speed up interactions
Speed up the customer experience by building identity and verification into your channels:
App users can access and send pre-composed messages to handle text-based contact
Access real-time data on how your contact centre is performing by viewing agent wallboards:
Search and surface contact, recordings and transcriptions, and then evaluate and score on a single screen.
Give customers in queues the option to callback and reduce queue times:
View and set time limits on agent's availability status.
Allow users to search for agents and view status.
Broadcast messages to fellow SmartAgent users.
Manage various call settings affecting agents.
Optionally choose an additional output devices for audio
Handle contact automatically based on configurable conditions.
Pick up Customer Sentiment and Keyword Detection on a call.
Store data about a call
Display history of calls handled by agents.
Record calls and drag through for quality assurance.
Start, Pause or Resume call recording.
Convert speech to text from a call and show sentiment.
Chat back and forth with customers.
View details of customer's chat contact history.
Direct access into Amazon Connect instance.
Create and configure After Contact Work forms.
Control the welcome messaging for voice channel.
Surface recorded data on customers
Checklist for customers to pass data protection criteria.
View fellow users' Microsoft Teams status.
Search and surface previous contacts.
View history of a customer on multiple contact channels
Allow agents to message other agents
Configure business continuity for voice and chat
Listen in to live calls
View MS Teams status of users
Send emails quickly from agents to customers
Configure who has permissions for various features
Monitor quality of agents and configure evaluations.
Evaluate permission status for various features.
Real-time view of queues and statistics
Reply to, move, end or export tasks in bulk.
View realtime performance of agents in your contact centre
View data related to tasks
View history of tasks handled by agents
Edit user details within SmartAgent and Connect
Set welcome messages for voice channel
Create and configure prepared responses for text-based contact
Track any changes around SmartAgent settings
Allows agents to 'raise hands' for assistance
Track any idle agent activity