Amazon Connect Agent Desktop
What is Amazon Connect Agent Desktop?
We provide a feature-rich omnichannel agent desktop that unifies all customer interactions across Amazon Connect voice and Upstream Works digital channels. Agents work in one workspace instead of switching between separate tools for each channel.
Amazon Connect is Amazon Web Services’ cloud contact center service. It includes a basic agent interface, the Contact Control Panel (CCP), and organizations often extend it with a fuller desktop when agents handle several channels or need customer data from other systems. An agent desktop for Amazon Connect brings voice contacts from Amazon Connect together with digital channels such as chat, email and messaging in one interface.
The goal is to reduce the number of screens an agent works across. With every interaction and its history in one place, agents spend less time searching and switching applications, and supervisors get a consistent view of work across channels. Buyers typically evaluate these desktops on channel coverage, CRM integration, how context carries through transfers, and how easily they can be configured without custom development.
Related: Amazon Connect, Amazon Connect Contact Control Panel (CCP), Omnichannel agent desktop, Totalix (the current platform).