Amazon Connect

4.0 out of 5 stars

Amazon Connect is a self-service, cloud-based contact center service that makes it easy for any business to deliver better customer service at lower cost.

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Amazon Connect Features

Inbound CCI Features
Automatic Call Distribution (ACD)

Intelligently route calls to the agent most qualified to handle the customer's needs. ACD can route calls either through pre-determined rules or advanced call distribution algorithms.

(Based on 9 reviews)
Call Summary Notes

Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history.

(Based on 5 reviews)
Interactive Voice Response (IVR)

Use touch-tone signaling or voice recognition to automate the retrieval and processing of caller information by phone. Administrators can configure the IVR with multiple branches to improve the identification, segmentation, and routing of callers to qualified agents.

(Based on 7 reviews)
Call Routing

Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods.

(Based on 9 reviews)
Call Queuing

Callers can be routed to a queue or placed on hold until an agent becomes available.

(Based on 10 reviews)
Outbound CCI Features
Regulatory Compliance

Import and manage do not call (DNC) requests in order to ensure compliance with local and federal regulations.

(Based on 7 reviews)
Concurrent Calling

Place a large or unlimited volume of calls simultaneously without diminishing the call quality.

(Based on 7 reviews)
Dialing Tools

Automate calling with tools such as predictive dialing in order to maximize agent productivity. Determine a call-to-agent ratio that automatically places the optimal number of calls to place to reduce abandonment rates.

(Based on 9 reviews)

Allow agents to place calls directly from business applications such as CRMs, contact center workforce solutions, or customer websites without having to manually dial numbers.

(Based on 9 reviews)
Call Recording & Playback

Record calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary.

(Based on 10 reviews)
CCI Platform Features
Custom Toll-Free Numbers

Purchase local or international toll-free numbers to call customers from familiar numbers, and let customers easily call local numbers that can then be routed to specific agents according to geography.

(Based on 5 reviews)
Contact Database Management

Capture and manage contact information, either through an internal database or a CRM system.

(Based on 5 reviews)
Administrator Access

Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary.

(Based on 5 reviews)
Reporting & Dashboards

Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.

(Based on 8 reviews)
Computer-Telephony Integration (CTI)

Link agent computer terminals to the ACD system to provide access to features such as click-to-call, CRM integration, and screen pops. Screen pops notify agents of incoming calls and provide call summary notes before the call is answered.

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