Dial pad compatible with soft phone or desk phone, ability to make warm and cold transfers, live transcriptions, sentiment, automated routing, IVR, and reliable, high quality audio that allows your agents to work from anywhere

Reduce After Call Work (ACW) time with pre-defined resolution codes that are easy to find, quick to apply, and provide data for business reporting and analysis

Provide context by adding agent notes to a conversation before it is transferred to another queue or agent and remove the need for customers to answer qualifying questions time and time again

Empower agents to build customer trust by pausing and resuming call recordings any time sensitive information is discussed

Allow agents to personalize their settings with customizable ringtones and volume settings

Use one single inbox to manage all customer conversations across voice, email, web chat, SMS and social media messaging apps including Facebook Messenger, WhatsApp, Twitter, WeChat and Apple Business Chat

Respond to changing customer preferences and build a true omnichannel experience by switching on additional digital channels at a moment’s notice without any custom builds

Feel confident knowing that Engage for Amazon Connect has direct integrations with all social media channels. There are no third party plug-ins used behind the scenes

View conversation history with individual customers as they communicate with different agents over time, across varying chat channels

Ensure the right conversation reaches the right agent at the right time based on native language recognition and agent competencies

Create standardized welcome and idle messages, either globally or per-queue, to keep your customers engaged and informed

Trigger powerful automations that push information to other applications such as creating cases or tickets in external systems all without leaving our agent desktop

Use chatbots to encourage self serve for simple issues, reducing the number of enquiries that actually reach an agent and freeing agents up to work on more complex issues

With machine learning and AI to analyze chat transcripts, agents can be prompted with recommended next actions to deliver preemptive service and solve customer queries faster

Make changes quickly and easily with chatbot functionality and automations that work across all channels - no need to recreate queues and workflows each time

Enjoy automated platform updates and new feature releases without any maintenance or custom builds. Engage fully integrates with Contact Flows, Routing Profiles, Queues, Phone Numbers, Channels, Customer Profiles, Tasks and Quick Connects

Dip into your CRM and access complete customer profiles to personalize interactions and build customer loyalty. Whether it’s Salesforce or something different, if it’s got an API, we can connect and streamline your processes

Integrate directly with Salesforce Knowledge Base and auto surface articles in real time to improve First Call Resolution (FCR) rates. Agents can find the right information, when they need it, and resolve customer queries faster

No more alt-tabbing between multiple open applications. Give your agents just one screen - a single pane of glass - removing siloed information and increasing agent productivity

Keep context at the center of every conversation and delight customers by knowing who they are, what they have bought, and what their previous interactions have been

Migrate to the cloud with a quick and easy starter pack for small contact center implementations including voice, email and one social channel

With an out of the box solution and our PAYG pricing model, you can have your cloud contact center up and running in no time

Our experienced implementation team provide disciplined project management, tried and tested methodology and seamless execution

Our Customer Success team provide fun and engaging training, 24/7 email support for S1 and S2 incidents and ongoing technical and operational support via email

For technical guidance and custom-fit design, our Solutions Architects can help you design a long term roadmap to success

Our support packages include varying degrees of operational and technical support, ongoing maintenance, solutions architect support and AWS guidance

Engage for Amazon Connect maintains SOC 2 compliance providing enterprise level standards and security no matter what your business size

Engage for Amazon Connect prioritizes data privacy and transparency by adhering to GDPA, CCPA and the Australian Privacy Principles

Engage for Amazon Connect improves IT security by ensuring users are authenticated via SAML Single Sign-on (SSO)

Engage for Amazon Connect allows you to select which region to deploy your instance in, thereby defining where your customer data is stored and which laws you’re regulated by

Engage for Amazon Connect does not store or transmit any personally identifiable customer data - all data is stored within your AWS environment only