Purpose-built for Amazon Connect, Engage for Amazon Connect is an omnichannel agent desktop for contact centers to manage inbound customer calls and direct messages across WhatsApp, Facebook Messenger, Twitter, WeChat, Web Chat, email and SMS via a single inbox.
Expand your contact center channels beyond voice to include messaging apps such as WhatsApp, Facebook Messenger, Twitter and WeChat to improve customer experience. Engage for Amazon Connect also gives agents visibility of prior conversation history through customer profiles to personalize responses.
Enable your agents to work smarter and save time with a single inbox to respond to customer queries across multiple channels, including voice, WhatsApp, Facebook Messenger, Twitter, WeChat, Web Chat, email or SMS. Agents can handle up to five customer conversations at a time, with automated response snippets and messages to help reduce average conversation handling times.
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Reduce the cost-to-serve by deflecting calls to lower-cost channels and taking a digital-first customer service approach. Unify voice and digital service channels into a single platform to simplify your contact center and improve efficiency, with single agent sign-on into Engage for Amazon Connect.
