The Contact Center Built to Oversee Humans and AI Together
Real-time visibility. Instant intervention. Complete accountability. ConnectPath gives supervisors one place to monitor, coach, and ensure quality across a mixed fleet of human and AI agents—on every interaction.
Your Supervisors Deserve Better Tools
Contact center supervisors are expected to maintain service levels, coach agents, and respond to issues in real-time. But most platforms give them scattered dashboards, delayed metrics, and no way to intervene when it matters. ConnectPath changes that. One unified interface. Metrics updated every 60 seconds. The ability to monitor, coach, and act—instantly.
- Multiple browser tabs
- Delayed metrics
- No queue visibility
- Manual coordination
- Single unified interface
- 60-second refresh
- LiveLook visibility
- Instant action
Everything Supervisors Need. One Platform.
Real-Time Visibility
Watch every queue, every agent, every contact in one place. LiveLook shows you exactly who's waiting and who's handling what—updated every 60 seconds.
- •Team Status Drawer with agent durations
- •At-a-glance metrics: Occupancy, SLA, Abandonment
- •Contacts in queue with caller details
- •Wallboard mode for floor displays
Intervention When It Matters
Don't wait for post-call reports. Monitor calls silently, coach agents in real-time, or change their status remotely. Take control the moment something goes wrong.
- •Silent monitoring from Team Status
- •Live whisper coaching (speak to agent, customer can't hear)
- •Barge into calls or chats
- •Remote agent status changes
- •Push announcements instantly
Queue Management Made Visual
Rebalance your workforce in seconds. Drag agents between queues, define skills with proficiency levels, and save configuration snapshots for rollback.
- •Drag-and-drop agent assignment
- •Skills-based matching with proficiency
- •Configuration version control
- •Self-service routing profile changes
A Unified Desktop for Every Agent
ConnectPath isn't just for supervisors. Agents get a unified desktop that handles voice, chat, email, SMS, and tasks—all in one interface. No tab-switching. No context loss.
Explore Agent FeaturesUnified Agent Desktop
Single interface for all channels and metrics
Omnichannel Engagement
Voice, chat, email, SMS, WhatsApp, video, tasks
Smart Activity Search
Find any interaction with advanced filters—up to 100K records
Personal & Global Directory
Click-to-call contact management with favorites
Call Dispositions
Multi-level categorization built in—no Lambda required
Real-Time Translation
Auto-translate chat and email conversations
New in v2.7
Outbound, Built Into ConnectPath
ConnectPath Proactive Outreach adds an outbound dialer to the platform your supervisors already use, with an activity audit log and retained call history for your campaigns.
Explore Proactive Outreach- Built-in outbound dialer
- Activity audit log
- Retained call history
Introducing SwarmControl. Supervise Your AI Agents.
AI agents are handling real customer conversations. ConnectPath SwarmControl gives supervisors a live view of them, with the controls to whisper, nudge, override, approve, and intercept.
Built for AI agents designed in Amazon Connect Agentic CX Designer (ACXD). Explore it in demo mode today, then connect your ACXD flows for live data.
Enterprise Infrastructure. Zero Infrastructure Headaches.
ConnectPath runs on AWS—the same cloud infrastructure behind Amazon's own customer service. You get global reliability, elastic scaling, and native AI capabilities without owning servers, negotiating telecom contracts, or managing upgrades. We handle the contact center. AWS handles the infrastructure. You focus on your customers.
Powering Contact Centers Across Industries
Up and Running in 15 Minutes
No servers to provision. No software to install. No IT project that takes months. ConnectPath deploys in minutes, and your supervisors can be monitoring the floor the same day. Start with a 14-day free trial. No credit card required.