If you are in a customer service or technical support based call center, it is often easier to understand the customers problem if you can “see”it. Imagine a help desk that you could send a picture of that rack of equipment so the technician can tell you exactly which cable to unplug! Dont just call your insurance broker, but text them a picture of that crumpled fender!
The ConnecPath Dashboard now enables incoming TEXT messages to be sent to the next available AWS Connect agent. Messages can be TEXT (SMS) or PICTURES (MMS)! Dextr also enables “sticky SMS” which assures that an “in progress” text message exchange stays with the agent that originally handled the text request. If a message is assigned to an agent who is not currently logged in to AWS Connect, the entire text conversation is moved to the next available agent!
All messages are archived and can be searched and retrieved by key parameters like CID or Date ranges. SMS/MMs is a “’skill” or permission that is assigned by the administrator to an Agent to enable this functionality and to create a TEXT based queue. This functionality is embedded in the ConnecPath Dashboard and does not require any third party player!