Top Features to enhance your Amazon Connect
ConnectPath is a feature-rich, contact-center platform powered by Amazon Connect.
Fast to deploy and easy to use, ConnectPath features a simple, powerful customer-service and performance dashboard developed by leaders in cloud-based solutions.
ConnectPath empowers small-, medium- and enterprise-size businesses to deliver a great customer experience across all communications and messaging channels, faster and easier than ever before.
Hassle-free installation and customization.
Agent Productivity
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Supervisor Assist
Agent coaching and training
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Agent-to-Agent Collaboration
Internal communication Tools
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Real-Time metrics
Wall-and dashboards
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CMR Integrations
Enrich employee experience
Customer Enablement
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Self-Service
Service automation
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Intent based NLP
Advanced natural language
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Journey mapping
Personalized experiences
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Feedback mechanisms
Real-time and Post-contact insights
Analytics and insights
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Improve Service
AI/ML based Self-Service
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Quality assurance
Improve evaluations and streamline training
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Automate follow-ups
Continuous customer communications
Omni-channel Experience
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Tradicional Channels
Voice, Email, Chat
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Pre-Built Integrations
WhatsApp. MMS, SMS, Twitter
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Predefined responses
Multi-use AI/ML based bots
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Intelligent outbound
High-volume Outbound
Maximize the ability to manage and connect.
Productivity
- Real-time dashboard metrics by queue or global view
- In-App notifications
- Custom directory integration support
- Single click to initiate a call
- Mean-opinion-score (MOS) based voice quality monitoring
- IP address based Geo tracking support
- Agent and Queue level voicemail support
- “Live Look” displays current interactions in the queue
- Agent collaboration dashboard that provides the status on all agents
- Agent-to-Agent communication channels available directly from the dashboard
- Live monitoring or whisper coaching (barge)
- Push-announcements and notifications
- Supervisor assist and escalation notifications
- PII (Personally Identifiable Information) compliant and more
...and more! Talk to a ConnectPath representative for a demo today!
Omnichannel Communications
- Easily manage inbound voice, text, email, chat, and social media
- Click-to-call Activity Screen
- Consult, hold, transfer and CRM Note field are available during active interactions
- End-to-end customer journey support with context
Dashboards and Monitoring
- The Activity Screen contains all call history for an individual agent or the entire supervisor’s agent population.
- Searchable activities include disposition codes, full CDR/CTR content, recordings, analytics, and interaction transcripts
- Activity drill-downs provides the recording, transcription, notes, and analytics captured.
- Contact attributes used by the system to complete call routing are saved. For example: information provided by the caller such as “Please enter your order number” or “Please enter your support ticket number” are displayed to the agent and saved.
- Easy and intuitive interface that allows modification and layout configuration without the need to involve your IT department.
Customizing a company or agent experience is easy.
Holiday schedules, “ad-hoc” announcements, user preferences for sounds and alerts, routing for messages, custom settings for missed calls, and customized codes for drop-down options are just some of the easily customizable features.
Deployment Options
Two options for the ultimate single-login solutions
Standalone Contact Center
An out-of-the-box, enhanced Amazon Connect platform with the features that rival expensive custom development options.
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Enhance an existing Amazon
Connect contact center
If you’re already running an Amazon Connect contact center, ConnectPath can give you an instant upgrade, adding a host of management features, dashboards, and productivity tools.
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