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.
Agent coaching and training
Internal communication Tools
Enrich employee experience
Intent based NLP
Advanced natural language
Real-time and Post-contact insights
Analytics and insights
AI/ML based Self-Service
Improve evaluations and streamline training
Continous customer communications
Continous customer communications
Voice, Email, Chat
WhatApp. MMS. SMS, Twitter
Multi-use AI/ML based bots
Maximize the ability to
manage and connect.
- 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
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- 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.
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.View Pricing
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.View Pricing