PRODUCTS
ConnectPath CX
Next generation fully featured Contact Center as a Service (CCaaS) platform powered by Amazon Connect
Developed in the cloud by CloudHesive, ConnectPath CX leverages AWS technology to enhance Amazon Connect, offering an agent control panel with cutting-edge features and an extensive library of functions. ConnectPath CX stands out as an agile, cost-effective, and scalable solution that can be deployed globally within minutes.
The service
Amazon Connect is a cloud-based contact center service provided by Amazon Web Services (AWS). This service enables companies to create and manage virtual contact centers to effectively serve their customers. Its main features include:
Ease of Use
Amazon Connect is designed to be easy to use and configure, allowing companies to quickly set up a contact center without the need for complex physical infrastructure.
Scalability
It can be easily scaled according to the company’s needs. You can increase or decrease the contact center’s capacity based on demand.
Integration
It integrates with other AWS services and third-party applications, facilitating connection with existing systems and customization of the customer experience.
Omnichannel
Supports multiple communication channels, such as voice, chat, and email, allowing companies to interact with customers through various means.
Real-Time Analytics
Provides real-time analytics to monitor contact center performance and make adjustments based on data.
Automation
Offers automation capabilities through the deployment of voice and chat bots to handle common and routine interactions.
Intelligent Routing
Uses intelligent routing algorithms to direct interactions to the most suitable agents based on various criteria, such as skills, history, and priorities.
Security
Amazon Connect benefits from the security and compliance of AWS, providing a secure environment for customer interactions.
ConnectPath CX is an innovative tool that enhances the capabilities of Amazon Connect, surpassing conventional contact center solutions.
Main features
- Comprehensive OmniChannel Support: Visibility of all customer interactions, regardless of the channel.
- Exceptional Management: Real-time performance of agents and queues, advanced activity filtering, silent monitoring/training sessions, recordings, broadcast announcements, flexible permissions, and more.
- Team Collaboration: Powerful features that allow agents to check availability and quickly connect through chat or voice calls with a single click.
- Built-In Integrations: Solid pre-configured integrations with leading CRM solutions such as Salesforce, Microsoft Dynamics, Zendesk, Epic, and more.
- Agent Productivity Boost: Agents work faster and better with our integrated quick dialer, real-time team presence, click-to-call back, and more. ConnectPath increases efficiency within the contact center by optimizing workloads through features like our integrated quick dialer, real-time presence indicators, click-to-call, among others.
- Enhanced Reporting: Real-time reports with key performance indicators (KPIs) to effectively manage and monitor your contact center.
If you already have an Amazon Connect contact center in operation or are interested in one, ConnectPath can provide an instant upgrade, adding a series of management features, dashboards, and productivity tools that empower your business.
