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TTEC Unified Agent Desktop for Amazon Connect

Combine the power of Amazon Connect and Pega Customer Service to drive better agent experiences

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The power of your contact center meets the strength of Pega

Your agents are the lifeforce of your contact center. They are the face of your brand answering hundreds of phone calls, and fielding important questions, all while trying to deliver exceptional experiences to your customers. For your agents to efficiently do their jobs, data must be accessible and your systems must be integrated.

Unified Agent Desktop for Amazon Connect allows you to integrate Pega Customer ServiceTM and your contact center solution to empower your agents to deliver exceptional experiences.

Key Features

  • Improve agent efficiency: The 360-degree view of all your interactions gives your agents the power to focus less on mundane tasks, and more on delivering exceptional experiences to your customers
  • Provide the right context to your agents and reduce call handling time.
  • Empower agents with real-time suggestions based on intent.
  • Real-time/historical metrics dashboard within unified agent desktop reduces the need for two systems to review and provide agent feedback.
  • Enhance interactions: Provide your customers with more ways to interact with your brand and delight them by meeting them where they are.
  • Provide the ability to divert calls to digital channels.
  • Enable customer to receive service without needing to speak to an agent.
  • Reduce call waiting time and improve customer experience.
  • Optimize operations: Easily access more data, onboard your agent faster, and enjoy a unified view of your interactions to help deliver consistent experiences across all channels.
  • Reuse automation built for digital channels in IVR.
  • Assist supervisors by providing real-time sentiments about the call handled by their team and enable effective monitoring of calls in real-time.
  • Provide supervisor with complete view of interaction and access to transcripts and recording.

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